Customer Service Call Center

Veronica Arellano-Hernandez

C: 619-***-**** E: ad8x13@r.postjobfree.com A: 710 E. San Ysidro Blvd. #1592, San Ysidro, CA. 92173

PROFESSIONAL SUMMARY

Experienced Call Center/Customer Service Representative bringing 14+ years of applying exceptional award winning call center customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset. Seeking a call center/customer service position with the opportunity for growth.

WORK HISTORY

San Ysidro Health -

Patient Services Representative

Santee, CA.

06/22 – 09/2023

•Answer telephones

•Greets, assists and directs visitors, patients and other clinic office callers guides,

screens and registers new patients

•Assists patients in obtaining services and provides information on funding eligibility inquiries related to patient access processes, policies, and/or other related information

•Researches and resolves customer problems

•Performs clerical duties to support the daily business activities of the location

Cross County –

Patient Services Representative for “San Ysidro Health”

East County – (Float_ 09/2021- 06/2022

• Greets, assists and directs visitors, patients, phones and other clinic office callers

•guides, screens and registers new patients

•Assists patients in obtaining services and provides information on funding eligibility inquiries related to patient access processes, policies, and/or other related information

•Researches and resolves customer problems

•Performs clerical duties to support the daily business activities of the location

Anthem Blue Cross –

Customer Care Representative I

San Diego, CA. 01/2017 – 06/2019

•Performed research and analysis, advocating on behalf of providers through whole case

•Provide full service to providers for Employee Assistance Program claims, handling inquiries

•Received inbound telephone calls or paper and electronic claims from providers

•Analyzes situation and completes research to ensure no rework or follow-up issues

Interacts with systems to ensure claims are paid or denied based on terms of contract

Mindlance Inc. for “CareMore” –

Customer Care and Transportation Representative, II

Cerritos, CA. 06/2016 -12/2016

•Clarify issues and educating customers and researching thoroughly to provide accurate information for tracking and review

•Appeals and Grievance submitting requests

•Provided external and internal customers with requested information

•Inbound and outbound calls, e-mail, transferring calls, Right Fax

•Medicare Supplement plans dis-enrollment request

•Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims

•Handled 100 calls per day to address customer inquiries and concerns

Blue Shield of California –

Customer Service Representative, III/WFH

Lodi, CA. 03/2008 - 10/2015

•Executive Inquiry line assisted members in resolving their escalated issues

•Interacted with customers professionally by phone, email to provide information and resolve billing, claims or benefits issues

•Informed customers of product, price and policy changes to educate on issues and resolve concerns

•Adhered to company policies and scripts to consistently achieve call-time and quality standards

•Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service

•Engaged clients in person and over phone to answer questions and address complaints

•Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions

Watched flagged customer accounts to monitoring ongoing issues and deploy newfound

solutions for outstanding concerns

•Answered constant flow of customer calls with up to 150 calls in queue per minute

•Spherion Staffing for “Blue Shield of California –

Customer Service Representative

Lodi, CA. 12/2007 - 03/2008

•Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service

•Answered over 150 calls per day to meet fast-paced call center demands

•Entered customer interaction details in call center programs to track requests, document problems and record solutions offered

TelePacific Communications –

Technical Support Analyst

Stockton, CA. 04/2007 - 10/2007

•Prepared technical responses to requests for quotes, assigning costs, time frames and alternative solutions

•Performed quality assurance and quality control assessments of support ticket fulfillment

TeleTech Communications –

Telesales Representative Secure Horizons for United Healthcare

Stockton, CA. 01/2006 - 04/2007

•Established excellent sales ability and strong interpersonal skills with confident and persuasive approach

•Recorded contact information of customers and potential customers

•Delivered scripted sales talks to customers reached via manual and automatic dialing systems

•Answered inbound telephone calls from interested customers

SKILLS

• Microsoft Office

• Professional telephone etiquette

• General Office Duties

• Problem Solving

• Written-oral communication

• Spanish

• Detail Oriented

• Listening

• Research

EDUCATION

Mount San Antonio College Walnut, CA. 06/2016 - 12/2016

General Education

References upon request

Contact this candidate