Ana Vidales Hernandez
Edcouch
Summary
Observant Call Center Representative experienced working in call center environment. Skilled at handling various calls while resolving client issues rapidly. Determined to provide clear customer service in English and Spanish. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
4
4
years of professional experience
Work History
Costumer Care Representative
NTT DATA Services
01.2024 - 03.2025
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Educated customers about billing, payment processing and support policies and procedures.
Costumer Service Representative
Teleperformance USA
11.2022 - 07.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Made outbound calls to obtain account information.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Verified patient insurance coverage and eligibility for prescription medications.
- Processed prescription orders using pharmacy software system.
- Assisted pharmacists with filling prescriptions accurately and efficiently.
- Adhered to all HIPAA regulations regarding patient privacy and confidentiality.
- Communicated effectively with physicians, nurses, patients and other healthcare professionals regarding medication needs or issues related to prescriptions.
- Communicated with insurance companies for billing purposes.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Referred unresolved customer grievances to designated departments for further investigation.
Costumer Care Representative
Maximus Inc.
07.2021 - 09.2022
- De-escalated customer issues with proven conflict mediation and problem-solving abilities
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Documented customer correspondence in CRM to track requests, problems and solutions
- Documented customer inquiries and feedback and entered service delivery suggestions in company database
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted clients with Medicaid applications and renewals, answering questions and providing guidance throughout the process.
- Conducted outreach to low-income individuals in order to inform them of their eligibility for Medicaid services.
- Obtained income, asset and financial information to determine program eligibility.
Education
High School Diploma -
DONNA 3D ACADEMY
01.2013
Skills
- Taking Inbound Calls
- Time Management and Multitasking
- Computer Skills
- Verbal and Written Communication
- Creative Problem Solving
- Microsoft Office
- Team-Oriented and Cooperative
- Computer Proficiency
- Calm and Professional Under Pressure
- Patient and Empathetic
- Call Documentation
- Delivery Scheduling
- Order Processing
- Typing Proficiency
- English and Spanish Fluency
- Insurance Claims Processing
- Payment processing
- First call resolution
- Documentation and reporting
- Time management
- Multitasking and organization
- Empathy and patience
- Active listening
- Task prioritization
Languages
- English
- Spanish
Languages
English
Professional
Spanish
Professional
Timeline
Costumer Care Representative
NTT DATA Services
01.2024 - 03.2025
Costumer Service Representative
Teleperformance USA
11.2022 - 07.2023
Costumer Care Representative
Maximus Inc.
07.2021 - 09.2022
High School Diploma -
DONNA 3D ACADEMY
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