Dedicated Customer Service Rep with 13 Years at AT&T
Resume:
Irma Bustoz
Amarillo, TX *****
***********@*****.***
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
CORE STRENGTHS
Active listening skills Call center management
Telecommunication skills experience
Energetic work attitude Proficient in customer account software
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Cashier
Biglots - Amarillo, TX
November 2013 to Present
Opened and closed the store, which included counting cash drawers and making bank deposits. Helped customers select products that best fit their
personal needs. Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience. Marked clearance products with updated price tags. Assistant Manager
Advanced America - Amarillo, TX
February 2016 to November 2019
Collections on a defaulted loan, collection calls set promise to pay on defaulted loans and do 3-day callouts on current loan. Process loan for new and existing customers. Post payments on existing and write-off customers. Process loan on titles. Assisted manager in Daily Office Products Managed store operations
Managed opening and closing store
Handled and submitted incoming sales calls
Managed daily reports of transactions
Handled all team member scheduling
Enforced company policies and procedures
Acted as customer service representative
Customer Service Representation
AT&T - Amarillo, TX
October 2004 to October 2016
Collected customer feedback and made process changes to exceed customer satisfaction goals. Collected customer feedback and made process changes to exceed customer satisfaction goals. Addressed customer service inquiries in a timely and accurate fashion. Worked with upper management to ensure
appropriate changes were made to improve customer satisfaction. Built customer loyalty by placing follow-up calls for customers who reported product issues. Formulated and enforced Service Center policies, procedures and quality assurance measures. Facilitated information flow between customer
service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
Billing/Ofiice Manager
Dr Salil Trehan - Amarillo, TX
June 2002 to November 2004
Thoroughly investigated past due invoices and minimized number of unpaid accounts. Demonstrated analytical and problem-solving ability by addressing barriers to receiving and validating accurate HCC information. Carefully reviewed medical records for accuracy and completion as required by insurance companies. Assigned additional diagnosis codes based on specific clinical findings (laboratory, radiology and, pathology reports as well as clinical studies) in support of existing diagnoses. Wrote clear and detailed clinical phone messages for physicians. Directed patient flow during practice hours, minimizing patient wait time. Examined diagnosis codes for accuracy, completeness, specificity and appropriateness according to services rendered. Examined diagnosis codes for accuracy, Scheduled patient appointments. Consistently ensured proper coding, sequencing of diagnoses and procedures. Demonstrated knowledge of HIPAA Privacy and Security Regulations by appropriately handling patient information. Appropriately and correctly
identified errors and re-filed denied/rejected claims as they were received from the Patient Account Representative. completeness, specificity and
appropriateness according to services rendered. Acquired insurance authorizations for procedures and tests ordered by the attending physician. Education
High School Diploma in Caprock High
Amarillo College - Amarillo, TX
1987
Skills
• Management
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