Celeste Hernandez
North Charleston,SC
Summary
I, Celeste Hernandez is a communicative customer service professional motivated to maintain customer satisfaction and contribute to company success, history managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Also, offer skill with CRM systems paired with outstanding active listening and multitasking abilities, enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends and dependable achiever committed to holding highest ethical standards and maintaining customer trust. My experience within the service industry has taught me many skills throughout the years and I am eager to perform them.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Teleperformance USA
01.2024 - Current
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Provided technical support for troubleshooting software applications used by customers.
- Developed strategies for improving customer service processes based on feedback from customers and team members.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Addressed customer questions and concerns regarding products and services.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
Patient Access Representative
Charleston
Charleston, SC
03.2023 - 07.2023
- Processed patient admissions, registrations, transfers, and discharges according to established procedures.
- Assisted with scheduling outpatient appointments.
- Maintained confidentiality of all patient information in accordance with HIPAA regulations.
- Scanned documents into electronic medical records system.
- Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
- Collected co-pays and other payments from patients at time of service.
- Responded to patient inquiries regarding billing or financial matters.
- Greeted patients and visitors in a courteous and professional manner.
- Collaborated with other departments to ensure quality customer service was delivered.
- Verified insurance coverage for services provided by the facility.
- Actively participated in team meetings and training sessions.
- Answered phones promptly in a professional manner.
- Managed patient check-in process, ensuring accurate data entry of personal and insurance information.
- Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
Warehouse Associate
Lowes
North Charleston, SC
08.2022 - 12.2022
- Maintained accurate records of all incoming and outgoing shipments.
- Fostered positive working relationships with internal staff members while providing superior customer service.
- Adhered strictly to company policies regarding quality control measures throughout the shipping process.
- Organized warehouse space by rearranging products on shelves, racks and bins according to size, weight, type and other specifications.
- Maintained a safe working environment by adhering to safety protocols and guidelines.
- Operated a variety of material handling equipment including electric pallet jacks, hand-held scanners, shrink wrap machines and conveyor systems.
- Moved boxes, containers and pallets with special-purpose equipment to meet demanding production targets.
Customer Service Representative
TTEC
Edinburg, TX
09.2021 - 09.2022
- Answered customer inquiries via phone, email, and chat.
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained a high level of professionalism when dealing with difficult customers.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Customer Representative
TELEPERFOMANCE USA
Edinburg, TX
09.2020 - 01.2021
- Adhered to HIPAA regulations when handling confidential patient information.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Developed strategies for improving customer experience while maintaining compliance standards.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
Claims Representative
GARZA ROOFING
EDINBURG, TX
01.2017 - 01.2020
- Ensured timely submission of required documentation from claimants prior to approval of payment.
- Assisted in developing new processes and procedures for improved efficiency.
- Identified potential fraud indicators during the review process and reported suspicious activity accordingly.
- Provided clear explanations of benefits, eligibility requirements, and applicable laws when communicating with customers.
- Processed a high volume of claims efficiently while maintaining quality standards.
- Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
- Conducted thorough investigations of claims by reviewing documents, interviewing involved parties, and consulting with experts.
Education
GED - High School Equivalency Program
Skills
- Customer service
- Cold Calling
- Upselling
- Data Entry
- Communication skills
- Typing
- Windows
- Financial services
- Microsoft Office
- Microsoft Excel
- Microsoft Word
- Insurance Claims Review
Certification
Licensed Insurance Producer
Current-05/01/27
Languages
English
Full Professional
Spanish
Professional
Timeline
Customer Service Specialist
Teleperformance USA
01.2024 - Current
Patient Access Representative
Charleston
03.2023 - 07.2023
Warehouse Associate
Lowes
08.2022 - 12.2022
Customer Service Representative
TTEC
09.2021 - 09.2022
Customer Representative
TELEPERFOMANCE USA
09.2020 - 01.2021
Claims Representative
GARZA ROOFING
01.2017 - 01.2020
GED - High School Equivalency Program
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