Customer Service Client Relations

KATHLEEN CRUZ

Phoenix, AZ 602-***-**** ********@*****.***

BILINGUAL CLIENT RELATIONS PROFESSIONAL

Highly regarded, meticulous, and innovative Client Relations Professional with 15+ years of progressive experience setting new standards for excellence in client engagement. Proven track record of guiding and driving strategies to skillfully resolve conflict, enhance client experiences, and motivate staff. A dynamic professional comfortable with a range of technologies and challenges.

Highly Personable Strategic Coordination Client Engagement

Staff Training/Development Daily Objectives Complex Operations

Team Building and Coaching Process Management Adaptable to Change SELECTED HIGHLIGHTS

Bilingual – Spanish and English

Assist with management initiatives that improve morale and efficiency.

Personable daily interactions with clients while demonstrating a sense of ownership and professionalism.

Continuously enhance client experiences using empathy and compassion by answering pre-analytical procedural questions and walking clients through processes.

PROFESSIONAL EXPERIENCE

FNOL Immediate Solutions Group Customer Service Claims Representative November 2023 – Present Chubb Insurance – Phoenix, AZ

Manage a high-volume call center environment, handling 60+ calls daily related to Auto, Boat, Yacht, Property, Casualty, General Liability, and Workers’ Compensation claims.

Conduct research and provided accurate claim information for law offices and insurance companies.

Process and resolve 25+ case management claims weekly through email correspondence, ensuring timely and efficient handling.

Assist clients with inquiries regarding Workers’ Compensation claims and medical status updates.

Navigate and utilize 15+ specialized websites simultaneously to gather and deliver comprehensive information during client calls.

Deliver exceptional customer service to high-end clientele, maintaining professionalism and discretion in all interactions.

Coordinate and arrange rental car services for customers through Enterprise, ensuring seamless transportation solutions during claims processing.

Patient Services Tech / Phlebotomist July 2008 – November 2023 Labcorp – Phoenix, AZ

Operate effectively in a dynamic environment with complex and evolving demands.

Build and maintain positive client relationships while serving as a frontline resource.

Manage highly confidential information with accuracy and discretion.

Coordinate billing information, process claims, and reconcile accounts with insurance companies.

Ensure accuracy in data entry and documentation for audits and compliance purposes.

Perform blood collections and obtain specimens for various tests, ensuring adherence to protocols.

Prepare and ship collected specimens for testing, maintaining detailed logs and records.

Provide exceptional administrative, clerical, and customer service support with attention to detail. Kathleen Cruz, Resume – Page 2-602-***-**** ********@*****.*** Laboratory Assistant December 2000 – August 2004

Kaiser Permanente – Modesto, CA

Served as a frontline resource to clients by providing excellent support in-person and by telephone.

Performed accurate and timely collection of co-pays, self-pays, and other patient balances.

Implemented laboratory procedures while collecting and processing specimens for lab testing.

Accurately retrieved and entered data; assessed specimens, evaluated information, entered results.

Maintained precise documentation of all processes and activities.

Ensured workplace compliance; Monitored supply orders and confirmed cleanliness and maintenance.

Effectively maintained compliance with regulatory and accreditation requirements related to safety and lab testing.

Resolved issues by using highly effective interpersonal and analytical skills.

Answered pre-analytical procedural questions with empathy and accuracy.

~ Additional experience includes role as Medical Claims Customer Service Representative (Modesto, CA) EDUCATION

Avalon College, Phoenix, AZ

Esthetics Certification

Galen College, Modesto, CA

Medical Assisting Certification

TECHNOLOGY UTILIZED

Teams, Register, LabCorp Touch, LCM, Microsoft Office (Word, Excel, PowerPoint, Outlook, Photoshop) ADDITIONAL CREDENTIALS

VOLUNTEERISM The Society of St. Vincent de Paul of Arizona / Feed My Starving Children / UMOM New Day Centers INTERESTS Traveling, culture, sports, cooking, organizing, biking, music, water activities

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