Ashley Sierra
United States Medical Supply Inc.
Spring,USA
2
Languages
10
years of professional experience
Professional customer service expert with strong communication and problem-solving skills. Proven ability to handle customer inquiries and resolve issues efficiently while maintaining high standards. Strong focus on team collaboration and adaptability to changing needs. Known for reliability, empathy, and results-driven approach in high-pressure environments.
Work History
Processing Specialist
1 Year 3 Months- Processed medical supply orders accurately and efficiently, ensuring timely fulfillment of customer needs.
- Developed and implemented standard operating procedures for processing shipments, enhancing workflow efficiency.
- Completed coverage by delivering policies, planning future follow-up conversations and evaluating needs.
- Streamlined insurance verification processes to enhance accuracy and reduce turnaround time.
- Collaborated with healthcare providers to gather necessary documentation for approval processes.
- Evaluated prior authorization requests for medical services, ensuring compliance with insurance guidelines.
- Processed high-volume payment transactions accurately and efficiently.
- Implemented process improvements that enhanced workflow efficiency.
- Processed applications efficiently, maintaining accurate documentation and client records in electronic systems.
- Resolved customer inquiries and issues efficiently through active listening and problem-solving techniques.
- Utilized CRM software to track customer interactions, ensuring timely follow-up and accurate record-keeping.
- Collaborated with cross-functional teams to address complex customer issues, streamlining resolution processes across departments.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Specialist
1 Year 6 Months- Handled high volume calls for various cardiology patients in the United States.
- Resolved customer complaints regarding claim processing in a professional manner.
- Performed administrative duties such as data entry, order processing, billing inquiries, account maintenance.
- Managed high volume calls for cardiology patients across the United States, ensuring timely and accurate support.
- Utilized advanced problem-solving skills to resolve complex billing disputes between providers, patients, and insurers.
- Maintained detailed records of all claim activity including documentation of conversations with claimants, adjusters, attorneys.
- Reviewed financial statements from claimants to assess the validity of their claims.
- Maintained detailed records of claim activity and documented conversations with claimants, adjusters, and attorneys.
- Analyzed medical bills and records to determine coverage eligibility under policy provisions.
- Addressed and resolved customer complaints regarding claim processing, maintaining professionalism and fostering positive customer relationships.
- Transmitted claims for payment and further investigation.
- Entered insurance- and claims-related information into database systems.
- Attached information to claim file.
- Conducted follow-ups with clients post-resolution of claim cases to confirm satisfaction and enhance customer experience.
- Followed HIPPA regulations, knowledge of EOB.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Organized and attached relevant documents to each claim file for easy reference.
- Processed payments for small claims submitted by clients.
- Followed HIPAA regulations, knowledge of EOB.
Dispatch Manager
3 Years- Dispatched work for hire drivers 24/7.
- Communicated effectively with team members throughout the dispatch process ensuring accuracy at every stage.
- Managed a small fleet of semi tractors and trailers.
- Communicated freight status to brokers, ensuring timely updates and minimizing delays.
- Communicated freight status to brokers efficiently.
- Managed outstanding collections for accounts to ensure timely payments.
- Identified potential risks associated with transportation operations and implemented preventative measures.
- Collaborated with vendors and suppliers to ensure timely delivery of materials and supplies.
- Identified risks in transportation operations and implemented preventative measures to enhance safety and compliance.
- Implemented GPS tracking systems, improving visibility and responsiveness in dispatch operations.
- Scheduled maintenance on all work equipment. Followed safety protocol per Texas DOT regulations.
- Issued fuel cards. Handled driver files, w9, monthly drug testing.
Customer Service Representative
9 Months- Managed high volume calls for CVS Caremark mail order Rx services, ensuring timely and accurate assistance.
- Oversaw management of patient prescription benefits with accuracy.
- Assisted pharmacies with insurance approval and overrides on maintenance medications.
- Provided education to customers regarding their specific prescription coverages and options.
- Sent RX refill request via EFAX to patient's physicians offices.
- Developed expertise in Medicare Part D prescription drug plans, Medicaid, CHIP, and commercial insurance programs.
- Proficient in troubleshooting computer system issues related to claims processing and benefits eligibility.
- Performed regular audits of patient accounts to ensure accuracy of data entry.
Customer Service Representative
1 Year- Managed high volume of inbound calls regarding CVS Pharmacy Extra Care Coupons to ensure customer satisfaction.
- Informed customers about coupon terms and policies, enhancing their understanding and usage.
- Educated customers with coupon terms and policies.
- Assisted with refunds or overrides on in store or online purchases.
- Set up new coupon accounts and assisted with resetting passwords for online and app access.
- Leveraged knowledge of company products to offer tailored suggestions and recommendations, improving customer experience.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Adhered to company policies and procedures while providing superior service.
- Achieved daily customer service goals by effectively addressing inquiries with a focus on quality.
Assistant Manager / CSR
2 Years 9 Months- Operated small call center, managing daily operations and customer interactions. Handled incoming calls and emails for upcoming RTIC Coolers products. Processed/cancelled orders.
- Managed 20 CSR's by distributing weekly schedules to ensure adequate coverage.
- Assisted corporate office staff with various administrative tasks. to assist in sales.
- Developed and implemented effective customer service strategies to reduce wait times and improve customer satisfaction.
- Coached and mentored new employees on company policies and procedures.
- Assisted with new employee training and conducted performance reviews to track overall progress.
- Interviewed potential job candidates and made hiring recommendations to general manager.
- Implemented customer service strategies that streamlined processes, reducing wait times and enhancing customer satisfaction.
- Created reports for upper management that analyzed sales figures and forecasted future trends to inform business decisions.
Education
Basics
Skills
Claims processing
Payment processing
Order fulfillment
Transaction processing
Customer relationship management
Customer service
Account management
Follow-up skills
Data entry
Call center operations
De-escalation techniques
Team collaboration
Problem-solving
Complaint resolution
Customer retention
Scheduling
Task prioritization
System implementation
Microsoft Excel
Spreadsheets
Microsoft Outlook
Microsoft PowerPoint
Computer proficiency
Information security
Bilingual communication
Time management
Critical thinking
Building rapport
Customer interaction
Decision-making
Effective communicator
Transaction processing
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Processing Specialist
United States Medical Supply Inc.
03.2025 - 06.2026Read More
Customer Service Specialist
Enhanced Revenue Solutions
03.2023 - 09.2024Read More
Dispatch Manager
First Flight Logistics
01.2020 - 01.2023Read More
Customer Service Representative
Alorica Calling Center
01.2020 - 10.2020Read More
Customer Service Representative
Expert Global Services
01.2019 - 01.2020Read More
Assistant Manager / CSR
Velky Brands - RTIC Coolers
03.2016 - 12.2018Read More
Lonestar College
Basics
Read More