Alexandra Santiago
Columbus,GA
Summary
Dynamic customer service professional with extensive experience at Silverrock Inc, excelling in insurance verification and data management. Proven ability to enhance customer satisfaction through effective communication and problem-solving skills. Proficient in Microsoft Excel and adept at managing high-volume inquiries, ensuring operational efficiency and accuracy in all interactions.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Silverrock Inc
10.2021 - 01.2026
- Responded to inbound calls promptly, maintaining an average response time under nine minutes.
- Addressed customer inquiries about warranty details with effective solutions to enhance understanding.
- Explained warranty terms and addressed customer questions with clarity.
- Sourced information to resolve concerns and improve customer satisfaction.
- Maintained accurate customer records through diligent data entry.
- Coordinated with repair facilities to clarify service issues and improve resolution processes.
- Scheduled customer reservations for rental services with efficiency.
Patient Financial Representative
Northpoint Surgery Center
West Palm Beach, FL
09.2019 - 10.2021
- Verified and monitored insurance information to ensure accurate billing for patients and procedures.
- Coordinated payments and resolved inquiries from health insurance companies and patients.
- Communicated co-pay, benefits, coverage, and care authorization details to patients.
- Provided financial advice and assistance regarding medical bills to patients.
- Entered all patient financial health insurance data accurately and efficiently.
- Collaborated with patients and departments to improve satisfaction and streamline communication.
- Coordinated patient flow in access area, facilitating timely registration and service delivery.
- Maintained knowledge of departmental practices to effectively address patient inquiries.
Office Assistant/Property Management
Palm Beach Housing Authority
West Palm Beach, FL
06.2019 - 08.2019
- Managed high volume of incoming calls, ensuring timely resolution of inquiries by directing them to appropriate staff members.
- Provided accurate information on application procedures, qualifications, and waiting lists to clients.
- Maintained and distributed essential forms for client access and use.
- Provided professional customer service, creating a welcoming environment that enhanced client satisfaction.
Clerical Associate II / Data Analyst
Coney Island Hospital
Brooklyn, NY
03.2015 - 05.2019
- Coordinated maintenance of office equipment, ensuring optimal functionality of computers and voicemail systems.
- Reviewed and verified data accuracy, supporting informed decision-making for operational needs.
- Performed data entry tasks to maintain accurate records.
- Responded promptly to information requests from clients and staff.
- Answered and screened telephone calls to ensure efficient communication flow.
- Provided directions and information to clients and staff, enhancing overall service experience.
- Exhibited a professional demeanor and appearance in all interactions with clients and colleagues.
Teller 2
Td Bank
Brooklyn, NY
04.2013 - 03.2015
- Processed monetary transactions, including cashing checks and managing loan payments, ensuring customer satisfaction and operational accuracy.
- Verified endorsement and negotiability of checks to mitigate fraud risk, enhancing security for clients and the bank.
- Delivered exceptional customer service through direct public interactions.
- Issued and redeemed various checks, including money orders and travelers' checks.
- Prepared bank deposits, maintaining accurate financial records and supporting overall financial integrity.
- Verified bank transactions to uphold accuracy in account management.
- Entered data swiftly and accurately to maintain operational efficiency.
Customer Service Representative
K-mart
Belleville, NJ
09.2012 - 04.2013
- Responded to customer inquiries with clarity and professionalism.
- Identified customer concerns during phone interactions to drive resolution.
- Resolved customer service and billing complaints through effective merchandise exchanges and refunds to ensure customer satisfaction.
- Communicated product and service information to improve customer understanding and satisfaction.
- Determined charges for requested services to ensure accurate billing.
- Collected deposits and payments, maintaining financial accuracy.
- Provided sales support to facilitate transactions, enhancing overall customer experience.
Store Team Leader
Walgreen's pharmacy
Brooklyn, NY
03.2011 - 06.2011
- Successfully opened and closed store operations to ensure efficient functioning.
- Managed employee duties, driving productivity and accountability.
- Reviewed inventory and sales records to maintain accurate stock levels.
- Coordinated merchandising and promotional sales, increasing revenue potential.
- Addressed customer complaints and feedback to improve service quality.
- Regularly toured sales floor, resolving urgent issues proactively.
- Identified additional sales promotions needed to boost customer engagement.
- Authorized clearance sales, improving inventory turnover.
Senior Beauty Advisor
Walgreen's pharmacy
Brooklyn, NY
08.2008 - 06.2011
- Monitored promotions and advertisements, increasing product visibility and customer engagement.
- Assisted in implementing price changes within department, ensuring alignment with promotional strategies.
- Executed inventory ordering processes, maintaining optimal stock levels to meet customer demand.
- Trained new employees on operational procedures and best practices.
- Participated in year-end inventory and cycle counts for accuracy.
Education
Certificate - Cosmetology
Empirebeauty School
Brooklyn, NY01.2008
High School Diploma -
Brooklyn Studio High School
Brooklyn, NY01.2007
Skills
- Customer relations
- Telephone communication
- Front desk operations
- Sales techniques
- Product knowledge
- Cash handling and billing
- Insurance verification
- Records management
- EMR proficiency
- Availity expertise
- CPT coding knowledge
- Terminology proficiency
- Excel data entry
- Office equipment operation
- Organizational strategies
- Terminology proficiency
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative
Silverrock Inc
10.2021 - 01.2026
Patient Financial Representative
Northpoint Surgery Center
09.2019 - 10.2021
Office Assistant/Property Management
Palm Beach Housing Authority
06.2019 - 08.2019
Clerical Associate II / Data Analyst
Coney Island Hospital
03.2015 - 05.2019
Teller 2
Td Bank
04.2013 - 03.2015
Customer Service Representative
K-mart
09.2012 - 04.2013
Store Team Leader
Walgreen's pharmacy
03.2011 - 06.2011
Senior Beauty Advisor
Walgreen's pharmacy
08.2008 - 06.2011
Certificate - Cosmetology
Empirebeauty School
High School Diploma -
Brooklyn Studio High School