Customer Service Agent
Resume:
Virginia Martinez
Telephone: 210-***-****
Email: **********@*****.***
Professional Objective
Achievement-driven and results-oriented.
To secure a position as a valuable member of your team that leverages my educational background, skills, achievements, self-starter, and ability to lead and work well with others in a direction that provides results.
Work Experience
Ubiquity
Customer Service Agent
Mission, Texas
March 18, 2024 – November 18, 2024
Working with Medicare and Medicaid members to obtain transportation to their various medical and dental appointments.
Help locate driver for member on company app.
Cancel and reschedule reservations for members.
Work with various social workers in coordinating hospital discharges with either gurney, ambulance, or basic life support needs.
File complaints on drivers who fail to complete transport or commit fraud on members’ accounts.
Keep updated with the various changes to members insurance accounts.
Report insurance fraud committed by member to the health plan.
Educated members on the various transportations offered by their insurance, should they need a wheel chair transport, need assistance from door to door, service animals, and medical devices.
2
TTEC/Bank of America
Senior Customer Advocate
McAllen, Texas
August 6, 2019- January 03, 2024
Worked with debit card and credit fraud charges on clients’ accounts.
Reviewed and returned overdraft fees back into customers checking and savings accounts.
Guided clients on how to navigate on banks website and reported any technical errors.
Restored lost password to clients and added security features to clients’ accounts.
Educated clients on the various checking, savings, and business accounts offered by the financial institution.
Sent educational material to clients to help young adults understand various accounts offered by the financial institution and how to protect their finances.
Prepared financial immigration letters to clients who were petitioning family members from foreign countries.
Reported lost, stolen, and captured debit card by ATM machines, to Cards department and completed replacements of new debit cards.
Filed fraud reports on stolen funds on clients’ accounts.
Assisted the family members of clients who passed away, to get access to the deceased clients’ accounts.
Assisted clients with garnishments issues on their accounts and guided them on how to clear the garnishments and obtain accounts back to clear status. 3
Texas RioGrande Legal
Aid, Inc.
Paralegal Intern
August 2017 - December 2017
Edinburg, TX
• Developed training manual for future student interns, assisted in the training of interns, and assisted ProSe divorce project.
• I was part of the disaster relief team, building disaster relief box with legal documents and informational brochures, for staff and attorneys.
• Contacted clients for interviews with attorneys across the State of Texas; on topics including housing law, consumer law, wills estates, federal public benefits, and disaster aid.
• Coordinated meetings with clients to complete settlement documents, translated letters for client in Spanish and in meetings with lead attorneys.
• Completed a FEMA administrative appeal letter and created various dockets.
• Assisted clients with Medical Directive, Fiduciary and POA forms.
• Translated public benefits and acknowledgement letters in Spanish.
• Prepared educational material for legal aid projects.
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4
United Health Care
Senior Customer Service Advocate
San Antonio, Texas
August 2005 – July 2015
Upgraded members’ dental plans, by providing various dental plan options and products available to them in their area.
Resolved members’ dental claims and billing issues.
Reported fraudulent claims filed by the dental facility.
Filed complaints on behalf of the members, for poor dental care, lack of follow up care, and treatment plans with no results.
Assisted members in understanding their Medicare dental coverage.
Guided members through the company website, assisted and reported any technical issues.
Clarke American (Harland Clarke)
Partner Relations Representative
San Antonio, Texas
September 1997/1998 - July 2004/2005
Resolved clients issues with lost, stolen, and fraudulent check orders.
Opened new client check order accounts.
Upgraded partners and clients’ accounts, with new financial products and services.
Worked directly with branch managers and personal bankers in various financial institutions throughout the United States and Guam, resolving fraudulent checks, stolen merchandise, product quality, and client’s complaints.
Resolved clients technical issues on company's website.
Filed fraud reports on clients’ stolen checks.
5
Education
South Texas College:
Degree: Associates of Applied Science Paralegal
Grade point average 3.99
Recipient of Gloria Fitch Scholarship 2016- 2017
President Honor Roll
Invited and inducted member of the National Society of Excellence and Success (NSES), since spring of 2016.
McAllen Memorial High School:
Diploma High School Graduate
Philanthropy Work
Restored SSI benefits: Working with SSA assisted an elderly man restore his SSI benefits, through no fault of his own when his benefits were removed by SSA. Working with local senior citizens: I assist them in understanding their Medicare benefits. Coordinate Doctor appoints, assist with filing overpaid claims through their Medicare plan, and provider issues.
Volunteered with the Texas Rio Grande Legal Aid: As a current Paralegal Student with South Texas College, assisted low income families prepare their Power of Attorney forms and various legal forms as needed.
Member of the South Texas College Paralegal Society: Worked with fellow classmates in increasing our knowledge and skills as future paralegals, by inviting guest speakers from various fields in the law profession.
6
Languages and Skills
Languages: Spanish and Portuguese.
Skills: Skilled in Microsoft Word, Basic Excel, and various internet searches. Familiar with Westlaw Doc & Form Builder, and E-filing. Type approximately 35-40 words per minute. References available upon request.
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