Customer Service & Administrative Support Professional

**/**** - **/**** ******** Service Representative (Customer Service

Alorica Universal City, UNIVERSAL CITY, TX

Handling incoming calls and verifying customer identity to ensure secure account access

Explaining account activity, card features, fees, payments, and available services in a clear and helpful way

Resolving problems such as declined transactions, lost or stolen cards, fraud concerns, billing disputes, and online or mobile banking issues Processing requests for card replacements, transaction disputes, payment assistance, and account updates

Documenting each customer interaction accurately in the bank?s systems to maintain compliance and service continuity

Educating customers on bank policies, security practices, and tools that help them manage their accounts responsibly

Following strict privacy, regulatory, and compliance guidelines while maintaining professionalism under pressure

Meeting performance expectations related to call quality, accuracy, efficiency, and customer satisfaction

Collaborating with internal teams when issues require escalation or specialized support to ensure timely resolution

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06/2015 - 12/2015 Medical and Health Services Managers UT Health Science Center of San Antonio, SAN ANTONIO, TX Welcomes patients, completes behavioral?health intake, verifies insurance, and ensures all documentation meets compliance and privacy standards. Manages scheduling for psychotherapy residents and clinicians, coordinates follow?ups, handles cancellations, and supports smooth patient flow. Maintains electronic health records, enters and routes patient information, and communicates clinic procedures and updates to patients. Supports residency program operations by organizing clinic schedules, tracking trainee hours, and coordinating patient assignments. Collaborates with clinical and administrative staff while maintaining professionalism and confidentiality in a sensitive behavioral?health environment.

09/2012 - 09/2014 Patient Representatives

XL Health Care Improvement Plus -UHG, SAN ANTONIO, TX Reviews and processes Medicare Advantage applications, ensuring all required fields, signatures, and supporting documents are complete and MARIA MARTINEZ

SAN ANTONIO, TX Phone: 210-***-**** Email: *********.**********@*****.*** Objective

Currently, seeking a Customer Service position.

Ability Summary

Skilled at bringing structure and resolution to chaotic or complex situations Able to follow instruction and give instructions

Detail oriented

Team player

Employment History

accurate.

Verifies applicant eligibility by checking Medicare status, enrollment periods, and plan requirements.

Enters application data into UHC or Optum enrollment systems with a high level of accuracy and compliance.

Communicates with applicants, agents, or providers to obtain missing information and clarify enrollment steps.

Ensures applications meet CMS guidelines, UHC policies, and regulatory timeframes for submission.

Assists with resolving enrollment discrepancies, coordinating with internal enrollment, compliance, or member services teams.

Provides clear guidance to applicants on plan options, enrollment timelines, and next steps while maintaining professionalism and confidentiality. 07/2011 - 04/2012 Call Center Director

Volt Management, SAN ANTONIO, TX

Directed calls to appropriate department for Fraud transaction, Sales inquiries and Apple Care warranty insurance or online support. Directed calls to the correct departments for technical issues, public relations. Assisted customers through website navigation for online assistance. 12/2008 - 05/2010 Insurance Claims and Policy Processing Clerks Eye Center of Texas, BELLAIRE, TX

Researched for accuracy of Data entry.

Verified Insurance for primary and secondary payers. Communicated patient financial responsibilities prior to scheduling special procedures.

Reprocessed claims for reconsideration with primary insurance providers. Validated W-9 forms using provider NPI numbers and LLC information for credential requested. Processed Manage medical records with claims reconsideration for payable diagnosis.

Requested predetermination request, for special out-patient procedures. Assessed claim for reconsideration with payable diagnoses, or medical necessity.

12/2006 - 08/2007 Paralegal Assistant

Arial House, San Antonio, TX

Managed timekeeping and fee billing for legal services. Scheduled and managed appointments.

Drafted and prepared motions and court orders.

Certified and hand-delivered documents to the courthouse. Scheduled court hearings and depositions.

Coordinated and requested depositions and subpoenas, ensuring fees were certified for processing Prepared and organized court files for litigation, and corporate law cases.

Prepared and organized court files for bankruptcy, personal injury litigation, and corporate law cases.

03/1997 - 11/1999 Insurance Claims and Policy Processing Clerks Columbia Central Business Office, CORPUS CHRISTI, TX Verified insurance for both in-patient and out-patient benefits Filed Claims for reconsideration for Commercial and Government benefits. Handled case load for Medicaid and Medicare for inpatient and out patient claims.

Working knowledge of ICD-9 diagnostic codes.

Assested Medicaid Department AR reports and submission of online follow up for status of claims, phone, and paper appeals.

Processed insurance adjustments in a timely manner. Reviewed assigned DRG remittance reports and follow up with status of pending claims.

Paralegal

1 Year at College or a Technical or Vocational School Texas Careers, San Antonio, TX

Coding Specialist / Patient Information Technology 1 Year at College or a Technical or Vocational School St Philips College, San Antonio, TX

Certainly! Here is the improved version of the text: - Anatomy and Physiology - Medical Terminology Business Administrative / Accounting

1 Year at College or a Technical or Vocational School San Antonio College, San Antonio, TX

Certainly! Here''s the improved text: English Accounting Computers Peach tree Application Medical Terminology / Continuating Educational Cours 1 Year at College or a Technical or Vocational School Del Mar College, Corpus Christi, TX

General High School Curriculum

High School Equivalency Diploma

Foy Moody High School, Corpus Christi, TX

Here is the improved text: Completed general academic coursework totaling 23 hours Subjects included Math, English, History, Kinesiology, Typing, and Business Law Medical Assistant

Vocational School Certificate

San Antonio of Medical and Dental, TX

Certified Medical Assistant

06/2006 Paralegal

Higher Caplain Education/Texas Careers

08/1989 Medical Assistant

San Antonio College of Medical and Dental

References Available on Request

Education History

Occupational Licenses, Certificates and Training

Detailed References

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