Client Services

Yuleiza Montes

************@*****.*** 727-***-**** Altamonte Springs, FL

SUMMARY

Connecting with employees and motivating them to achieve goals, while also exhibiting traits of a mentor leadership. I am a flexible and hardworking individual who excels in multitasking and following instructions to achieve company goals and meet necessary deadlines. A detail-oriented professional accustomed to handling routine needs, special projects and a dedicated, performance-driven professional with an accomplishment of outstanding customer service. WORK EXPERIENCE

ABI Document Support Services LLC Lake Mary, Florida Client Support Specialist III May 2024 - Present

• Respond to all client inquiries regarding updated status of order(s), by e-mail or phone, depending upon the client’s preference and/or the time-sensitivity of the order

• Averages from about 90-350 touches on emails, rejections and escalations per day

• Lead the team and train new hires on behalf of the Supervisor, when the Supervisor is out of the office

• Proactively contact clients by e-mail/phone and provide a clear explanation of any delays to orders and the reason(s) for the delay and coordinate with client on any additional information needed

• Review all Certificates of No Records for validity and completion prior to routing to Billing

• Review all Cancellations and/or Case Settled orders for appropriate closing statement prior to routing to Billing

• Review all Objections and/or Motions to Quash for appropriate status and/or closing statement prior to routing to Billing

• Review all work orders received from the Retrieval Department for reason of Facility Non-Compliance and ensure that all procedures were followed to allow closure, prior to routing to Billing

• Perform internet research as needed to locate working phone/fax numbers or a physical address for business entities you are asked to contact per client request, or to offer the ordering client options for various entities they may want to Subpoena

• Monitoring of Work In Progress for new and sensitive client orders, utilizing all Reporting tools such as ABI Pro

• Dedicated to cultivating, maintaining, and enhancing an organization's relationships with its clients

• Ensuring that clients feel valued and understood, which is crucial for fostering long-term loyalty and satisfaction

• Record and communicate client onboarding or billing issues with management regularly

• Coordinate preparation and delivery of reports as requested by management

• Work with other departments on functions that span departments and to cross train key function

• Administration

• Clerical

• Proofreading

Record Retrieval Specialist II May 2019 - Apr 2024

• Procure documents and records about a persons health care, employment, insurance and any other records needs for a case going on trial

• Collecting medical records from health care providers, such as a physician's office or hospital, employment records, insurance records and then performing data entry services to place the relevant information in a secure database

• Averages from 80-200 emails and/or calls per day to employers, healthcare providers and educational institutions

• Ensure secure remote access for our clients such as an attorney, paralegal and legal assistant to view and obtain records needed

• Make contact with different facilities and employers to request records

• Researched and analyzed customer feedback to identify areas of improvement

• Coordinated with other departments to ensure efficient workflow processes

• Participated in ongoing training and compliance activities

• Maintained positive working relationship with fellow staff and management

• Identified needs of customers promptly and efficiently Healthfirst Lake Mary, Florida

Senior Customer Service Agent Dec 2014 - May 2019

• Provided and educated our members on their benefits and accurately answer any questions that may have arise during phone conversations

• Served as a Team Leader

• Delegated with my Supervisor and the team on handling workloads.

• Interacting by phone with providers and members to provide information in response to inquiries, concerns, and questions about insurance coverage and products Healthfirst offers

• Transferring calls from members and providers to the appropriate department

• Following-up on inquiries and complaints that have not been resolved

• Interacts with customers to provide information in response to inquiries about products and services

• Perform research on billing inquires and claims to provide payments and refunds

• Acts as a liaison between various departments to address concerns

• Identify, research, and resolve customer issues using the computer system.

• Follow-up on customer inquiries not immediately resolved

• Research member/provider billing and claims issues

• Research payment and refund issues

• Handle and resolve customers complaints

• Ability to navigate through automated information systems to analyze the caller’s situation

• Ability to perform in a fast paced, changing environment

• Speaks in a way the customer can understand

• Serves as liaison between the customer and various departments

• Other duties as assigned by the management team related to job functions (sort incoming faxes, correspondence, fax transportation forms, etc.)

• May be required to work some overtime as the business requires

• Demonstrates the ability to perform in a highly metric driven environment, maintaining minimum quality scores or better

EDUCATION

Deltona High School

High School Diploma, General Education

Deltona, FL

May 2001

SKILLS

Empathy • Problem Solving • Communication • Effective Listening • Patient • Multi-Channel Communication • Proactive • Emotional Intelligence

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