Customer Service Professional with Problem-Solving Focus
Resume:
Diploma:
General Studies
Mt. Whitney High
Visalia, CA
***************@*****.***
Phoenix, AZ 85006
Skills
• Analytical and critical thinking
• CRM software
• Microsoft office
• First-call resolution
Customer communication and
empathy
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• Ticketing systems
• Collaborative team player
• Multitasking and organization
• Adaptability and flexibility
• Call center experience
Education
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results. Robert Half - Customer Service Representative
Phoenix, US
02/2024 - 01/2025
Maximus - CSR 1
Phoenix, US
10/2023 - 02/2024
Aston Carter - Customer Service Representative
Phoenix, US
11/2022 - 02/2023
Sonia Lopez
Professional Summary
Experience
Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
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Formulated insightful questions to identify service requirements and logged data into electronic systems.
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De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
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Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
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Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
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Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
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• Adhered to HIPAA requirements to safeguard patient confidentiality. Understand and follow the procedures and processes of the Veterans Affairs
(VA) program, and perform all tasks in a courteous and professional manner.
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• Manage prioritized tasks in a time-sensitive environment. Research systems to find missing information, and coordinate with other departments to resolve issues.
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Met and exceeded productivity targets by handling every interaction with top-notch customer service.
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Managed multiple tasks simultaneously while providing excellent customer service experience.
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Utilized electronic medical records (EMR) systems for accurate and up-to-date scheduling information.
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Answered incoming calls from patients inquiring about their upcoming appointments or requesting changes to existing ones.
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Provides outstanding customer service related to veteran care through the Community Care Network (CCN) in a fast-paced contact center.
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Responds to inbound calls and chat messages regarding authorizations for medical and behavioral health care, provider status and availability, or claims payment and status.
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Tulare, CA
Rocket Mortgage - Vendor Specialist
Phoenix, US
08/2020 - 07/2022
Lexington Law - Contact Center Specialist
Phoenix, US
03/2020 - 08/2020
Cigna Insurance Companies - Customer Service Representative (CSR) Visalia, US
06/2017 - 12/2019
Accurately assesses caller requests, answers caller inquiries, and processes requests while focusing on first-call resolution and/or appropriate call escalation protocols.
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Make outbound calls to schedule appointments based on veterans' or VA requests.
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Resolves administrative eligibility discrepancies through account research and review.
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Maintained accurate records of customer interactions and transactions in CRM system.
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Enhanced dialogue with all stakeholders via various communication channels.
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Evaluated impacts of various team functions on client satisfaction and adjusted messaging accordingly.
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Execute payments for PMI premiums in batch single processing modes by the installment due dates for each carrier.
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Analyzes escrow sufficiency to ensure that escrowed funds are sufficient to make required payments.
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• Ensures compliance with all investor requirements.
• Consistently meet minimum quality and production metrics.
• Performing routine data entry and validation tasks.
• Initiating third-party orders (title, appraisal, hazard, flood cert, credit, etc.).
• Reviewing and validating loan documents.
• Handling routine calls, emails, and/or chat responses. Review recordable mortgage closing and title documents to ensure they comply with county requirements and send them to the county recorder to be placed on land records.
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Basic understanding of mortgage closing transactions and documents, such as mortgage, deed, subordinations, and assignments.
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• Proofread and audit recordable documents to be sent to the county recorder.
• Receive and review the physical closing documents.
• Ensured accuracy in receiving final title policies for compliance.
• Managed issues connected to the recording of closing documents. Facilitated communication between title companies and other involved vendors for seamless recording.
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Responsible for day-to-day planning, measuring, and executing contact center service quality and operations for the Client Loyalty Department.
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Worked closely with front-level management, support departments, internal stakeholders, and other leaders in support of business needs.
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Worked closely with leadership to implement business strategies and initiatives.
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Have the ability to calculate risks associated with sound decision-making skills.
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Suggested improvements in existing processes based on observations during day-to-day activities.
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Delivered tailored solutions to policyholders, agent brokers, and healthcare professionals via phone or email.
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VA Healthcare Group - Intake/Scheduling Coordinator Peoria, US
02/2015 - 12/2016
Provide one-call resolutions to customers while maintaining acute attention to detail and accuracy.
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Actively listens to customers, probes for clarification, and provides consultative guidance based upon customers' individual health needs.
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Demonstrate passion and enthusiasm for customer service excellence; maintain focus and positivity while resolving challenging, or complex problems.
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Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
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Maintained detailed records of claims, decisions, and financial transactions in compliance with regulatory requirements.
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Utilizes an automated scheduling system to maintain a calendar of services for both episodic and per-visit customers.
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Processes workflow for requested, scheduled, missed, rescheduled, reassigned, declined, and delivered visits.
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Monitors pending referrals daily and assigns a licensed professional (LP) and a case manager for all SOC visits.
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Communicates daily with field staff regarding any visits that are unaddressed, late, pending, or incomplete for resolution as appropriate.
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Runs the scheduling request report daily, and completes requests as appropriate for Medicare week.
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Monitors productivity and distribution of regular visits for caregiver optimization and communicates with the team leader as appropriate.
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• Reviews, unverified visit report, daily.
Communicates directly with field staff, team leader, and branch manager as needed.
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Continually monitors the action screen and processes all assigned tasks, coordination notes, and admin tasks in a timely manner.
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Assists in the coordination of scheduling and tracking all supervisory visits and therapy reassessment visits, as required by regulatory requirements.
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Attends and participates in annual in-service programs, workshops, continuing educational programs, seminars, etc.
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Maintain the hospital list and follow up on it daily, including scheduling transfers, discharge summaries, and resumption of care visits.
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Communicated with patients with compassion while keeping medical information private.
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Reviewed referrals from hospitals, physicians' offices, nursing homes, ensuring that all necessary documents are completed prior to initiating service.
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Evaluated clinical outcomes after each visit to ensure that goals are being met in accordance with standards of practice.
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