Customer Service Data Entry

Jesus L. Gutierrez-Villanueva

***** ****** ******, *********, ** 93535 - 626-***-****

*********@*****.***

Qualifications / Skills

• Inbound Call Management

• Quality Control

• 55 wpm Typing Speed

• Data Entry

• Order Processing

• Medical terminology knowledge

• CRM Software

• Follow-up skills

• Customer Service

• Remote Office Availability

• Data Management

• Training development aptitude

• Microsoft Office

• Chat and Email experience

Experience

August 2021 – April 2024 Credit9 Irvine, CA

Client Service Representative

• Work from home position.

• Assisted clients via chat and email.

• Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.

• Provided comprehensive training to new hires, ensuring consistent quality across the team’s services offerings.

• Maintained and managed customer files and databases.

• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

• Increased customer retention rates through personalized follow-ups and timely resolution of concerns. April 2020 - August 2021 Amazon Glendale, CA

Whole Foods Market Shopper

• Selected the best-quality perishable items such as meat and produce.

• Verified each item matched order sheet's description.

• Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.

• Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.

• Consistently met deadlines and quality goals for accuracy and timeliness. May 2019 - November 2020 AAA Institute El Monte, CA Adult Education Instructor

● Known for enthusiastic and “above-and-beyond” commitment to maximize student’s learning outcomes and success.

● Skillfully instructs both in class and online training modules.

● Creates daily lesson plans and course syllabus to meet academic accreditation requirements, as well as intellectual and social development.

● Applies positive reinforcement methodology to redirect negative behaviors and motivate students.

● Effectively mentors and motivates students with personalized one-on-one assistance. September 2017 - November 2020 Eagle Rock College Los Angeles, CA Medical Biller/Coder Instructor

● Effectively provided real world Medical Billing and Coding examples to benefit class instruction.

● Proactively prepared daily lesson plans and course syllabus for each of the modules of the program.

● Conducted small group and individual classroom activities for up to 5 students based on differentiated learning needs. January 2020 – March 2020

Mela Group Inc.

Long Beach, CA

Distributor

• Provided free mobile phones to individuals who are low-income or on a government sponsored program.

• Identified customers' needs and provided information on appropriate products to promote cross-selling.

• Paid Internship in training for Leadership and Management.

• Worked with team members to meet daily and weekly quota of phone distributions. January 2018 – January 2019

Focus Financial Association, LLC

Burbank, CA

Medical Biller/Coder

• Extensively followed-up on 30+ daily insurance calls and accurately processed EMRs

• Verified each claim prior to submission to ensure a high rate of “clean claims.”

• Thoroughly uploaded and constructed medical claim records and created Superbills using Office Ally, Zirmed, and Medisoft

• Meticulously cross-referenced and filed appeals for denied claims including PPO/HMO, Medi-Cal, Medicare, Aetna, and Blue Cross/Blue Shield

• Successfully trained interns and new hires.

• Reduced claim denials by meticulously reviewing patient insurance information and coding practices.

• Organized filing system for patient records, expediting access to essential documents when needed.

• Filed and updated patient information and medical records. November 2016 - October2017

Lyft Driver

Los Angeles, CA

Driver

• Part time driver while attending school.

• Ensured the safety of the customer(s) as priority.

• Utilized customer service skills to maintain a positive customer experience.

• Minimized liability by consistently following road rules when driving.

• Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.

• Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads, and avoiding dangerous driving actions.

February 2016 – October 2016

Hulu

Santa Monica, CA

Viewer Experience Advocate

• Work at home position.

• Promptly responded to inquiries and requests from prospective customers.

• Investigated and resolved customer inquiries and complaints quickly.

• Educated customers about billing, payment processing and supporting policies and procedures.

• Exhibited high energy and professionalism when dealing with clients and staff.

• Met customer call guidelines for service levels, handling time and productivity.

• Maintained up-to-date knowledge of product and service changes.

• Assisted with technical support for various platforms. May 2015 – February 2016 Travcoa El Segundo, CA

Product Specialist

• Prepared detailed trip information.

• Communicated detailed information to hotels to ensure that clients receive a seamless and customized experience.

• Provided clients with personalized Itinerary Booklet of their trip details.

• Mailed personalized package with enclosed documents necessary for their trip.

• Gathered and forwarded documents to Travel Directors with important details of the tour.

• Managed and ordered office inventory.

October 2008 – May 2015

Wescom Credit Union

Pasadena, CA

Telephone Service Representative

● Maintained and met all Quality and Assurance goals.

● Assisted member account inquiries via phone, email, and chat.

● Problem solved any issues the member may have regarding their account or credit. .

● Actively listened to member queues to offer loan products.

● Worked with Loan Officers to forward members who may qualify for loan products.

● Educated member of credit union policies, procedures, and regulations.

● Offered Technical Support for members on computer and mobile platforms.

● Beta tested mobile applications and online services prior to being released. April 2006 – October 2008

Citibank

Pasadena, CA

Personal Banker

• Opened new accounts (Checking, Savings, and Money Markets)

• Processed new loan applications (Credit Cards, Personal Loans/Lines, and HELOCs)

• Tracked and processed customer account requests and applications.

• Explained account terms and conditions to customers.

• Backed up teller team by handling needs of new and existing customers at main counter.

• Taught a Fraud Prevention class for Pasadena Housing Department as part of Community Relations. November 1995 – April 2006 Lighthouse Christian Bookstore Pasadena, CA Assistant Manager

• Developed strong working relationships with staff, fostering a positive work environment.

• Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.

• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

• Supervised day-to-day operations to meet performance, quality and service expectations.

• Increased sales through effective merchandising strategies and targeted promotions.

• Managed inventory levels to minimize stockouts while reducing overhead costs.

• Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.

• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

• Facilitated clear communication between employees and upper management through regular meetings and updates. July 1993 – January 1996 East Los Angeles Occupational Center Los Angeles, CA Switchboard Operator

• Administrative assistant duties including taking messages, filing, correcting papers, typing letters, copying, faxing.

• Provided reliable support to front desk staff, facilitating seamless coordination of daily operations.

• Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller’s needs.

• Announced important information and emergency notifications over PA system.

• Improved call efficiency by effectively routing and managing incoming calls for a busy office environment.

• Assisted colleagues with achieving task requirements, aiding team productivity and performance.

• Directed incoming calls to internal personnel and departments, routing to best-qualified department.

**References are available upon request. **

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