Customer Service Data Entry
Resume:
Frances Morales
**** ******* **. *******, ** ****5
************@*****.***
Summary:
● Frances is a passionate customer service professional with a proven track record in customer service, data entry, and medical office management.
● Experience in handling high volume inbound and outbound calls and poses phone etiquette.
● Expert in medical terminology comprehension, HIPAA compliance, and various Medisoft software.
● She is based in Orlando, FL, and is available for on-site work.
● Bilingual in Spanish and English.
Skills:
● Medical Terminology Comprehension and
familiarity (MEDISOFT SOFTWARE EXPERT)
● Phone etiquette.
● Inbound/Outbound Calls
● Computer Skills (MICROSOFT
OFFICE/EXCEL/AMADEUS/WINCRUISE)
● Bilingual Spanish/English (FLUENT)
● Medical Office Management & Operations
● Client Services
● Customer Service
● Marketing & Sales (Fast paced environment)
● Knowledgeable of HIPAA COMPLIANCE
requirements
● Excellent multi-tasking skills
● Communication skills
● Data entry
● Sales
Experience:
Looking for a new Opportunity since Jan 2024
First Responder / Telephone Operator
Orlando Health – Remote Dec 2023 – Jan 2025
● Answers and processes a high volume of calls accurately, professionally and with a positive attitude.
● Processes codes and trauma calls quickly and accurately.
● Monitors various alarm systems in the work area to quickly and efficiently notify appropriate personnel when an active alarm is received.
● Transfers callers to correct room, department or individual with a warm handoff.
● Operated specialized computer systems/consoles to facilitate the rapid processing of messages, work orders and services requests.
● Ability to read, interpret and follow processes, policies and procedures and other related documents.
● Dispatches appropriate personnel by radio or paging system.
● Delivers appropriate pages to physicians, on-call personnel and other Orlando Health employees as needed.
● Familiar with HICS and able to function during emergency situations.
● Initiates overhead pages accurately and professionally.
● Maintains flexibility in work schedule in order to meet the needs of the departments 24/7 operations, including weekend and night shifts.
● Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
● Maintains compliance with all Orlando Health policies and procedures. Customer Service / Total Loss Specialist
IAA, Inc. – Remote Sep 2022 – Dec 2023
● Reviewed new file assignments to conclude the most effective handling procedures required to acquire
● title documents based on established guidelines.
● Handled telephone inquiries on claim status about the total losses title process.
● Obtained and reviewed reports, statements, records, and related materials to inform process decisions within established guidelines and own first-level service recovery efforts and critical issue resolution.
● Had to direct ownership of first and second-level service recovery efforts and escalations.
● Ensured that all documents about a claim were electronically attached and labeled in the file management system.
● Responded to all correspondence under the established accountability standards.
● Provided vehicle owners with the information they need to navigate the title procurement process by clearly setting expectations and outlining the next steps.
● Communicated when all documents have been received so the process can flow.
● Provided relationship and professional service to customers, peers, and partners.
● Handle a high volume of Participant phone calls (Inbound/Outbound).
● Acted as a mentor within the department in areas of subject matter expertise.
● Executed with speed and urgency to conclude, communicate, and obtain all documentation required to prepare the vehicle for sale.
● Addressed assigned inventory of salvage vehicles to drive effective results, using state-specific methods and processes.
● Learned and maintained detailed knowledge of state salvage and title laws for assigned states and may aid partners by answering questions about owner-retained salvage laws and salvage title laws.
● Documented files to include all key procedures, next steps about the title process, and interactions with customers, vehicle providers, and internal partners. Took time off as her parents passed away.
Customer Service
American Safety Council - FL Mar 2019 – May 2020
● Deliver excellent customer service to our customers and affiliates.
● Remain customer-focused to provide excellent customer care and maintain a positive attitude.
● Investigating and solving customer service complaints.
● Maintaining documentation about customer service department activities.
● Handle a high volume of Participant phone calls (Inbound/Outbound) regarding their benefits eligibility, claims, premiums payments, and pension plans.
● Review and process Participant records, including legal documentation, account numbers, addresses, beneficiary designation, plan selections, etc.
Took time off as her parents got sick.
Customer Service
Quality Auto Service – FL Dec 2016 – Feb 2018
● Oversee our customer service team.
● Manage and train Customer Associates
● Set reasonable customer satisfaction goals and work with the team to meet them consistently
● Interact with customers daily, responding to their questions and guiding them to the appropriate service.
● On-board new employees and train them based on your expertise and skill set.
● Create and implement an effective customer loyalty program. Customer Service - FL
Boost Mobile Jan 2016 – Oct 2016
● Promote sales by assisting customers and offering suggestions.
● Ability to communicate professionally in person and by phone.
● Stock shelves, counters, and tables with merchandise.
● Provide prompt and courteous service to all customers.
● Utilize product knowledge to promote sales.
● Responsible for ensuring store appearance is always clean and presentable.
● Enter register transactions accurately.
Customer Service
Asurion Call Center – FL Mar 2014 – Dec 2015
● Attracts potential customers by answering product and service questions and suggesting information about other products and services. Opens customer accounts by recording account information.
● Maintains customer records by updating account information and making claims for damaged devices.
● Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or
● adjustment; following up to ensure resolution.
● Maintains financial accounts by processing customer adjustments and payments.
● Recommends potential products or services to management by collecting customer information and analyzing customer needs.
● Prepares product or service reports by collecting and analyzing customer information.
● Contributes to team effort by accomplishing related results. Call Center
Aegis Global Communications – FL Aug 2011 – Oct 2014
● Acknowledge and appropriately greet and assist every customer promptly.
● Process customer orders on savings programs, investments, and credit card protection.
● Manage telephone calls (Inbound/Outbound) professionally, efficiently, and with good communication skills.
● Support strategic sales plan and marketing strategies outlined by the sales team and facilitate joint marketing calls where applicable.
Call Center
HSC-TRAVEL – FL May 2009 – Apr 2011
● Screen and process all Inbound customer calls.
● Follow up with customers on all changes and modifications before travel dates.
● Assist customers with vacation package issues and expedite results.
● Provide information and options for future travel.
● Group coordinator/specialty cruises.
● Provide information and options for future travel.
● Acquire customer details in order to process 50 cruise competes per day. Education:
GED
St. James Academy
Contact this candidate