Amy Garza
Monte Alto,TX
Summary
To obtain employment where skills and abilities can be utilized for the growth of the company. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Conduent Business Services, LLC
09.2022 - 06.2023
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Excelled in exceeding daily credit card application goals.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Consulted with customers to resolve service and billing issues.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Provided top quality control and eliminated downtime to maximize revenue.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Set up and activated customer accounts.
Member Service Representative
Sykes Enterprises
08.2020 - 05.2021
- Handles customer questions, complaints and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution
- Offers alternative solutions where appropriate with the objective of retaining customer's business
- Handles business transactions in connection with activation of new customer accounts on a computer terminal
- Communicates with customers using web based tools and demonstrates the associated proficiency in typing and grammar
- Make financial decisions to protect/collect revenues and adjust customer accounts
Bilingual Customer Service Representative
Qurate Retail Group
12.2019 - 08.2020
- Leveraged multilingual skills to review, record and organize written data from variety of sources.
- Identified and analyzed multilingual customer needs to drive high satisfaction, growth and retention of business.
- Communicated effectively with other departments throughout the organization to ensure seamless service delivery.
- Handled translation calls with open and clear communication skills to quickly get to root of each issue.
- Maintained an up-to-date knowledge of company's products and services to ensure accuracy when responding to customer inquiries.
- Offered suggestions for alternative solutions if initial attempts failed.
- Maintained a friendly yet professional demeanor during all interactions with customers.
- Collected deposits or payments and arranged for billing.
- Displayed patience and understanding when dealing with difficult situations.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Resolved customer complaints in a professional manner while adhering to corporate policies and procedures.
- Assisted customers with product selection and answered questions regarding features, benefits, and pricing of products or services.
- Utilized multiple computer systems to access customer accounts, process payments, update account status.
- Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services.
Customer Service
Teleperformance
Edinburg, TX
09.2018 - 10.2019
- Provide excellent customer service by responding customer interactions via the telephone, email, or internet, in a professional, courteous, accurate manner while recording a brief overview of communication
- Resolves customer inquiries and concerns with first call resolution; assist with the members needs regarding benefits, eligibility, claims, financial spending accounts and correspondence
- Answers customer's questions to help guide and educate them through selecting the best benefit plan options, maximize the value of their health plan benefits by helping them understand and select quality care providers
- Intervene with care providers (doctor's offices) on behalf of the member to assist with appointment scheduling or connections with internal specialists for assistance
- Assist in negotiating fees with healthcare providers on behalf of members
- Encourages self-sufficiency by assisting members in navigating company websites, cell phone applications, and tools
- Take ownership of each call to build rapport by providing resolutions on behalf of the member in real time
- Creates, generates, and initiates requests for customer callbacks to allow research and follow-up with the customer
- Research comple claims issues across multiple databases and work with support resources to resolve customer issues in adition to collaborating with other departments to resolve escalated issues
- Provide benefits education and status on previously submitted pre-authorizations or pre-determination requests
- Exceeds the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolutions and attendance
- Participates in and supports the development and implementation of special projects
- Research and solve claims and billing issues.
Medical Assistant
Foot Center
McAllen, TX
05.2017 - 09.2018
- Record patients' medical history, vital statistics, or information such as test results in medical records
- Prepare treatment rooms for patient examinations, keeping the rooms neat and clean
- Interview patients to obtain medical information and measure their vital signs, weight, and height
- Show patients to examination rooms and prepare them for the physician
- Prepare and administer medications as directed by a physician
- Conduct x-rays of the lower extremities
- Assist in surgery's
- Clean, sterilize and pack surgical instruments
- Provide Anesthesia
- Orthotics dispense and other medications, casting and wound dressing/treating as per doctors requests.
- Oversaw patient registration, insurance verification, form completion and appointment scheduling to maintain operational efficiency.
- Positioned patients properly during examination or treatment for comfort and safety.
- Educated patients on healthcare topics such as nutrition and disease prevention methods.
- Changed dressings on wounds to prevent infection and check for healing.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Labeled and completed lab requisitions using ICD and CPT coding.
- Explained treatment procedures and physicians' instructions.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Assessed, documented and monitored vital signs for patients within outpatient setting.
- Performed preliminary physical tests to accurately record results in patient history summary.
- Assisted back office patient processes to reduce office wait times.
Receptionist
Donna Medical Clinic
03.2016 - 09.2016
- Responsible for answering phones, greeting patients, scheduling and confirming patient appointments, following up on patient referral visits, updating patient charts, entering patient demographic, entering financial information into EMR, verify patient insurance, communicate with the patient regarding patient payment responsibilities, billing patients, working with insurance companies and managing petty cash.
Sales Associate
Osh Kosh
Mercedes, TX
03.2014 - 09.2015
- Assisted customers with product selection, sizing and styling.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Attended weekly team meetings to review performance goals and objectives.
- Maintained records related to sales for store management.
- Assessed customer needs to provide assistance and information on product features.
- Upsold additional items based on customer interests and needs.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Demonstrated product features and benefits for customers' needs.
- Organized stockroom shelves according to size, color or style.
- Described merchandise and explained use, operation and care.
- Engaged customers in friendly, professional dialogue to determine needs.
- Tracked company inventories, moved excess stock and arranged products to improve sales.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Developed trusting relationships with customers by making personal connections.
- Greeted customers and provided exceptional customer service.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Answered incoming telephone calls to provide store, products and services information.
- Conducted inventories on a regular basis to track stock levels.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Provided accurate information about products, prices and services.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Tracked sales performance metrics to identify trends in the market place.
- Greeted customers to determine wants or needs.
- Bagged or packaged purchases and wrapped gifts.
- Received and displayed product shipments on store retail shelves upon delivery.
- Recommended, selected and located merchandise based on customer desires.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Used technology resources to assist customers in locating and selecting items.
- Computed purchases and received and processed cash or credit payment.
Medical Receptionist
Opthalmology Associates East Texas
Harling, TX
- Checked patients in and out for appointments and collected co-payments.
- Protected patients by observing strict HIPAA guidelines.
- Arranged hospital admissions for patients as required.
- Maintained patient accounts by obtaining, recording and updating personal and financial information.
- Processed referrals for specialist care when requested by physicians or patients.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Verified insurance coverage for appointments and collected co-payments as required.
- Answered telephones and directed calls to appropriate medical or adminstrative staff.
- Routed laboratory or diagnostic results to appropriate staff.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Prepared charts for new patients, ensuring all necessary forms were completed correctly.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- Greeted and checked in patients, updating patient information in computer system.
- Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
- Answered incoming calls, responding to inquiries from patients and other medical offices.
- Straightened up waiting room to maintain neat and organized space.
- Maintained supply inventory for office area, ordering items as needed and stocking shelves.
- Performed data entry tasks related to billing and collections procedures.
- Called patients to confirm scheduled appointments and obtain additional details.
Education
Certificate - Medical Assisting
South Texas Vo-Tech Institute
Weslaco, TX06-2013
High school diploma -
Weslaco East High School
Skills
- Operation, and care of merchandise to customers Recommend, select, and help locate or obtain
- Merchandise based on customer needs and desires
- And process cash or credit
- Payment Answer questions regarding the store and its merchandise Prepare sales slips or sales
- Contracts Maintain
- Knowledge of current sales
- Answer telephones and direct calls to appropriate staff Schedule and confirm patient diagnostic
- Appointments
- Surgeries, or medical consultations Operate office equipment, such as voice mail messaging systemsAnd use word
- Processing, spreadsheet, or other software applications to prepare reports, invoices, financial
- Statements, letters
- Case histories, or medical records Maintain medical records, technical library, or correspondence files
- Greet visitors
- Ascertain purpose of visit, and direct them to appropriate staff Compile and record medical charts
- Record patients' medical history, vital statistics, or information such as test results in medical records prepare
- Treatment rooms for patient examinations, keeping the rooms neat and clean Interview patients to obtain Medical Information and measure their vital signs, weight, and height Show patients to examination rooms and Prepare them for the physician Prepare and administer medications as directed by a physician Collect Blood, tissue, or other
- Laboratory specimens, log the specimens, and prepare them for testing
- Clean and sterilize instruments and dispose of contaminated supplies Perform routine laboratory tests
- And sample
- Analysis
- Skills
- Experience Administering Injections
- EMR Systems
- Medical Scheduling
- Patient Care
- Certifications and Licenses
- Certified Clinical Medical Assistant (CCMA)
- Tendency to be reliable, dependable, and act with integrity at work
- Development in any professional field
- Scheduling
- Appointment Scheduling
- Complaint Resolution
- Inbound and Outbound
- Microsoft Outlook
- Spreadsheets
- Conflict Resolution
- Product Sales
- Research
- Problem-Solving Abilities
- Quality Control
- Order Processing
- Grammar
- Researching
- Customer Service
- Filing
- Reading Comprehension
- Order Fulfillment
- Computer Proficiency
- Clerical Support
- Call Triaging
- Credit Card Payment Processing
- Medical Terminology
- Typing 40 WPM
- Product Education
- Microsoft Office Suite
- Multi-Task Management
- Critical Thinking
- Customer Consulting
- Quality Assurance Controls
- Microsoft PowerPoint
Timeline
Customer Service Representative
Conduent Business Services, LLC
09.2022 - 06.2023
Member Service Representative
Sykes Enterprises
08.2020 - 05.2021
Bilingual Customer Service Representative
Qurate Retail Group
12.2019 - 08.2020
Customer Service
Teleperformance
09.2018 - 10.2019
Medical Assistant
Foot Center
05.2017 - 09.2018
Receptionist
Donna Medical Clinic
03.2016 - 09.2016
Sales Associate
Osh Kosh
03.2014 - 09.2015
Medical Receptionist
Opthalmology Associates East Texas
Certificate - Medical Assisting
South Texas Vo-Tech Institute
High school diploma -
Weslaco East High School