Customer Service Data Entry

Cynthia Gonzalez

***** ********* ***** ******, *****, Florida 33613 813/525-8195

Objective: A challenging and responsible position where my experience can promote and provide excellent customer service and meet the business objectives.

Experience: Data Processor/Registra/& ESOL Bilingual Aide/Secretary

December 2008 to present – Hillsborough County Public Schools, Tampa, Florida

Records keeper – inventory control incoming/outgoing

Excellence in quality control for state mandated requirements

Exemplary on data entry of grades, course entry and metrics

Provide assistance and support to ELL Students and Teachers

Liaison between ELL Parents and school administration

Provide interpretation/translation (verbal and/or written)

Dental/Medical Claims & Customer Service Associate

September 2007 to August 2008 – Aetna Life Insurance Co., Tampa, Florida

Take international dental/medical customer service calls/claims

Member/Provider benefit calls for claim review reprocessing

Initiation of Direct Pay Request for International Hospital Billing

Bi-lingual – on Spanish speaking queue for Aetna Global Benefits

Dental & Medical Claims/Customer Service Supervisor/Manager

March 1997 to September 2007 – UnitedHealthcare, Tampa, Florida

Mastery level as a dental claims/customer service associate

Team Motivator – maintaining mastery service levels consistently

Performed claim/call audits and provide constructive feedback

Leadership environment of implementing changes/meeting metric goals

Monitoring and coaching customer service calls

Providing monthly/annual performance evaluations to effectively manage staff

Administering HR policies including progressive disciplinary procedures

Handling all escalated issues to resolution

Responsible for keeping daily, weekly and monthly metrics

Reporting all metrics to the business manager

Managed member eligibility department – 100+ staff members

Handled escalated claims appeals to resolution within governmental guidelines

Office Manager/Dental Assistant

April 1978 to March 1997 – Paul R. Sidlo, DDS, FAGD, Lutz, Florida

20 years plus of successfully managing a dental practice

Delegating and administering the daily business needs of the practice

Always maintain the highest level of customer service

Dental assisting and surgical assisting

Maintained schedules and appointment calendars for the entire office staff

Resolved accounting issues regarding invoicing

Verify insurance eligibility

Maintained a positive working environment for the entire staff

Supported management and staff

Education: University of South Florida

Hillsborough Community College

Florida College of Medical and Dental Careers

Tampa Catholic High School

Spanish Bilingual – read, write and speak fluently

Reference: References are available upon request

Email address: *************@*****.***

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