Andrea Loya
Raymondville,TX
Summary
Dynamic professional with a proven track record at TaskUs, adept in HIPAA compliance and enhancing customer satisfaction. Skilled in data entry and managing difficult conversations, I significantly increased first-call resolution rates. My expertise in fraud prevention and commitment to patient confidentiality underscore my ability to safeguard sensitive information and foster trust.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Healthcare Customer Service Representative
TaskUs
Brownsville, TX
07.2023 - 10.2024
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Fraud Prevention Representative
Advanced Call Center Technologies LLC
Harlingen, TX
03.2020 - 06.2023
- Supported the development of robust security measures by working closely with IT personnel to identify system vulnerabilities and recommend improvements.
- Optimized departmental workflows by introducing process improvements that accelerated case resolution times and reduced the risk of financial loss due to undetected fraud activities.
- Enhanced customer trust by promptly addressing their concerns regarding potential fraud incidents and providing recommendations for safeguarding their accounts.
- Served as a key point of contact for customers experiencing identity theft, guiding them through the necessary steps to report incidents and recover their stolen assets.
Cashier Team Lead
McDonald's
07.2016 - 02.2020
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Communicated with customers and team members to solve problems.
- Processed both cash and card purchases and returns.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
Education
Assoicates - Nursing
Southern Careers Institute
TXSkills
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Appointment scheduling
- Call center experience
- Claims processing
- Data entry proficiency
- Medical terminology
- Follow-up skills
- Typing Skills
- Microsoft
Certification
- Avaya Professional Sales Specialist – Avaya Inc.
- Verint Workforce Optimization Advanced User Verint Systems.
- Google Analytics Individual Qualification (IQ) – Google.
- Certified Customer Service Professional (CCSP) - National Customer Service Association
Languages
English
Full Professional
Spanish
Limited Working
Interests
- Animal Care
- Advocacy Campaigns
- Augmented Reality (AR) Development
- Supporting STEM education initiatives and mentorship programs
- Web Development and Design
Timeline
Healthcare Customer Service Representative
TaskUs
07.2023 - 10.2024
Fraud Prevention Representative
Advanced Call Center Technologies LLC
03.2020 - 06.2023
Cashier Team Lead
McDonald's
07.2016 - 02.2020
Assoicates - Nursing
Southern Careers Institute