Cynthia Martinez
Oklahoma City,OK
Summary
Personable and dedicated Customer Service Representative with extensive experience in service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Patient Service Representative
OU Health
Oklahoma City, OK
01.2022 - Current
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Assisted patients in filling out check-in and payment paperwork.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Built and maintained positive working relationships with patients and staff.
Customer Service Representative
The Home Depot
Oklahoma City, OK
11.2020 - 04.2024
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Made outbound calls to obtain account information.
Server
Kamps 1910 café
Oklahoma City, OK
02.2016 - 09.2019
- Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
- Operated POS terminals to input orders, split bills and calculate totals.
- Satisfied customers by topping off drinks and anticipating condiments, napkins and other needs.
- Promoted desserts, appetizers and specialty drinks to optimize sales.
- Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
- Maintained accuracy while handling payments, giving change and printing receipts to customers.
- Stocked server areas with supplies before, during and after shifts.
- Set up dining room to meet hospitality and service standards.
- Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
- Developed strong and lasting resident relationships.
Education
Trained In Phlebotomy -
Metro Tech Health Career Centers
Oklahoma City, OKHigh School Diploma -
Epic Charter School
Oklahoma City, OK05.2019
Skills
- Report creation
- Report generation
- Credit card payment processing
- Conflict mediation
- Inbound and Outbound Calling
- Project management abilities
- Sales expertise
- Product organization
- Retail sales customer service
- Customer Service
- HIPAA Compliance
- Appointment Scheduling
- Patient confidentiality
- Payment Collection
- Scheduling appointments
- Patient greeting
- Office Administration
- Healthcare industry understanding
- Document filing
- Reception Management
- Directing callers
- Fluent in Spanish
- Problem-Solving
- Multitasking and Organization
- Money Handling
- Payment Processing
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Patient Service Representative
OU Health
01.2022 - Current
Customer Service Representative
The Home Depot
11.2020 - 04.2024
Server
Kamps 1910 café
02.2016 - 09.2019
Trained In Phlebotomy -
Metro Tech Health Career Centers
High School Diploma -
Epic Charter School