Customer Service Representative
Resume:
Karla D. Medina
Chicago, IL 60623
************@*****.***
OBJECTIVE
Seeking Customer Service position with established organization that values loyalty and hard work where I contribute my professional experience to provide customers with a superior level of service and exceptional communication skills to increase customer satisfaction.
QUALIFICATIONS
• Bilingual in English and Spanish to assist customers and complete detailed reports
• Communicate effectively to establish relationships with coworkers and customers to increase efficiency
• Multitask in a fast paced environment to complete time-sensitive tasks by prioritizing responsibilities
• Engage with individuals from various backgrounds to accomplish the desired-goals of the company
• Maintain control and productivity under stressful situations to provide information-based decisions
• Supervise, manage, and motivate a group of individuals to delegate responsibilities accordingly
• Solve problems to prevent any potential issues to the company by being detail-oriented
• Dependable to perform at the highest-professional level to secure and obtain the company’s desired-outcomes
• Excellent computer literacy abilities such as computing and calculating to complete tasks
WORK EXPERIENCE
Clarifty Partners
Bilingual Customer service representative 6/2018 thru 12/2024
Handled all inbound calls for City Of Chicago Parking Ticket Helpline regarding their parking tickets. Assisted motorist with In-person hearing request, setting up Payment plans for regular tickets or for booted vehicles. Had motorist email their Drivers License if it was not merged to his notice# so system can allow motorist or myself to setup pp
Eligo Energy
Costumer Care Specialist/Consultant September 2017- January 2018
Responsible for customer information tracking, energy consultation, billing, accounting & new customer acquisition & sign up, as well as customer account processing and monitoring.
Five9 Automated
Zendesk customer integration tickets system
Portal Customer Contact/ Information Database & CRM Tracking systems
Latitude/Smarts
Customer utility invoice systems, Customer Quote Forecasting. Used various Energy quoting portals to access best energy pricing model for current/new customers
NorthWestern Medicine
Customer Service Representative (Bilingual-Spanish) November 2016 –April 2017 Handle incoming calls through EPIC regarding any billing inquiries and billing disputes. Add or update medical health insurance coverage, Workman’s Comp and TPL. Forward certain accounts to insurance Follow-up or coding department when . requested. Set up Payment Plan when patient cannot pay charges. E-mail collections agencies when patient pays collection balance directly to NorthWestern so they may close account and stop further collection. Take credit card payments via-phone. Bill correct responsible party when updating insurance company. Send accounts to audit department when giving credit or removing charges.
Maximus
Customer Services Representative (Bilingual-Spanish) December 2012-November 2016
• Respond to inbound calls from clients concerning their re-determination for IL Medicaid
• Responsible for making outbound calls to encourage clients to submit missing documents
• Communicate to both English and Spanish clients regarding the status of their case
• Document the account to update each file with detailed notes, while being mindful of all policy guidelines for the Department of Human Services (DHS) and Healthcare and Family Services (HFS) medical group.
Pronto Connections
Customer Service Representative, Aug. 2011 – Mar. 2012
• Handled all inbound calls and accounts for new subscriptions for Chicago Tribune Company
• Received donation pledges for many pledge drives geared towards all public broadcasting companies
• Managed employment applications for PLS and Pronto companies to facilitate the hiring process
• Maintained highly organized databases to increase efficiency in various work departments
Calzada& Associates
Income Tax Preparer/ Receptionist, Jan. 2005 – Apr. 2011
• Executed administrative responsibilities to increase productivity in the workplace to increase accounts
• Organized and filed tax preparation confidential-documents to ensure an up-to-date database
• Translated Immigration documents from Spanish to English to facilitate the applicant’s process
• Scheduled appointments, answered any incoming inquiries, and completed daily detailed-reports
People’s Gas
Customer Service Representative, Apr. 2000 – May 2002
• Responsible to handle billing inquiries and provide clear answers to customers in a timely manner
• Informed customers about deferred payment options and set them up with budget plans
• Operated a multi-line AS400, answered calls, and directed calls to its corresponding departments
• Processed new and final customer applications by verifying that all information was provide and accurate
Safelite
Customer Service Representative, Jan. 1995 – Apr. 2000
• Verified insurance coverage and linked customers to their referrals to complete necessary procedures
• Promoted to Customer Service Representative II position to continue increasing customer loyalty
• Processed all home and auto claim reports to ensure that the customer was assisted compassionately
• Answered and processed customers inquiries in a timely manner that increased customer satisfaction
EDUCATION
West Side Technical Institute Professional Bank Teller Certification
College of Office Technology `
Daley College General Equivalency Diploma
References are available upon request
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