Ashley Luna
Brownsville,TX
Summary
Responsible and dedicated customer service team member with proven multitasking and organizational skills. Proficient in operating in fast-paced environment to coordinate paperwork, process payment and complete orders. Proactively manage shipments and coordinate deliveries with strong attention to detail and systematic approach.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Representative
Teleperformance
Brownsville, Texas
05.2020 - 07.2020
- Answered constant flow of customer calls with up to 20-30 calls in queue per minute.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Provided information to customers regarding Hughes Net's charge card and loyalty program and helped to open and activate new accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
Scheduling Coordinator and Office Receptionist
Dream Therapy Center
Brownsville, TX
10.2019 - 03.2020
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing
- Received, recorded and addressed incoming and outgoing communication via telephone and email
- Coordinated front office duties, including customer service, patient scheduling and billing
- Maintained office supplies inventory by checking stock and ordering new supplies as needed
- Successfully scheduled patient appointments and placed reminder calls to ensure exceptional customer experience
- Welcomed all customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices
- Operated office equipment, such as personal computers, photocopiers, scanners, voicemail systems, and facsimile machines
- Filed and retrieved documents, introducing a more efficient filing system that was adopted by the company
- Supported the work of office staff by providing skilled clerical assistance
- Continuously classified and filed records to keep the system efficient and all information organized
- Resolved complaints and eliminated delays by collaborating with vendors and updating strategies
- Monitored workflow and schedules to ensure timely delivery
Sales Associate
Dillards
Brownsville, TX
07.2017 - 11.2017
- Provided information on company offerings to promote products and services to customers
- Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings
- Evaluated inventory and delivery needs, optimizing strategies to meet customer demands
- Kept reception area clean and neat to give visitors positive first impression
- Directed incoming calls to internal personnel and departments, routing to best-qualified department
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Processed POS transactions, including checks, cash and credit purchases or refunds
- Restocked, arranged and organized merchandise in front lanes to drive product sales
- Arranged paper and electronic payment records to maintain well-organized fill systems and recordkeeping compliance
Hostess
Johnny Carino's Italian Restuarant
Brownsville, TX
12.2011 - 08.2015
- Collected credit card, cash and gift certificate payments from customers and made proper change for cash transactions
- Supported servers, food runners and bussers with keeping dining area ready for every guest
- Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times
- Checked and restocked server areas and organized and got change for front counter
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests
- Accommodated guests with special needs, including accommodations for child seats and wheelchairs
- Maintained highly loyal clientele by delivering unparalleled service at every stage of restaurant dining experience
- Assisted managers with quickly resolving service and food related issues
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business
Education
Certification - Medical Billing And Coding Program
Southern Careers Institute Inc
Austin, TX2019
High School Diploma -
San Benito High School
San Benito, TX2010
Certificate of Completion - Substitute Teacher
South Texas College
McAllen 08.2020 - Current
Skills
- Communication skills
- Managed schedules
- Route correspondence
- Bilingual
- Problem solving
- MS word, Excel, Powerpoint
- ICD-9, ICD-10& Medical Terminology
- Customer assistance
- Payment collection
- Stocking and Replenishing
- Knowledge of HMOs, Medicare, and Medicaid
- Manage files
- Confidentiality requirements
- Team leadership
- Experience performing clerical duties
- Telephone etiquette
- Cash register operations
- Credit card processing
- Maintaining Store Appearance
Timeline
Certificate of Completion - Substitute Teacher
South Texas College
08.2020 - Current
Customer Service Representative
Teleperformance
05.2020 - 07.2020
Scheduling Coordinator and Office Receptionist
Dream Therapy Center
10.2019 - 03.2020
Sales Associate
Dillards
07.2017 - 11.2017
Hostess
Johnny Carino's Italian Restuarant
12.2011 - 08.2015
Certification - Medical Billing And Coding Program
Southern Careers Institute Inc
High School Diploma -
San Benito High School