Customer Service
Resume:
CARMEN BONILLA
ALTAMONTE SPRINGS, FL *****
***************@*****.***
OBJECTIVE:
Seeking employment with a company where I can utilize my extensive years of experience in call center environments, as well as my experience working remotely while providing great customer service, professionalism, and good work ethics and principles.
SKILL SETS & JOB EXPERINECES:
Fluent in communicating verbally, writing, & grammatically in English & Spanish, typing: 40+ wpm, 15+ years Call Center & Customer Service experience, 6 years Healthcare, and 2 years working from home, software’s: Microsoft Office Word, CMS, Calendly, Shopify, Salesforce, phone systems used: Cisco, Infinity, and Genesys, experience with Chat, and Emailing, knowledgeable with keyboard shortcuts, and comfortable navigating between monitors, software and platforms to document calls, transactions and communications.
WORK FROM HOME EQUIPMENT:
Windows 10 Dell desk top computer, antivirus/antimalware by Geek Squad, Backup Power Surge Battery up to 3 hours, Ethernet cable port hardwired into modem and router, Internet speed upload capability of 12.41 mbps and a download of 62.09 mbps, installed RAM of 12.0 GB 11.8, Internet Service by Spectrum with landline, iPhone by T-Mobile, audio source wired to USB headset with microphone, dual monitors with 23 1/2 inches with minimal resolutions of 1920 x 1080 on Monitor 1, and 1366 x 768 on Monitor 2, USB webcam, keyboard and mouse with a secured quiet office space.
EMPLOYMENT:
12/2024-Present Path Medical/411 Pain Longwood, FL
Customer Service Representative
Daily duties include receiving inbound calls from patients who were injured in an automobile accident and/or suffered a slip and fall and are needing to schedule a medical appointment or be connected to an attorney. Utilizing Citrix scheduling system we document type of calls, enter or update patient information, schedule medical appointments, and utilize LYFT app to schedule transportation, and through our Five9 interaction phone system we transfer calls to attorneys’ and other departments within the company.
02/2024-12/2024 IntouchCX Altamonte Springs, FL
Member Support Agent
Daily, we may handle an average of 15-25 inbound calls through our Genesys phone system assisting members with technical issues by first identifying the issue, then troubleshooting the equipment’s issue by multitasking through internal and external knowledge base tools to resolve issue with one-call problem-solving success, answer live webchats & respond to emails from members, conduct follow-up calls, utilize Salesforce to document call interactions, using Macros and CMS to help members with inquiries pertaining to refunds, returns, swaps, cancellations, warranties, subscriptions, equipment purchases, and payments, Shopify regarding apparel orders, BAMKO to submit consolation gifts per policy to retain customers, maintain MSTAT’s and QA metrics, as well as deescalating calls, or escalating complex issues to our Senior Support department.
09/2021 to 10/2023 AnswerFirst Communications, LLC Tampa, FL
Remote Bilingual Customer Service Professional (levels 3,4, and 5)
Received over 100 inbound calls daily through the INFINITY phone system where I greeted callers, and provided necessary information to clients, vendors, customers, patients, and hospitals following a variety of scripts verbatim, verified HIPAA, used active listening, asked probing questions to summarize reason for call, deescalated calls that were unpleasant, and/or hostile in a tactful manner and provided resolution, also transferred calls to perspective departments and/or persons, utilized Google Chat to communicate with shift leaders and other departments, used Calendly to schedule appointments, managed web-chat calls, and utilized secured web-form software like Shopify to take delivery orders, and process credit card payments.
09/2014-05/2020 Healthfirst, Inc. – New York Lake Mary, FL
Bilingual Member Services Agent
Answered over 100+ calls utilizing CISCO phone promptly, with courtesy and professionalism, assisted with PCP changes, processing premium payments, providing information in compliance to HIPAA, updating member’s demographics, providing information on member’s health benefits, home health aide services and durable medical equipment’s, submitted ID cards, assisted members with scheduling doctor and transportation appointments, documented calls in Salesforce 360, searched for claims, and authorizations, took and documented all grievances members called in about and forwarded to appropriate departments for further action, utilized Outlook and MS Teams to communicate internally within teams and departments, verified that HIPAA Release forms, and POA forms were on file before releasing any information to family members calling on behalf of the members, and consistently met established productivity, adherences and QA metrics.
06/2013-12/2013 Healthfirst, Inc. – New York Lake Mary, FL
Bilingual Verification Representative
Hired temporarily for 6 months to conduct outbound calls to our Medicare members to verify member’s open enrollment applications through a Blackberry phone, utilizing job aides, scripts, policies, and procedures. Follow scripts verbatim when verifying demographic information, attain missing information to process applications, and notify the Enrollment department of cancellations via Outlook, as well as transferring
calls to Member Services Department for resolution.
EDUCATION:
09/1976-06/1978 Vineland High School Vineland, NJ
References Furnished Upon Request
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