Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Catarina Proenca

Charlotte,NC

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

15
15
years of professional experience

Work History

Warehouse Team Member

Fed Ex Ground
02.2024 - Current
  • Assured product quality control by conducting visual inspections before packaging and reporting any damaged items immediately for replacement or further investigation.
  • Managed incoming shipments by efficiently unloading trucks, verifying contents against packing slips, and promptly placing items into designated locations within the warehouse.
  • Loaded, unloaded, and moved material to and from storage and production areas.

Benefit Verification Specialist

CareMetx
03.2022 - 02.2024
  • Provided exceptional customer service by addressing patient concerns regarding coverage and out-of-pocket expenses.
  • Ensured compliance with HIPAA regulations during all aspects of the benefit verification process, protecting patient privacy.
  • Improved patient satisfaction by accurately verifying benefits and providing timely responses to inquiries.

Customer Service Representative

Aetna, a CVS Health
11.2018 - 02.2022
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for claims, complaints, appeals, etc.
  • Customer service inquiries and problems via telephone, internet or written correspondence

Participant Support Representative

ISolved
06.2015 - 10.2018
  • Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
  • Communicate with teams through various sources
    such as outlook and Microsoft teams.
  • Responsible to respond to participants inquiries about their health care accounts in an accurate and timely manner.

Associate Patient Care Coordinator

Bronx Lebanon Hospital Center
03.2010 - 05.2015
  • Maintained strict confidentiality when handling sensitive patient information, adhering to all relevant laws and guidelines.
  • Implemented effective communication strategies to keep patients informed of any changes in appointments or procedures.
  • Provided empathetic support to patients and families throughout their healthcare journey, cultivating trust and comfort.

Education

High School Diploma -

Salvador Correia National High School
Luanda, AO
06.1992

Skills

  • Fluent Bilingualism ( Spanish/Porteguese )
  • Customer Service
  • Data Entry
  • Call center experience
  • Medical terminology knowledge
  • Insurance Verification

Languages

Portuguese
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Warehouse Team Member

Fed Ex Ground
02.2024 - Current

Benefit Verification Specialist

CareMetx
03.2022 - 02.2024

Customer Service Representative

Aetna, a CVS Health
11.2018 - 02.2022

Participant Support Representative

ISolved
06.2015 - 10.2018

Associate Patient Care Coordinator

Bronx Lebanon Hospital Center
03.2010 - 05.2015

High School Diploma -

Salvador Correia National High School
Catarina Proenca