Carolyn Cotto
GOTHA,FL
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee with over 10 years experience in field, dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming/outgoing calls, product questions, issue resolution while maintaining Quality standard of organization.
Overview
7
7
years of professional experience
Work History
Bilingual Customer Service Representative
Centene Corporation
Orlando, FL
03.2018 - Current
- Achieved and maintained departmental performance standards like Quality Metrics, Adherence & productivity %'s. Process payments thru credit/debit/checking account methods and create cases on missing payments. Open service like tickets when clients have web related issues with Ambetters online portal follow up with members if need be.
- Identified and responded to customer requests and concerns through email and inbound /outbound calls for both English and Spanish speaking customers. For other languages used Translation lines.
- Answer up to 30-50 calls per day in busy, fast-paced office for both English and Spanish speaking customers while maintaining exceptional customer service.
Insurance Verification Specialist
AdventHealth
Maitland, FL
07.2015 - 03.2018
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Communicated verification and authorization status updates with Rehab department to facilitate decision-making for patient admissions and insurance coverage.
Education
Associate of Science - Business Administration
Everest College-Orlando Florida
John Young/Sand Lake 01.2003
Skills
- Call Center Operations
- Courteous with Strong Service Mindset
- Strong Telephone Etiquette
- Order and Refund Processing
- Spanish Interpreting
- Efficient and Detail-Oriented
Languages
Spanish
Full Professional
Timeline
Bilingual Customer Service Representative
Centene Corporation
03.2018 - Current
Insurance Verification Specialist
AdventHealth
07.2015 - 03.2018
Associate of Science - Business Administration
Everest College-Orlando Florida
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