Alejandra Nimatuj
Tolleson
Summary
Professional customer service specialist well-prepared to excel in a role demanding high standards and a results-driven focus. Expertise in resolving inquiries, handling complaints, and ensuring customer satisfaction. Thrives as a strong team collaborator, adapting to changing needs with ease and known for reliability. Excellent communication, problem-solving, and organizational skills equip me to deliver exceptional service and contribute to the success of any organization.
Overview
10
10
years of professional experience
Work History
Sr. Customer Service
Toyota Motor Credit Corp.
11.2023 - 10.2024
- Company Overview: Inbound call center, services vehicle loan and leased accounts for Mazda financial services a private label for Toyota Motor Credit
- Total Loss initial claim process, and filed complaints, also followed department metric requirements
- Built sustainable relationships and trust with customer accounts using open and interactive communication
- Employed effective communication techniques when addressing challenging customer scenarios
- Provided exceptional customer service to clients in fast-paced call center environment
- Handled escalated calls from dissatisfied customers, defusing difficult situations through active listening and understanding
- Inbound call center, services vehicle loan and leased accounts for Mazda financial services a private label for Toyota Motor Credit
Sr. Customer Service Rep.
PNC Bank
05.2022 - 10.2023
- Company Overview: Inbound call center, serviced checking and savings accts, also serviced mortgage and retail vehicle loans, took payments and processed complaints
- Problem Solving
- Analyzed and collected customer information to prepare product or service reports
- Effective Communication
- Data Analysis
- Provided technical assistance and guidance remotely over the phone or online as needed by customers
- Critical Thinking
- Identified opportunities for process improvement through regular
- Product Knowledge analysis of customer complaints and requests
- Adaptability
- Processed customer adjustments to maintain financial accounts
- Demonstrated ability to work independently under minimal
- Performance Monitoring supervision while meeting daily objectives and goals set by senior
- Attention to Detail staff members
- Task Prioritization
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders
- Process Improvement
- Gave accurate and appropriate information to answer questions
- Quality Assurance troubleshoot issues and resolve complaints
- Time Management
- Inbound call center, serviced checking and savings accts, also serviced mortgage and retail vehicle loans, took payments and processed complaints
Sr. Customer Service Representative
Apria Healthcare
08.2020 - 03.2022
- Company Overview: Handle 400 inbound calls per week, answering customer inquiries and resolving issues, For Durable Medical Equipment
- Took most Spanish calls, services medical equipment orders for Medicaid and Medicare members
- Placed orders and contacted drivers for delivery eta status
- Monitored incoming inquiries from various channels providing timely responses when necessary
- Developed detailed knowledge base documents for frequently asked questions used by customers for self-service support options
- Handled escalated situations calmly while maintaining positive relationships with customers throughout the process
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their customer Support inquiries or problems
- Navigated multiple computer systems and applications and utilized search tools to find information
- Made appropriate account corrections to resolve customer problems
- Provided exceptional customer service to clients in fast-paced call center environment
- Handle 400 inbound calls per week, answering customer inquiries and resolving issues, For Durable Medical Equipment
Case Manager
Mckesson Drug Specialty
04.2018 - 10.2018
- Company Overview: Inbound & Outbound customer service for patients on commercial and/or private medical insurance
- Copay asst program for six different specialty medications, activating copay cards and enrollment
- Ensured accurate entry into healthcare verification applications
- Entered pertinent information in a timely manner while paying special attention to detail
- Reviewed and resolved discrepancies in received data and performed data verifications routines in accordance with company procedures
- Initiated the pre-authorizations/pre-determinations for insurance get verified and processed correctly
- Communicated with both patients and the primary care physicians and other specialist in regards to standings
- Followed up with doctor's office for authorizations
- Faxed, emailed letter of medical necessity and continuity of care with clinical notes
- Medicare B billing experience with transplant medications
- Inbound & Outbound customer service for patients on commercial and/or private medical insurance
Client Services Member Representative
Aetna, US
04.2015 - 03.2018
- Company Overview: Inbound call center, services member with SMI status, provide referrals, scheduled transportation requests
- Delivering excellent customer service for members determined SMI and Behavioral Health referrals following state of Arizona Medicaid
- Scheduling transportation for medical appointments and pharmacy needs for members
- Pharmacy claims, claims and billing adjustment basic knowledge Pharmacy reimbursements
- Served as a cost containment resource
- Supported and complied with all company policies, processes and procedures including the Compliance Program and the Code of Conduct for Medicaid
- Developed strategies for handling difficult customers in order to maintain positive relationships
- Obtained and examined relevant information to assess validity of complaints and determine possible causes
- Navigated multiple computer applications while interacting with clients
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions
- Made appropriate account corrections to resolve customer problems
- Developed comprehensive knowledge of company policies, procedures, and regulations in order to properly address customer needs
- Analyzed and collected customer information to prepare product or service reports
- Inbound call center, services member with SMI status, provide referrals, scheduled transportation requests
Education
High School Diploma -
Los Angeles Computer Science Academy
Los Angeles, CA06-2001
Skills
- Skilled in MS Word 2016 Functionality
- Windows Proficiency
- Microsoft Excel Proficiency
- Real-Time Chat Support
- Mental Health Support
- Patient Care Coordination Experience
- Workflow Optimization
- Client Case Coordination
- Quality Control
- Home Loan Servicing
- Client Financial Advisory Skills
- Customer Support Experience
- Client-Centric Approach
- Customer Complaint Resolution
- Service Excellence
- Effective Time Management
- Strong Organizational Skills
- Analytical Problem Solving
- Cross-Functional Collaboration
- Attentive Listening
- Analytical Problem Solving
- Versatile Approach
- Strong Written Communication Skills
- Collaborative Relationship Management
- Conflict Resolution Expertise
- Client Engagement
- Healthcare Terminology
- Systematic Troubleshooting Skills
- Dispute Mediation
- Process Documentation
- Data Analysis in Excel
- Advanced Computer Skills
- Detail-Oriented Data Input
- Prioritization of Responsibilities
- Email Communication
- Calendar Management
- Timely Follow-Up Strategies
- Team Building
- Professional Phone Etiquette
- Electronic Payment Management
- Effective De-escalation Methods
- Clerical Support
- Streamlined Call Handling
- Accurate Order Management
- Record Management
- CRM Software Proficiency
- Creating Trustful Interactions
- Mediation Expertise
- Customer Support Operations
- Real-Time Chat Assistance
- Timely Delivery Coordination
- Administrative Support
- Problem Escalation Oversight
- Service Quality Adherence
- Experience with CRM Tools
- Fluent in Two Languages
- Spanish Translation Proficiency
- Information Gathering
Languages
Spanish
Native or Bilingual
Timeline
Sr. Customer Service
Toyota Motor Credit Corp.
11.2023 - 10.2024
Sr. Customer Service Rep.
PNC Bank
05.2022 - 10.2023
Sr. Customer Service Representative
Apria Healthcare
08.2020 - 03.2022
Case Manager
Mckesson Drug Specialty
04.2018 - 10.2018
Client Services Member Representative
Aetna, US
04.2015 - 03.2018
High School Diploma -
Los Angeles Computer Science Academy
Similar Profiles
Sherry FobbsSherry Fobbs
Customer Assistance Specialist at Toyota Motor CorpCustomer Assistance Specialist at Toyota Motor Corp
RAYMOND HARMANRAYMOND HARMAN
Warehouse Employee at Toyota Motor CorpWarehouse Employee at Toyota Motor Corp
Christina L. SimardChristina L. Simard
Guest Advocate at Toyota Motor Sales, Toyota Los Angeles RegionGuest Advocate at Toyota Motor Sales, Toyota Los Angeles Region