Christine Leos
Corona,CA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
22
22
years of professional experience
Work History
Provider Claims Representative
Aetna, a CVS Health Company
05.2023 - Current
- Answer questions and resolves issues for providers and plan sponsors pertaining to Medicaid/Medicare claims
- Extensive claims research on multiple platforms to assist with payment questions
- Compile claim data for customer audits, determine coverage provisions and verifies members plan eligibility
- Process claim referrals, new claims, nurse reviews, provider complaints
- Assist providers with credentialing and re-credentialing and contracting questions and issues.
Client Care Agent
Direct Interactions/American Red Cross
09.2020 - 04.2023
- First point of contact for individuals affected by a natural disaster or home fire
- Accurately collect relevant information in order to dispatch Red Cross volunteers
- Assist Disaster Action Team members with recovery case creation and/or client payment issues
- Provide assistance to clients who have questions about services/financial assistance programs offered by American Red Cross
- Accurately note all client contacts in American Red Cross systems in accordance with established processes
- Responded to all client inquiries and asked appropriate questions to facilitate resolution
- Determined need for special escalation to assure client requests were effectively handled
- Referred families to shelters, legal resources and community assistance programs.
Telephone Data Collector
Westat
12.2019 - 08.2021
- Contacted pre-selected individuals to conduct specialized surveys
- Overcome objections and create rapport with chosen respondent
- Follow survey script in a conversational tone
- Complete survey questions with chosen respondent
- Accurately record all information in accordance with established rules for each study
- Respond to incoming calls to help troubleshoot basic online error messages for respondents that have been chosen to complete a web-based survey.
Turbo Tax Technical Support
Concentrix
12.2015 - 12.2016
- Utilized active listening skills to accurately diagnose customer issue
- Provided quality customer service while troubleshooting and resolving technical issues
- Advised customer in changing system settings in order to allow software to function
- Consistently met or exceeded established standards
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Researched product and issue resolution tactics to address customer concerns
- Translated complex technical issues into digestible language for non-technical users
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Managed high levels of call flow and responded to client or internal technical support needs
- Provided Tier II support to in-house Tech Support staff via chat interface
- Provided triage support for other departments during peak times.
Legal Processing Specialist II
Orange County Superior Court
09.2001 - 10.2010
- Recorded court orders, arrangements made for payment of court fees, probation orders or community service requirements
- Answered inquiries from the general public and law enforcement regarding judicial procedures, court appearances, trial dates, outstanding warrants, subpoenas, witness fees, or payment of fines
- Collected and processed payments for court fines/fees
- Examined legal documents and forms to verify they have been completed correctly, filed legal documents in case docket
- Reviewed correspondence from public and submitted to proper Judge for ruling
- Prepared correspondence from judge to applicable parties to provide an update of judge's order/ruling.
Education
High School Diploma -
Pioneer High School
Whittier, CASkills
- Effective communicator
- Empathy
- Active listening
- Multi-tasking
- Conflict resolution
- Quick thinking
- Live Chat
- Software Troubleshooting
- Troubleshooting
- Technical Support
- Remote Access Software
- Triage
- Help Desk
- Salesforce
- Communication skills
- Time management
- Customer support
- Clerical experience
- Computer skills
- Microsoft Word
- Microsoft Outlook
- Documentation review
- Computer literacy
- Microsoft Windows
- Cash handling (10 years)
- 10 key typing (10 years)
- Data entry (10 years)
- Clerical experience (10 years)
- Multi-line phone systems (10 years)
- Help desk (5 years)
- Phone triage
- SharePoint
- Analysis skills
- Policy Knowledge
- Documentation Research
Timeline
Provider Claims Representative
Aetna, a CVS Health Company
05.2023 - Current
Client Care Agent
Direct Interactions/American Red Cross
09.2020 - 04.2023
Telephone Data Collector
Westat
12.2019 - 08.2021
Turbo Tax Technical Support
Concentrix
12.2015 - 12.2016
Legal Processing Specialist II
Orange County Superior Court
09.2001 - 10.2010
High School Diploma -
Pioneer High School
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