Summary
Overview
Work History
Education
Skills
Timeline
Generic

Abby Leon

Houston

Summary

Dedicated and results-driven professional with extensive experience in customer service, healthcare support, and communications. Adept at managing high-pressure environments with poise and delivering exceptional client experiences. Known for outstanding problem-solving skills, impeccable attention to detail, and the ability to foster strong relationships. Seeking to leverage expertise to contribute to a forward-thinking organization and achieve excellence in performance.

Overview

8
8
years of professional experience

Work History

Member Service Representative

Molina Healthcare Inc
10.2023 - Current
  • Efficiently handle a high volume of inbound and outbound calls with members and healthcare providers, consistently exceeding performance metrics for response time and resolution.
  • Serve as a trusted advisor to members, expertly guiding them through complex health plan benefits, pre-authorization processes, and claim resolutions.
  • Collaborate with cross-functional teams to streamline communication and enhance overall member satisfaction.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Answering Service Operator

Entrata Leasing Center
03.2022 - 10.2023
  • Coordinated communication for over 50 apartment properties, expertly managing up to 100 calls daily to provide comprehensive leasing and property details.
  • Developed innovative scripts and strategies to maximize efficiency in responding to inquiries, consistently reducing response time by 15%.
  • Maintained a database of prospective tenants, ensuring accurate records for effective follow-ups and data-driven decision-making.
  • Frequently commended by management for professionalism, adaptability, and delivering exceptional client experiences.

Customer Service Representative

Dish Network
07.2017 - 05.2022
  • Spearheaded customer service initiatives, managing incoming calls while maintaining composure in high-stress situations.
  • Excelled in resolving billing issues, scheduling technical support, and addressing escalations.
  • Conducted training sessions for new hires, fostering a collaborative environment and reducing onboarding time.
  • Pioneered process improvements that increased customer satisfaction scores over time.

Education

High school or equivalent -

Parkview High School
Fort Worth, TX
01.2013

Skills

  • Exceptional Customer Service and Phone Etiquette (8 years)
  • Advanced Insurance Verification and Claims Processing
  • Conflict Resolution and De-escalation Techniques
  • Proficient in CRM Systems and Data Entry Tools
  • Time Management and Multi-tasking Expertise
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
  • Fluent in both English and Spanish, enabling seamless bilingual support
  • Training and Mentorship for Team Development
  • Analytical Thinking and Strategic Problem Solving

Timeline

Member Service Representative

Molina Healthcare Inc
10.2023 - Current

Answering Service Operator

Entrata Leasing Center
03.2022 - 10.2023

Customer Service Representative

Dish Network
07.2017 - 05.2022

High school or equivalent -

Parkview High School

Similar Profiles

CREATE PROFILE
Abby Leon