Customer Service Social Media

Trudy Deleon Soto

Intellectually skilled in customer service, networking, social media, telecommunications and delivering government US mail and data inputting calculations on federal tax return documents.

Manor, TX 78653 *****.*******@*****.*** +1-512-***-****

Professional Summary

•My skills consist of the high demand of today's technology platforms, AI. Federal Government, State Offices, US Postal Service Union member

•AI Software and Platform Member

•Trust and Safety Digital Media and Rights Intellectual Property Aligned

•Social media and networking configuration assistant

•Telecommunications Specialist

•5G Wireless Home Internet & other smart devices technology support with customer service expectations

•Administrative Assistant Certificate accomplishment from a Vocational Trade School

Authorized to work in the US for any employer

Work Experience

Rural Carrier Associate (RCA)

United States Postal Service-Manor, TX

June 2023 to October 2024

•Sorted and distributed incoming mail to appropriate departments, ensuring timely delivery

•Processed outgoing mail by weighing, stamping, and labeling packages and envelopes

•Resolved customer inquiries regarding lost or misdirected mail in a professional and efficient manner

•Collaborated with other departments to coordinate interoffice deliveries and courier services as needed

Customer Service Rep & Wireless Home Internet Technical Support

ACCENTURE FLEX-CLIENT/VERIZON WIRELESS-Nashville, TN

September 2022 to March 2023

•Adding home Internet 5G service for new customers includes troubleshooting support for any devices they may incur needed assistance

•Scheduling deliveries with customers purchases with protocol disclosure agreement

•Providing helpful knowledge base tools and tips to manage all equipment use or detailed features of each device on the accounts

•XML programming language to understanding the support platform when troubleshooting step by step protocol

Platform Experience Practitioner Content Review

Accenture Flex LLC-Austin, TX

•January 2022 to O

ctober 2022

•Review potential infringing Intellectual Property reports and resolve according to company policy providing feedback on trends, escalations, tool systems corresponding on a daily routine on social media, Facebook, Instagram, TikTok, WhatsApp, YouTube, responding to reported tickets through a queue sequence

•Providing direction to these inquiries and submitting the correct content review specifications per social media guidelines

•Review content for intellectual property violations. Assess authenticity of account ownership and optimize algorithms to identify fraudulent accounts

•Provide suggestions to improve the process and workflows. General data entry related tasks

•In this role, I experienced and was exposed to potentially disturbing content which I handled well at level of resilience and maturity

Contract Assignment/Virginia DSHS Public Health Department

TEKSYSTEMS-Austin, TX

January 2021 to May 2021

•High volume contact center environment turnover calls back-to-back

•Remote assignment provided with hardware equipment security clearance and 2-factor authentication to abide by

•Microsoft online.com work account- portal direction setup - for correspondence

•Created personal profiles of potential candidates’, managing secure private information – clients medical records accounts for all patients for accessing their vaccination records and other DSHS Health concerns. Abide by all national standards to protect sensitive patient health information within the HIPAA guidelines and regulations law

•Multitasking duties verifying candidate’s appointments that were pre-scheduled in the client support database. Data entry information at high volume workloads updating PHI on a daily repetitive basis

•Meet daily schedule adherence quality assurance percentile and metric performances weekly, attend zoom meetings, adjusting working schedule for training attendance or learning regimens, meet or equal to time management direction

Blackout Operator

Tata Consulting Services, Ltd-Austin, TX May 2019 to November 2020

•Remote work Intel hardware equipment to use at home per client, GOOGLE, Inc.

•Monitor live video streaming using in-house tools and dashboards such as DVR programming extension tools by GOOGLE, Inc.,

•Monitoring live airing sporting events on broadcasting stations that our client is contracted to manage in North America

•Make sure that YouTube TV programming is airing as scheduled

•Managing multiple tools, applications in web browsers subsequently

•Adjust live event(s) and/or program(s) using the schedule audit tool also known as the EPG tool

•Programming adjustments must be accurately done as per client YouTube TV guidelines and expectations for their customers

•Disable and enable viewing criteria in the pacific areas managed by the client or station owner who process these viewing restrictions

•Focusing on the start and end times of these program airings

•QA and metrics met at 100% accuracy with zero errors per the client, GOOGLE, Inc.,

•Everyday use of GOOGLE apps, extension tools, spreadsheets, chat rooms, hangouts, IM messaging apps, PowerPoint software, Gmail, keep, docs, sheets. Use of Microsoft products like Outlook, MS Word, excel, Microsoft 365 and office suite apps and software and hardware

•Editing/adjusting certain blackout programming, knowing the knowledge on how to do so and there search on where to locate its embargo station results

•Knowledge of Google apps, Google tools, products, services, and communications.

•Daily mandatory virtual meetings using Google meets, accepting in through Google calendar. Accepting cross training to have as learning a new skill or one-on-one coaching at times when available and it is recommended to get more knowledgeable at your job

•Worked closely with other operators in team huddles solving system malfunctions, addressing blackout changes, summarizing ideas with other teammates, and communicating with our team, team leads, supervisors, and GOOGLE personnel team managers to implement latest arrangements to the system platforms to make it better for our customers experience

Contract Assignment/Provider Enrollment Specialist

BCFORWARD-Austin, TX

August 2018 to October 2018

•Interact professionally with providers and ancillary staff to provide appropriate and timely response to inquiries and concerns regarding provider enrolment

•File maintenance for Medicaid programs and all other provider types

•Process to completion 100% of assigned applications utilizing documented work instructions and meet minimum quotas daily

•Data entry of paper applications with validation of provider submitted enrolment information to ensure the enrolment application meets the minimum standards

•Send out deficiency letters to notify providers of incomplete inaccurate applications, revise existing deficiencies based on QA audits

•Respond to inquiries regarding status of applications received. Research and resolve work information using in house tools as KB

•Assigned a daily workload and a completed request to assign more if complete early or need to help others to get the quota met

•Weekly meetings held with supervisor and backups to go over weekly stats, quota, performance, updates, revised documents

•Worked with other team members, and supervisors to resolve certain caseloads in a highly fast pace working environment

Customer Service Representative II

LogistiCare Solutions-Austin, TX

June 2018 to August 2018

•High volume Contact Center working environment excessive inbound calls

•Transferring Medicaid recipients to the Tele-Ride department. Where the Medicaid recipients can communicate with a representative who sets up a time to pick up the customer who needs rides to and from their doctor visits

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

•Handle and resolve complaints, reservations, schedule Medicaid client pick up and drop off transportation

•Call to other departments on status of departure for a client, status on ETA's, location status

•Handling of incoming inbound calls in a fast pace high volume medical transportation program through specific healthcare plans contact center focusing on the healthcare field

•Ensured efficient and accurate entering of all requests from the client, or client's authorized family members who are allowed to contact our services on the client's behalf, or other authorized personnel who can speak on the client's behalf

•Documenting complaints and issues while providing superior customer service

•Assist customers with transportation questions and concerns, schedule, modify and cancel reservations as requested, ensure that all relevant customer information is documented

Contract Assignment/Enrollment Broker

Hawkins Personnel Services-Austin, TX

June 2018 to August 2018

·Responding to numerous phone inquiries

·Using standard technology: telephones, e-mail, and web browsers

· Assisting callers in finishing online applications

· Completing daily electronic call logs

· Filling out timesheets

· Adhering to privacy rules

· Connecting callers with leadership as needed

·Maintaining up-to-date knowledge of regulations and policies as they apply to the healthcare programs we service

·Reporting problems through an easy online system

·Responding to telephone inquiries within set time parameters

·Completing all assigned training as necessary

Customer Service Representative II

Collabra-Austin, TX

May 2018 to June 2018

Handling inbound and outbound calls.

·Managing inboxes with incoming emails, faxes with inquiries, orders, and range of requests from customers, patients and the field.

·Experience working with Microsoft Office Suite. SAP,ERP.

·I facilitate new account setup and account changes, make welcome calls to new customers, validate pricing eligibility, facilitate pricing setup and assist accounts in receiving. · Manage direct to physician orders placed via phone, fax, email, and sales reps (providing field sales support).

Provider Contact Representative, CSR II

ARTECH Information Systems-Austin, TX

November 2017 to February 2018

·Experienced working in a fast-pace contact center handling inbound calls from Healthcare Providers.

·CRM system utilized for entering each caller’s information.

·Verified Medicaid client's eligibility for coverage for medical, dental, long-term care, and Medicare providers.

·Followed all HIPAA guidelines and requirements

·Audited claims documentation to ensure accuracy of service dates for claim purposes

·Determined if the member had any insurance coverages and obtained details from the provider.

·Extensive knowledge of Medicaid managed care organizations plans and knowledge of how to contact these MCO groups.

·Provided claims details on how to submit a claim looking at the claims and explaining the status of a claim to the provider.

· Researched the decisions that TMHP has made on Medicaid claims.

· Escalated tickets to tier II and tier III teams when necessary or when providers ask for an escalation.

·Provided TMHP claims/appeals and state administrative appeals information and addresses directing providers on the process of new day claims, claim appeals.

·Experienced with filing deadlines on claims, what type of forms to use.

·Created tickets for each call referencing the client with a auto generated ticket number

Contract Assignment/Customer Support Specialist

Sun Technologies Inc.-Austin, TX

May 2017 to July 2017

•High volume Contact Center support working environment

•Communicating issues with customers in a fast-paced environment & handling all technical support issues through a step-by-step workflow spreadsheet provided by our training experience courses

•Handled troubleshooting tips with Wi-Fi, internet, hot spot connections, wiring, access points and more to name the least

•Assisted AT&T service location for clients or customers needing new set up hotspot services in their home, business, or their vehicles for the first time

•Navigating clients through instructions with AT&T equipment and hardware step-by-step to improve or repair services to their location

•Access hotspot points of location for random callers not necessary clients.

•Assisting our company clients all over the USA. Hotels, Restaurants, small businesses to assist their connection services with AT&T Wi-Fi Connect

•Dispatching AT&T service technicians to specific locations to meet the clients anywhere in the USA

•Escalating tickets to teams over my expertise, when unable to resolve the client’s issues

•Produce a product ticket to clients for shipping out new AT&T hardware, when necessary, produce the ticket reference number to the client so the client can contact us and check the status of the Reference Confirmation Ticket(s)

Behavioral Health Representative, CSR II

AEROTEK-Austin, TX

August 2016 to March 2017

•Provided service to members internal and external clients in a fast-paced office setting, contact center

•Assisted members with medical insurance benefits and with finding providers in the area who accept members insurance

•Knowledgeable with timely filing guidelines for all claims and help the medical claims workflow process

•Experienced in working with the provider relations support department for prior authorization requests, facility locations, and behavioural health queries

•Assisted with the admissions process and other services pertaining to members such as intakes, medical terminology, CPT code knowledge, ICD-10 code knowledge, documenting changes to members records

•Corresponding with other healthcare facilities, or organizations, hospitals, mental health facilities, Alcohol & Drug rehabilitation facilities and all other types of provider offices to facilitate inpatient/ outpatient services for our members

•Provided verification of eligibility and overview of member benefits

•Confirmed all HIPPA guidelines daily without exception

•Worked alongside clinicians and the director of behavioural health regarding member cases

•Experienced with credentialing for providers to ensure compliance with all necessary guidelines and requirements on the local, state, and federal level

•Skilled with determination of eligibility, collections, reimbursements, disciplinary actions, and provider reinstatements

•Created claims for processing and corrected incorrectly entered claims then submitted to the claims appeal department

•Provided claim clarifications, claim denials with a claim number for explanation on specific claims, and researched claim details for accurate explanation of benefits

Contract Assignment/Customer Support Specialist II

KFORCE-Austin, TX

January 2016 to May 2016

•Experienced in engaging in inbound calls from Home Depot Associates Nationwide, contact center working environment

•Experienced role in technical troubleshooting Sale Associates from the Home Depot Stores in United States of America

•Assisted the associates with login issues to their systems that we were connected to, Resetting the passwords of associates when they needed us too because it locked them out of the application, they have access to, to complete their daily work

•Assigning the associates email passwords or navigating them to access the emails they seem to not have access to, when once they did have access.

•Unlock associates’ devices as needed to perform their daily duties

•Remote in devices to gain visual access to the devices malfunctioning issues.

•Solve the non-functioning device and if necessary, assign a new device to that store. It may be handheld device that assists the associate to use as a SKU number on the items we sell at The Home Depot stores. Or a communicating device, cell phone which also can pinpoint a certain location of a part or product within the store

•Place reference tickets to these associates with these devices to stabilize the device and have access to the reference tickets to trace the devices and keep track of its functioning system. And if needed to be replaced

•Unlock registers if an associate cannot get into a numbered register, they need us to go in the registering system that keeps all Home Depot’s registers aligned in this process

•Work with other departments and transfer callers to the area of specific location

CSR & Tech Support Agent

Harte Hanks-Austin, TX

August 2014 to January 2016

•High pace high volume Contact Center taking only inbound calls back-to-back daily reaching about 100calls on busiest days

•Assisted customers with the FedEx website, for navigation purposes, including opening accounts, assisting with completion of paperwork for the customers shipping needs such as assisting with customs paperwork detailing packing information

•Consulted with other departments, transferring calls, warm transfers

•Assist with billing online issues, navigating on the website, directing customers on how to pay their invoices online

•Creating shipping labels, assisting with customers billing reports and how to create cv files importing and exporting these files to how the customer would like the files to be uploaded on a certain spreadsheet like excel

•Navigating customers on the website to assist with their accounts such as auto

•pay accounts, placing customers on and off auto pay with permission from these customers

•Experienced in tracking packages for callers receiving a total of 100+ calls on ground, air, air freight, overseas packages, or freight, communicating with hub offices all over the country to trace and locate

Account Manager

austiNuts Wholesale, Inc.-Austin, TX May 2012 to March 2014

· Marketing products, ensuring stock is on-hand, this was handled by the drivers who delivering to the grocery stores and other place of destinations needing our products · Invoices entered in QuickBooks for easy managing of services.

· Process orders taken from the front office and handing orders to be filled.

· Packaging products back in the designated packing zone in the warehouse.

· High volume work orders during the peak seasons, working at a fast pace · Data entry orders and entering the orders in QuickBooks.

· Receiving incoming USPS mail. FEDEX, UPS, DHL & other packed mail coming & going checked every workday.

· Answering telephone calls and greeting visitors to provide information and assistance.

· Filing and organizing files of Accounts.

· Assigned store accounts like H.E.B, Kroger, United Market, and My Fit Foods.

· Completed work orders on a deadline schedule.

· Created shipping labels for UPS Service to pick up our big quantity orders.

· Prepares inactive files for storage.

Education

Associate degree in Business Administration

Southern Careers Institute - Austin, TX

June 1995 to January 1996

General Educational Diploma in Science Math English Writing

Austin Community College - Austin, TX

June 1995 to August 1995

Skills

•Mail Carrier (1 year)

•Software troubleshooting (10+ years)

•Administrative Assistant, Office Assistant Skills (10+ years)

•Emailing, fax by email correspondence (10+ years)

•Customer Service Representative Contact Center CSR II (10+ years)

•5G Wireless Home Internet knowledge and Technical Support Skills (10+ years)

•Communication, Attentive Listening, Attention to detail-oriented tasks. (10+ years)

•Medical terminology, CPT code knowledge, ICD-10 codes, EOB, COB terminology. (5 years)

•Multi-tasking skills and high demand deadlines in a fast pace working environment. (10+ years)

•Office and Clerical duties skills (10+ years)

•Microsoft 365, Outlook, Gmail, One Drive, Microsoft Teams, Zoom, IM's, DM messaging, Blue Jeans (10+ years)

•Data Entry, Ten-Key, Data Transcriber Skills (10+ years)

•Manage and operate all types of different office equipment fax machines, printers, typewriters, scanners, replacing and ordering process (10+ years)

•Alpha, Numeric filing system, Film phishing skills (10+ years)

•Medicaid Services and Plans, Managed Care Organization Services, MCO Plans, HIPPA, PHI Laws and Policy Acts (10+ years)

•Processing, Researching, Verifying Claims, Giving Status & Report Details, Creating Reports & Documents, DocuSign, Claims department statements. (10+ years)

•Internet Streaming Process and EOG spreadsheets, DVR video and Audio configuration files. (5 years)

•XML language, Networking (5 years)

•Google Docs, Google Sheets and all Google type applications skills (10+ years)

•Customer service skills public service and phone service skills (10+ years)

•Delivery driver experience (10+ years)

•Driving Skills, Writing Skills, Time Management skills (10+ years)

•Linux (10+ years)

•Help desk support skills (10+ years)

•Knowledge in Medicare Services and Plans (5 years)

•Front Desk Admin Tech, Office Greeter, Handling money (10+ years)

•Time Management complying (10+ years)

•Inbound, Outbound queueing phone system, CRM Ticketing software (10+ years)

•Business Requirements (10+ years)

•Spanish (10+ years)

•AI (2 years)

•Mental Health Intake process for the client’s admissions (2 years)

•Java (10+ years)

•Authentication (10+ years)

•QuickBooks (1 year)

•Microsoft Word, Excel, Sheets, Suite, Office software and apps (10+ years)

•DVR Audits, processing blackouts, using a database system 3 years

•VPN (4 years)

•Healthcare skills, Behavioural Health department Intake process, Verification of eligibility requirements, healthcare coverage and benefits information Verification (4 years)

Languages

• Spanish - Fluent

Links

http://www.linkedin.com/in/trutodap78653

Certifications and Licenses

Certified Provider Credentialing Specialist September 2017 to Present

Texas Medicaid Healthcare Partnership, TMHP- AUSTIN, TX 78721

Word Processor/ Administrative Assistant Certificate

January 1996 to Present

Acquired this certification with accredited Associate's Degree diploma.

Driver's License

September 2020 to September 2025

Class C Texas driving license

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