Customer Service & Administrative Support Professional

Estella Duque

San Antonio, TX 726-***-**** *********@*****.***

SUMMARY

Dedicated customer service and administrative professional with over 20 years of experience supporting healthcare organizations, financial institutions, and customers in fast-paced environments. Experienced in data entry, insurance payment processing, scheduling, account management, administrative support, and resolving complex customer concerns. Known for accuracy, professionalism, and exceptional communication skills. Proficient with Microsoft Office, CRM systems, document management, and remote collaboration tools. Seeking a remote Customer Service, Administrative Support, Healthcare Support, or Data Entry position where I can contribute strong organizational and problem-solving skills.

EDUCATION

San Antonio GED Testing Center

GED

Career Point Business School

Business Coursework

EXPERIENCE

Agent February 2023 – May 2026

OneTouch Direct San Antonio, TX

• Assisted healthcare providers with insurance payment processing and claim inquiries.

• Enrolled providers in EFT, virtual credit card, and paper check payment programs.

• Processed payment changes, stop payments, ACH reversals, and payment reissues.

• Researched payment issues and escalated complex cases for resolution.

• Provided Explanation of Benefits (EOB) documentation and payment information.

• Maintained accurate account records while meeting quality and compliance standards.

• Delivered outstanding customer service in a high-volume call center environment. Engagement Specialist July 2022 – December 2022

CareNet Healthcare Services San Antonio, TX

• Educated members on healthcare wellness programs.

• Assisted customers with enrollment and appointment scheduling.

• Built positive customer relationships while improving participation in wellness initiatives. Install Scheduler January 2017 – October 2021

Window World San Antonio, TX

• Coordinated installation schedules for multiple crews.

• Communicated with customers, sales teams, and management to ensure timely project completion.

• Managed scheduling changes, documentation, and administrative support.

• Improved workflow efficiency through effective organization and planning. Account Service Representative September 2014 – December 2017 Southwest Business Corporation (SWBC)

• Assisted financial institution members with loan applications and account services.

• Educated customers on products and services.

• Resolved account issues while maintaining exceptional customer satisfaction.

• Processed applications for auto loans, credit cards, and personal loans. Engagement Specialist June 2013 – October 2013

CareNet Healthcare Services

• Contacted members regarding available healthcare services.

• Scheduled physician appointments.

• Encouraged participation in preventive healthcare programs. Payment Reminder Representative November 2007 – September 2010 Southwest Business Corporation (SWBC)

• Contacted members regarding overdue accounts.

• Processed electronic payments.

• Updated customer records accurately.

• Worked on the USAA collections project while maintaining excellent customer service. Clerk II December 2004 – August 2007

Northwest Vista College

• Performed data entry and document management.

• Prepared reports and correspondence.

• Assisted students and staff in person, by phone, and through email.

• Maintained confidential records and office documentation. Administrative Assistant September 2003 – August 2004 Alamo Title Insurance Company

• Managed customer records and database updates.

• Processed invoices using QuickBooks.

• Answered multi-line phone systems.

• Performed filing, scanning, faxing, mailing, and general administrative duties. TECHNICAL SKILLS

Customer Service

Data Entry

Administrative Support

Healthcare & Insurance Support

Payment Processing

Claims Assistance

Microsoft Office Suite

Microsoft Outlook

Microsoft Excel

CRM Software

Document Management

Appointment Scheduling

Calendar Management

Phone & Email Support

HIPAA Compliance

QuickBooks

Workday

Zoom

Problem Resolution

Attention to Detail

Time Management

ADDITIONAL QUALIFICATIONS

- Over 20 years of customer service experience - 10+ years of administrative support and data entry - Strong verbal and written communication - Experienced in remote and call center environments - Bilingual customer support environments (if applicable) - Typing, multitasking, and attention to detail

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