Angela Gonzalez
Sanger,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retail and call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
McKesson/Change Healthcare
Fresno, CA
02.2009 - 06.2022
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Met customer call guidelines for service levels, handle time and productivity.
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- + Edit or add your own
- Prepared working papers, reports and supporting documentation for audit findings.
- Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable.
- Posted and adjusted payments from insurance companies.
- Located errors and promptly refiled rejected claims.
- Identified and resolved patient billing and payment issues.
- Communicated effectively and extensively with other departments to resolve claims issues.
- Printed and reviewed monthly patient aging report and solicited overdue payments.
- Evaluated patients' financial status and established appropriate payment plans.
- Prepared billing correspondence and maintained database to organize billing information.
- Collected payments and applied to patient accounts.
- Set up and maintained new electronic billing system.
Manager/ Sales Floor Coordinator/ Cashier
T.J. Maxx
01.2004 - 06.2015
- Motivated sales team to exceed sales quotas through friendly competition and other incentive programs.
- Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Assigned jobs to individual employees by considering factors such as previous training, current abilities and general knowledge.
- Mentored new sales associates to contribute to store's positive culture.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
Education
Clovis Adult Education
Clovis, CA08.1991
Skills
- Account Management
- Retail Sales Customer Service
- Customer Relations
- Credit Card Payment Processing
- Active Listening
- Microsoft Word
- Microsoft Excel
- Stocking and Replenishing
- Refund Processing
- Office Equipment Proficiency
- Stockroom Procedures
- Retail Materials Management
- Multi-Line Telephone Operation
- Records Preparation
- Call Triaging
- Conflict Resolution
- Professional Telephone Demeanor
- Call Center Operations
- Managing Multiple Tasks
- Typing Proficiency
- Critical Thinking
- Computer Proficiency
- Money Handling Abilities
- Medical Terminology Knowledge
- Customer Service
- Problem-Solving Ability
- Clerical Support
- Calm and Professional Under Pressure
- Spreadsheets
- 10-Key
- Documentation
Timeline
Customer Service Representative
McKesson/Change Healthcare
02.2009 - 06.2022
Manager/ Sales Floor Coordinator/ Cashier
T.J. Maxx
01.2004 - 06.2015
Clovis Adult Education
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