Clarissa Arquieta
Covina,USA
Summary
Resourceful, self-motivated and a true team player with 10+ years of Customer Service background. Hoping to use my past work experience and current familiarity with the company to move from a Client Support role to a CX Operations Specialist, so I can contribute to the continued success of HopSkipDrive.
Overview
19
19
years of professional experience
Work History
Client Support Specialist
HopSkipDrive
02.2023 - Current
- Assisted clients, consumers, and caregivers with general ride and account questions via phone, email, text, and chat.
- Responded to clients' inquiries in a timely and accurate manner via phone, text, email, or chat.
- Gathered client, consumer, and caregiver feedback and shared it with the appropriate teams or channels.
- Assisted clients, consumers, and caregivers with troubleshooting questions about our app or systems and educated them on the processes and procedures.
- Investigated any feedback or credit requests and provided follow-ups for clients, consumers, and caregivers.
- Managed difficult situations to avoid having to escalate them to upper management.
- Built a positive relationship with clients, consumers, and caregivers.
- Assisted with special projects, team training, and interviewing.
Customer Success Specialist
Curative Inc.
San Dimas, CA
01.2021 - 09.2022
- Assisted clients, consumers, and caregivers with general ride and account questions via phone, email, text, and chat
- Responded to clients inquiries in a timely and accurate manner, via phone, text, email or chat
- Gathered client, consumer, and caregiver feedback and shared it with the appropriate teams or channels
- Assisted clients, consumers, and caregivers with troubleshooting questions about our app or systems and educated them on the processes/procedures
- Investigated any feedbacks/credit requests and provided follow ups for clients, consumers, and caregivers
- Managed difficult situations to avoid having to escalate it to upper management
- Built a positive relationship with clients, consumers, and caregivers
- Assisted with special projects, team training and interviewing
Customer Service Representative/Claims
B2Sign, Inc.
Pomona, CA
09.2018 - 12.2020
- Assisted patients with registration, setting appointments, special requests, records, and general billing/claims
- Collected patient feedback/complaints
- Regularly maintained & updated patient records including contact, payment, results & vaccination information while always following HIPAA & Curative privacy guidelines
- Provided detailed information about services and conducted eligibility screening/registration
- Offered advice and assistance to patients, paying attention to special needs or wants
- Responded to patient requests for products, services and company information
- Collaborated with the billing department to process payments and assist with insurance claims process
- Handled a high volume of calls
- Educated clients on our services and processes/procedures
- Assisted clients with orders via phone, live chat and email
- Assisted clients with tracking orders and shipping information/updates
- Educated and assisted clients with our website
- Providing detailed information about products/services
- Processed payments, refunds and discounts
- Assisted in all areas of customer service and able to multitask
- Continuously learned about changing products & updated protocol and relayed information to customers
Senior Collections Specialist
Bank of America
Brea, CA
09.2006 - 03.2013
- Demonstrated exceptional conflict resolution even under pressure
- As a senior Claims representative, advised different departments on claims/CS protocol
- Collected data while resolving customer complaints about products/services via claims process
- Identified issues with production & found alternatives/solutions
- Worked with multiple departments to increase customer satisfaction and provide better products/services
- Answered high volume of inbound calls
- Providing detailed information about eligible payment arrangements and conducted eligibility screening
- Managed customer accounts to maintain accurate contact information, financial status & collections status efforts
- Located debtors by utilizing skip tracking & other strategies
- Prepared packages containing all pertinent documentation for collections accounts for record keeping
- Notified customers of delinquent accounts with attempts to collect outstanding amounts & assisted with general inquiries
- Assisted in taking & entering payments into the accounting system
- Demonstrated exceptional conflict resolution even under pressure
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Responded proactively and positively to rapid change
Education
High school diploma -
Temple City High School
Temple City, CASkills
- Data Management
- Flexible and Adaptable
- Verbal Communication
- Active Listening
- Attention to Detail
- HIPAA
- Time management
- Organizational skills
- Technical Support
- Live Chat
- Communication skills
- Microsoft Word
- Microsoft Excel
- Slack
- Kustomer
Languages
English, Fluent
Timeline
Client Support Specialist
HopSkipDrive
02.2023 - Current
Customer Success Specialist
Curative Inc.
01.2021 - 09.2022
Customer Service Representative/Claims
B2Sign, Inc.
09.2018 - 12.2020
Senior Collections Specialist
Bank of America
09.2006 - 03.2013
High school diploma -
Temple City High School
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