Andrea Hernandez
Amarillo,TX
Summary
Experienced customer support specialist with 5 years in delivering effective solutions and managing customer interactions. Proven track record of maintaining high service standards while addressing a large number of inquiries. Strong skills in communication, CRM software, and time management, aiming to enhance customer satisfaction in a Customer Support position.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Advisor
The LEGO Group
01.2025 - 09.2025
- Managed customer inquiries through multiple channels, ensuring empathetic and courteous responses.
- Delivered effective solutions to customer issues, upholding high service quality throughout.
Medical Records Clerk
UnitedHealth Group
02.2023 - 01.2025
- Oversaw maintenance of electronic health records (EHR) while ensuring compliance with HIPAA standards.
- Facilitated timely access to necessary information by managing medical record requests effectively.
- Worked alongside healthcare professionals to conduct audits and refine record-keeping procedures.
Clinical Care Specialist II (Fertility Department)
Alto
08.2022 - 02.2023
- Delivered exceptional customer service to patients, healthcare providers, and pharmacies, ensuring communication and satisfaction.
- Managed and maintained patient profiles with precision, effectively processing prescriptions to meet patient needs.
- Addressed and resolved insurance-related issues, facilitating smooth transactions and reducing delays in patient care.
Customer Billing Specialist
Sitel Corporate
05.2017 - 07.2022
- Resolved high volumes of customer interactions using CRM systems, boosting satisfaction ratings.
- Assisted customers with account inquiries, ensuring prompt and accurate responses.
- Worked with team members to streamline service processes, increasing service quality.
Customer Service Manager
Toys R Us
09.2010 - 05.2017
- Led team of customer service associates, improving service delivery efficiency and customer satisfaction.
- Executed training programs that enhanced staff performance and interaction capabilities.
- Addressed escalated complaints, prioritizing positive resolutions and loyalty building.
- Collaborated with cross-functional teams to align customer service strategies with business objectives.
Education
High School Diploma - General Education
Hereford High School
Hereford, TX05.2009
Skills
- Medical record systems
- Compliance with HIPAA
- Terminology in healthcare
- Clerical skills and experience
- Detail orientation
- Strong communication capabilities
- Management of time effectively
- Organizational proficiency
- Proficient in computer applications
- Verification of insurance and order entry processes
- Patient care management
Certification
- Pharmacy Tech Trainee
- July 2024 to July 2026
Timeline
Customer Service Advisor
The LEGO Group
01.2025 - 09.2025
Medical Records Clerk
UnitedHealth Group
02.2023 - 01.2025
Clinical Care Specialist II (Fertility Department)
Alto
08.2022 - 02.2023
Customer Billing Specialist
Sitel Corporate
05.2017 - 07.2022
Customer Service Manager
Toys R Us
09.2010 - 05.2017
High School Diploma - General Education
Hereford High School
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