SUMMARY:

• Well - rounded background in Customer service, excellent interpersonal, communicational and organizational skills.
• Proficient in computer based programs, including those that must comply with corporate, state, or federal agency guidelines.
• Bilingual in Spanish. /English.
• Experienced in writing and delivering presentations for executive meetings.
• Type 30-45 words per minute.
• Fax machine, E-mails, Microsoft Word.

WORK HISTORY:

Confidential, Rockville, MD

Community School Aide

• Serves as a translator for Linkages team and the school.
• Gave information about Linkages program and registered.
• Assisted with seasonal events and special projects.
• Coordinated volunteers.
• Served as administrative assistant to Linkages team.
• Assist families with food pantry and clothing resources.
• Organized after school programs for Linkages families.
• Assisted with managing donations of food and clothing.
• Assisted with parent support groups.

Confidential, Columbia, MD

Customer Service Representative

• Be available to handle member inquiries.
• Represent Health Plan by answering and documenting all incoming contacts to determine their nature, and respond to complex calls related to specialized product lines or queues.
• Respond with empathy to complaints and concerns from members concerning Health Plan benefits, account status, payment history, and medical services. Initiate contact with the appropriate Health Plan, medical group, and facility personnel to obtain information relevant to the concern or inquiry as needed. Evaluate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery. Document according to procedure.
• Assist department in reaching call handling goals, first contact resolution goals, complaint resolution compliance, member retention, and making return contact as warranted.
• Complete required training (including, but not limited to, annual certifications) and understand how to use tools available to recall necessary information.
• Effectively diffuse anger, tension, and hostility, within regulatory guidelines, of members expressing concerns about Confidential .
• Maintain awareness of the way performance and actions affect members and Confidential s financial stewardship. Be open and receptive to feedback, and change behavior to improve performance.

Confidential, Columbia, MD

Customer Service Representative

• Be available to handle member inquiries.
• Represent Health Plan by answering and documenting all incoming contacts to determine their nature, and respond to complex calls related to specialized product lines or queues.
• Respond with empathy to complaints and concerns from members concerning Health Plan benefits, account status, payment history, and medical services. Initiate contact with the appropriate Health Plan, medical group, and facility personnel to obtain information relevant to the concern or inquiry as needed. Evaluate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery. Document according to procedure.
• Assist department in reaching call handling goals, first contact resolution goals, complaint resolution compliance, member retention, and making return contact as warranted.
• Complete required training (including, but not limited to, annual certifications) and understand how to use tools available to recall necessary information.
• Effectively diffuse anger, tension, and hostility, within regulatory guidelines, of members expressing concerns about Confidential .
• Maintain awareness of the way performance and actions affect members and Confidential s financial stewardship. Be open and receptive to feedback, and change behavior to improve performance.

Confidential, Rockville, MD

Customer Service Lead

• Provides excellent customer service to our internal and external customers to ensure their problems or concerns are handled in a timely fashion. I am called upon to resolve escalations which include emergency dental visits, enrollment or eligibility issues, and claims or authorization that need to be approved or resubmitted for claim adjudication. Some of my other responsibilities are as follows:
• Handles incoming and make outgoing phone calls
• Updates member records.
• Research to include follow-up on provider and members Issues.
•  Assist with claim resubmission
• Mails correspondence as needed

Confidential, Wheaton,MD

Leasing Specialist

• Process rental application, data entry and file documents.
• Process credit reports
• Schedule appointments for property manager
• Answer multi-line phone
• Process incoming and outgoing facsimiles and mail

Confidential, Bethesda, MD

Administrative Assistant

• Answers a multi-line phone
• Schedule appointments and organized material for meetings
• Greet clients meeting with senior loan associates.
• Receive and forward messages on a two way radio
• Process incoming and outgoing mail

Confidential, College Park, MD

Claims Specialist

• Obtained unemployment applications via phone.
• Processed inquiries in English and Spanish
• Filed Documents, processed incoming outgoing facsimiles,
• Processed incoming outgoing mail.

Confidential, Hyattsville, MD

Administrative Assistant

• Answered multi-line phone, Received and forward messages on a two way radio.
• Data entry, prepared payroll,
• Prepared contract bids,
• Processed invoices,
• Accounts payable, accounts receivable,
• Filed documents.
• Processed incoming outgoing mail,
• Processed facsimiles, and bookkeeping.