Customer Service Agent

Professional Summary

Experience

Education

Skills

SVETLANA ANTONIO

• 818- 914-9735 • ****************@*****.***

Certified Phlebotomy Technician and Customer Service Agent with a robust history at Blue Shield of California, adept in call management and phlebotomy skills. Fluent in English and Spanish, I excel in customer account management and data entry, showcasing professionalism and a keen ability to pay attention to details. Achieved significant improvements in client satisfaction through effective communication, rapid issue resolution and in office medical blood draws. Customer Service Agent, 09/2021 - 05/2024

Blue Shield of California

Answer incoming calls for Medicare members

Managed workload independently with minimal supervision from team lead or manager. Responded to telephone inquiries and complaints following standard operating procedures. Demonstrated excellent customer service skills by promptly responding to inquiries and resolving customer issues.

Customer Service Agent, 01/2020 - 09/2021

Zions Bancorporation

Managed workload independently with minimal supervision from team lead or manager. Communicate with bank members

Answer daily incoming calls for Amegy Bank, Zions Bank, Nevada State Bank, National Bank of AZ, Vectra Bank, all affiliates owned by Zions Bancorporation Navigate several different systems simultaneously for online banking Developed strong communication skills while interacting with customers from diverse backgrounds. Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.

Legal Administrative Assistant, 03/2016 - 08/2019

Kuznetsky Law Group - Hollywood, CA

Schedule medical appointments for injured Workers

Serve letters to all parties as required

Spanish translator for Attorney and Clients

Utilized strong interpersonal skills to coordinate between clients and staff in a professional manner. Organized confidential client files ensuring accuracy of records. Greeted visitors warmly while maintaining security protocols at the front desk. Administrative Assistant I, 02/2014 - 02/2016

The Zenith Insurance Company - Woodland Hills, CA

Complete letters and proofs of service for claims and legal staff in a timely manner Service of legal and medical documents for WCAB court hearings within timeframe Compiled and entered data into various databases to ensure accuracy and completeness. Medical Assistant II, 06/2005 - 01/2014

The Zenith Insurance Company - Woodland Hills, CA

Generate medical authorization letters for clients Liaison between claims staff and utilization review nurses High school diploma: 01/2001

Los Angeles High School

Microsoft Office 2013 (MS Word, Excel, Outlook) Fluent in both English and Spanish References

Languages

Certifications

Data entry, 10-key touch Type 80 words per minute

Building rapport Goal Setting

Phlebotomy Organization

Attention to Detail Empathetic and genuine

References available upon request

Spanish

Fluent

Certified Phlebotomy Technician

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