Customer Service Data Entry

Estella Valencia

Glendale, AZ *****• 602-***-****

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

CUSTOMER SUPPORT SPECIALIST

Extremely dedicated and meticulous professional with a stellar customer satisfaction record. Adept at conducting High proficiency with a variety of computer software and hardware components. Strong organizational and management skills. Excellent interpersonal and communication skills. Bilingual in Spanish, read and write.

• Microsoft Office 360 • Data Entry • Multi-Phone Line System

• Word • Excel • Microsoft Teams

Outlook Zoom Windows

EDUCATION: GED - Completed 06/2010 Adison -Louisville, Ky

MAXIMUS-MEDICARE HEALTH INSURANCE, Phoenix, Az. Jan 2022 to May 2023

Bilingual Spanish CSR 1

- Provide knowledgeable responses to telephone inquiries in a courteous and professional manner, utilizing pre-scripted responses which they must read verbatim to provide basic, general and claims specific information

- Follow established and documented policies and standard operating procedures such as filling out timesheets, adhering to privacy rules, and responding to numerous phone inquiries

- Utilize standard technology such as telephone, e-mail, and web browser to perform job duties

- Assist caller with filling out online application and submitting it electronically to plan provider for processing

- Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read by the Customer Service Representative to the caller

- Refer calls as required to Customer Service Representative II

- Maintain up-to-date knowledge of CMS regulations and policies as they apply

- Report problems that occur via the online system so they can be addressed by the appropriate parties

- Respond to telephone inquiries within the set departmental staffing and time parameters

- May be required to work scheduled holidays. Overtime may be required

- Regular and predictable attendance is required.

PERSONAL REASON - CAREER BREAK Feb-2021 – Jan-22

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CARETAKER / SELF EMPLOYED, Glendale, Az Oct 2019 – Feb 2021

Caring for an elderly person, preparing meals, taking to doctor appointments and PT, Bathing and dressing her, house cleaning, preparing for bedtime. This was for 8 days a week and holidays. Received sick pay.

KEMPER/ALLIANCE UNITED INSURANCE, Phoenix, Az July 2018 - September 2019

Bilingual Senior Customer Service Specialist

Provided underwriting and policy rating to customers, identified, and responded to phone calls and requests from the brokers, and policy holders. Processed documents, transactions. Reviewed and entered incoming requests for endorsements based on prescribed criteria, referring those not meeting criteria to the Underwriting Team.

•Accomplishment. Reconciled two databases, reducing duplicate work by 20%. OR

• Developed new process to hand-over requests to Underwriting resulting in more efficient turn-around time.

CAREER BREAK: FOR MOTHER PASSING AWAY DECEMBER 2017 – JULY 2018

BREWER COMPANIES PLUMBING, Phoenix, Az. October 2017 December 2017

Bilingual Spanish Front Desk Assistant

Assisting Human Resources by updating active and terminated employee’s STD, LTD, 401k, and loan information. Greeting clients, distributing mail, answering calls, and distributing to the appropriate department. Assist applicants with completing new hire documents. Assist with interpreting training procedures to assist new employees.

REDFLEX TRAFFIC SYSTEMS, Phoenix, Az October 2016 - September 2017

Bilingual Spanish Customer Service Representative (CSR) and Processing

Confirmed and assisted with informing of citation information, payments, court hearings, and driver non-liability information, problem solving and explanation of policy and procedures on state-to-state authority to violators.

Review photos and data associated with a violation captured by red light, mobile speed van, or fixed speed traffic enforcement cameras. Cross-check the vehicle make, and model retrieved from DMV to ensure accuracy of the registered owner information.

AEROTEK AGENCY/CONIFER AND PHOENIX HEALTH, Phoenix, Az October 2015 - October 2016

Bilingual Spanish CSR

Assistance to providers and members with eligibility, benefits, claims, coverage, and authorization of services. Arrange transportation appointments to and from doctors’ appointments. Liaison between outside pharmacies and Conifer/Phoenix Health plan pharmacy departments. Problem solving and explanation of program and procedures to callers.

KELLY SERVICES AGENCY/FAA-DES FAMILY ASSISTANCE, Glendale, Az August 2015 - October 2015

Bilingual Spanish CSR

Maintain data entry requirements by following data program techniques and procedures. Assist applicants with filling out their application (non-English speaking applicants). Interpreted for counselors interviewing applicants. Verified and documented customer and account data by reviewing, correcting, deleting, or re-entering data. Maintain customer confidence and protect operations by keeping information confidential. Combine data from both systems when account information is complete.

FAA-DES – DEPARTMENT OF CHILD SUPPORT SERVICES, Phoenix, Az February 2015 - July 2015

Officer Specialist I

Received and distributed all incoming mail. Enter cases to system for tracking and distribute cases to the assigned case workers and district offices. Locate non-custodial parent case numbers for incoming mail and requests.

LINKENDIN URLhttps://www.linkendin.com/in/estellavalencia649447194

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