Summary
Overview
Work History
Education
Skills
Timeline
BusinessDevelopmentManager

Alicia Burgos

Rochester,NY

Summary

Passionate professional equipped with a proven background in positions providing administrative and customer service support. Spanish-English Bi-Lingual- written, spoken and translation. Proficient in Microsoft Office Suite. Strong verbal communication skills, either in person or over the phone, due to extensive interaction with the general public. Proven communication, problem solving, and customer relations skills when resolving customer disputes, ensuring complete customer satisfaction. Accustomed to problem solving independently and troubleshooting issues. Detail oriented, punctual self-starter with positive attitude, and strong work ethic. Maintains a high level of integrity, reliability, and confidentiality when performing tasks. Prompt, reliable, conscientious, trustworthy and honest. Possess reliable transportation, valid Florida driver’s license/insurance and ability to pass Level II background check.

Overview

40
40
years of professional experience

Work History

Customer Service Representative

ABS SmartHealth Insurance
01.2022 - Current
  • Smarthealth and BCBS Representative for Michigan
  • Explained claims and plan coverage to members and providers
  • Advised members on how to submit medical claims, appeals, and request forms.
  • ExplaIned to members what type of coverage for services they had available to them.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Responded to customer requests for products, services, and company information.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Customer Service Representative

Maximus
10.2019 - 06.2021
  • NYSH medical Insurance
  • Help members choose and apply for the best Medical Health Insurance for themselves and family.
  • ExplaIned to members what their deductible and out of pockets expense they would be responsible for.

Quality Service Representative

ConServe
01.2018 - 09.2019
  • I had Government clearance to work ED accounts and IRS accounts that need to be collected for debt owed to federal department.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.

Debt Recovery Specialist

Mercantile Adjustment Bureau
03.2017 - 01.2018
  • Maintained high volume of calls and met demands of busy and productive group.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Streamlined the debt recovery process for increased efficiency by utilizing advanced software tools and data analysis techniques.
  • Managed a high-volume caseload of delinquent accounts while maintaining detailed notes on all communications for future reference or legal proceedings if necessary.

Insurance Agent Proctor

UnitedHealth One
07.2016 - 12.2016
  • I helped other agents learn and study the laws and regulations of becoming a Health Insurance Agent
  • Then once open enrollment began I worked in the call center as an agent helping them pick a good plan.
  • Built strong relationships with clients through consistent communication and excellent customer service.
  • Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
  • Maintained high standards of customer service by building relationships with clients.
  • Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.

Dental Secretary

Unity Health Systems Dental Office
01.2012 - 01.2014
  • Responsible for the day to day operations of front desk including; greeting patients, responding to inquiries in person or over the phone, appointment scheduling and confirmation calls.
  • Knowledgeable of insurance verifications and payment processing. Obtained patient demographic information and input data in patient portal. Routinely translated for Spanish speaking patients.
  • Developed comprehensive knowledge of dental terminology and insurance codes to ensure accuracy in billing processes.
  • Strengthened patient relationships with empathetic listening skills during phone calls or face-to-face interactions.

Owner/Operator/Child Care Provider

Alicia’s Wonderland
01.1995 - 01.2010
  • Responsible for the day to day operations and management of in-home licensed day care facility. Provided for the care and instruction of 12 children (Preschool-12 years old) including curriculum development, activities, feeding, hygiene and safety.
  • Managed and trained 2 staff members. Completed all coursework necessary to maintain state licensing requirements. Maintained all accounting activity.
  • Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
  • Managed day-to-day business operations.
  • Developed and maintained strong relationships with clients, resulting in repeat business and referrals.

Administrative Assistant

Tad Temporary Services
01.1985 - 01.1995
  • Professionally completed long term and short term temporary assignments at numerous organizations including Xerox, Kodak and Bausch and Lomb.
  • Completed office administrative duties including answering multi phone line systems, greeting and directing clients, alpha numeric filing, office machines and appointment scheduling.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.

Education

Associate of Arts (AA) - Marketing, Management

Rochester Business Institute
Rochester, NY

Business Office Management Diploma - undefined

Stratford Business School
Albany, NY

Skills

  • Spanish Bi-Lingual
  • Debt Counseling
  • Problem Resolution
  • Office Machine
  • UHC Insurance Agent
  • Patient Check In/Out
  • Alpha Numeric Filing
  • Appointment Scheduling
  • Cash Handling
  • Spreadsheets/Reports
  • Accounts Receivable/Payable
  • Office Machines
  • Office Procedures
  • Multi Phone Line Systems
  • HIPAA/OSHA Knowledge
  • Insurance Verification
  • Data Entry
  • Typing/10 Key
  • Cash Register
  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • Microsoft Outlook
  • QuickBooks Pro
  • Internet
  • Research/Email

Timeline

Customer Service Representative

ABS SmartHealth Insurance
01.2022 - Current

Customer Service Representative

Maximus
10.2019 - 06.2021

Quality Service Representative

ConServe
01.2018 - 09.2019

Debt Recovery Specialist

Mercantile Adjustment Bureau
03.2017 - 01.2018

Insurance Agent Proctor

UnitedHealth One
07.2016 - 12.2016

Dental Secretary

Unity Health Systems Dental Office
01.2012 - 01.2014

Owner/Operator/Child Care Provider

Alicia’s Wonderland
01.1995 - 01.2010

Administrative Assistant

Tad Temporary Services
01.1985 - 01.1995

Associate of Arts (AA) - Marketing, Management

Rochester Business Institute

Business Office Management Diploma - undefined

Stratford Business School

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Alicia Burgos