Customer Service Call Center

Delores Lerma

Phone: 346-***-**** Email: *****************@*****.***

PROFESSIONAL SUMMARY

A dedicated and highly adaptable professional with extensive experience across multiple industries, including healthcare, technology, pharmacy, customer service, and insurance claims. Proven ability to thrive in high-pressure environments while delivering exceptional customer service. Skilled at handling complex tasks, working with diverse teams, and continuously learning new systems and processes. Known for strong communication, problem-solving, and multi-tasking abilities.

PROFESSIONAL EXPERIENCE

Claims Representative

2009 – Present

Today’s Respiratory (Private and Medicare/Medicaid)

Review and process insurance claims for various insurance companies, including private, Medicare, and Medicaid.

Ensure all claims are compliant with company policies and government regulations.

Communicate with clients, medical providers, and insurance teams to resolve discrepancies and ensure prompt payment.

Verify patient information, medical history, and procedures to determine eligibility and claim details.

Provide clear and accurate updates to clients regarding claim status and outcomes.

Assist in identifying trends in claims and recommending process improvements. Comcast Communications

2006 – 2009

Worked in a high-volume call center, handling accounts for residential and business clients.

Provided technical support, billing assistance, and troubleshooting for internet, cable, and phone services.

Managed customer concerns and complaints with empathy, ensuring the best resolution for the client and the company.

Assisted with account upgrades, service cancellations, and promotional offers.

Maintained a positive relationship with customers through clear communication and exceptional service.

Consistently exceeded performance goals for calls handled, customer satisfaction, and service accuracy.

Call Center Representative

Studelink Communications

2002 – 2006

Delivered exceptional customer service as part of a high-volume call center.

Handled customer inquiries, product issues, service troubleshooting, and account management.

Processed orders, provided account updates, and resolved technical issues for clients.

Provided product knowledge and solutions to ensure customer satisfaction and retention.

Met and exceeded performance metrics, including call resolution time and customer satisfaction.

Collaborated with cross-functional teams to improve the overall customer experience. Pharmacy Technician

Building Pharmacy

1991 – 2002

Supported pharmacists in the preparation and dispensing of medications in a fast-paced pharmacy environment.

Managed prescription processing, patient records, and inventory.

Verified dosage and medication details to ensure accuracy and safety.

Provided customer service to patients by answering questions about medications, side effects, and dosage instructions.

Trained and supervised new pharmacy technicians, ensuring adherence to company policies and standards.

Managed medication inventory, including ordering supplies and monitoring stock levels. EDUCATION

Herman Memorial Wellness Center, Houston Baptist University 2008 – 2009

Completed coursework for Massage Therapy training.

Gained hands-on experience in therapeutic techniques, anatomy, and patient care. MTI Microcomputer Tech - Computer Business Major

1995 – 1997

Acquired a solid foundation in computer systems, troubleshooting, and business applications.

Developed technical proficiency in operating systems, networking, and IT support. Alternative School, Rosenberg, TX

GED – 1994

SKILLS

Exceptional multi-tasking and problem-solving abilities.

Strong communication and interpersonal skills.

Knowledge of pharmacy operations and medication management.

Proficient in insurance claims processing (Medicare, Medicaid, Private Insurance).

Experienced in handling complex customer inquiries in high-volume environments.

Expertise in respiratory therapy and patient care.

Technologically proficient with various computer systems and software applications. CERTIFICATIONS & LICENSES

CPR Certified

Pharmacy Technician Certification

PROFESSIONAL DEVELOPMENT

Regularly attends continuing education courses to stay up to date on the latest developments in respiratory therapy and healthcare practices.

Actively participates in training programs for customer service and claims management. ADDITIONAL INFORMATION

Excellent work ethic and a strong commitment to providing high-quality care and service.

Consistently recognized for attention to detail and the ability to learn and adapt quickly to new processes.

Able to manage multiple roles and responsibilities while maintaining a positive attitude and high standards of performance.

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