Celia Mancera
Houston
Summary
Engaged in continuous skill development to support organizational objectives while advancing personal career goals.
Overview
18
18
years of professional experience
Work History
Customer Service Specialist/ Team Lead
GetixHealth Patient Accounting Service Center
Sugar Land, TX
09.2020 - 11.2025
- Provided consumers with a professional and polite greeting to enhance customer experience.
- Delivered exceptional customer service by actively listening to consumer needs.
- Updated Health Insurance
- Executed verification of insurance coverage through direct communication with payors and electronic methods via RTE in Epic.
- Educate patients on the reason for their balance for example, read EOB’s on file: Deductible, Co-pay or Co-Insurance and refer to calling their insurance if they had more complex questions about their plan’s benefits.
- Educate patients of their payment options for example payment plans, option for payment plan with Commerce Bank, or Financial Assistance Application
- Take payments with cards or checks over the phone
- De-escalate Irate calls
- Do Supervisor call backs requested by patients.
- Manage a team by tagging them when on long holds, over on their lunch/breaks
- Assists team members on their inquiries during live calls
- Coaching team members on their calls pertaining to their QA Graded Calls.
- Do inventory pertaining account statuses for example: escalated accounts, wrong status accounts, DNC accounts, Payment status accounts
Customer Service Representative
Maximus Federal Services
Brownsville, TX
09.2018 - 03.2019
- Assisted consumers with friendly and respectful interactions.
- Provided attentive support to consumers through active listening.
- Guided consumers in completing applications for Affordable Care Act tax credits.
- Clarified distinctions between bronze, silver, and gold health plans.
- Supported consumers in identifying optimal health plans that suit their requirements.
- Managed account cancellations and updates according to consumer preferences.
- Addressed concerns of upset consumers with patience.
Customer Service Representative
Maximus Federal Services
Brownsville, TX
11.2014 - 05.2017
- Assisted consumers with friendly and respectful interactions.
- Provided attentive support to consumers through active listening.
- Guided consumers in completing applications for Affordable Care Act tax credits.
- Clarified distinctions between bronze, silver, and gold health plans.
- Supported consumers in identifying optimal health plans that suit their requirements.
- Managed account cancellations and updates according to consumer preferences.
- Addressed concerns of upset consumers with patience.
Customer Service Representative
Teleperformance
Brownsville, TX
06.2013 - 12.2013
- Assisted AT&T customers with opting out of unsolicited advertisements.
- Provided professional greetings to consumers while delivering exceptional customer service.
- Addressed all inquiries with courtesy.
Customer Service Representative
Cash American Pawn
Houston, TX
07.2010 - 05.2011
- Operated cash register and processed cash and card transactions.
- Assisted customers with equity and payday loan inquiries.
- Helped consumers confirm ownership of items for pawn transactions.
- Facilitated sales transactions.
- Maintained cleanliness throughout the store.
Bus-Boy and Salad Attendant
Cafe Express
Houston, TX
10.2009 - 04.2010
- Achieved a spotless dining environment through regular cleaning of tables and floors.
- Optimized refreshment and condiment areas by maintaining full stock and cleanliness standards.
- Streamlined salad preparation process to ensure fresh ingredients were available for each shift.
Office Clerk and Tutor
Texas Learning Center
Brownsville, TX
04.2008 - 05.2009
- Scheduled students for tutoring sessions
- Called students parents to remind them of their tutoring appointments
- Take payments
- Open the business and maintained it clean
- Assisted with tutoring children and young adults.
Firewatch
Amtex
Brownsville, TX
10.2008 - 01.2009
- Achieved enhanced safety standards by proactively identifying fire hazards from welding and pipe fitting activities and keeping a fire extinguisher accessible at all times.
- Improved operational conditions on the oil rig by diligently sweeping daily to maintain cleanliness and safety.
- Reduced risk of water accumulation by effectively collecting rainwater in buckets when drainage was unavailable.
- Promoted environmental responsibility by efficiently collecting scrap metal for recycling purposes.
Education
High School Diploma -
Simon Rivera High School
Brownsville, TX06-2007
Skills
- Achieved seamless integration of new tasks through rapid learning
- Contributed to a supportive team environment by demonstrating compassion
- Enhanced team dynamics with a consistently positive outlook
- Boosted team collaboration by fostering strong relationships
- Accelerated personal and team growth by pursuing knowledge actively
- Delivered exceptional support to team management and all members, resulting in improved team cohesion
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Customer Service Specialist/ Team Lead
GetixHealth Patient Accounting Service Center
09.2020 - 11.2025
Customer Service Representative
Maximus Federal Services
09.2018 - 03.2019
Customer Service Representative
Maximus Federal Services
11.2014 - 05.2017
Customer Service Representative
Teleperformance
06.2013 - 12.2013
Customer Service Representative
Cash American Pawn
07.2010 - 05.2011
Bus-Boy and Salad Attendant
Cafe Express
10.2009 - 04.2010
Firewatch
Amtex
10.2008 - 01.2009
Office Clerk and Tutor
Texas Learning Center
04.2008 - 05.2009
High School Diploma -
Simon Rivera High School