DENISE BURESCH
Gilbert,AZ
Summary
Well organized and diligent Senior Customer Service and Sales Representative with over 20 years of experience cultivating customer relationships through excellent communication and service skills. Goal oriented to excel at performance standards. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
9
9
years of professional experience
Work History
Client Service Representative
Bank Of America
Chandler, AZ
03.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
- Developed and implemented customer satisfaction surveys to measure customer service quality.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
ADMISSIONS REPRESENTATIVE
Bryan University
09.2019 - 03.2021
- Communicate with students using various methods
- Empathic listener and persuasive speaker
- Evaluate student's academic goals and provide overview of Bryan University's Programs by assisting in decision making process
- Ability to take initiative, manage multiple priorities and work in technology focused environment using multiple programs simultaneously
- Work together with supervisor to plan, achieve and exceed monthly performance goals and also demonstrate personal accountability to consistently and effectively execute plan
- Continued professional development, training and coaching opportunities offered and demonstrate progressive improvement in skills, knowledge and abilities within current role
- Contribute to high level of morale, trust and mutual support within team and department
- Demonstrate and promote high ethical standards set by Bryan University
- Proven track record of achieving and exceeding monthly sales goals.
PATIENT ACCESS REPRESENTATIVE
Unitedhealthgroup - Dignity Healthcare - Optum 360
11.2018 - 09.2019
- Pre-admitting and admitting of patients in the Emergency Room and overflow for Labor and Delivery
- Verified completeness and accuracy of patients' information for documentation in EMR system
- Connected with insurance companies to verify details and process billing
- Collected and secured cash payments for patients' co-payments and additional financial obligations
- Registered patients, routed documentation, and escorted individuals to procedure locations
- Educated patients on their medical rights and care options during and after care at the facility
- Completed all assigned tasks prior to shift end.
PATIENT ACCOUNT REPRESENTATIVE
Midwestern University - Dental Clinic
08.2017 - 06.2018
- Provide customer service to each and every patient during the entire registration process
- Register patients for outpatient labs, scheduled tests and walk-in services
- Complete patient registration with accuracy
- Identify patient's insurance coverage, the benefits available, patient out-of-pocket expenses, collecting co-insurance and co-payments
- Communicate with nurses, technicians and/or physicians if needed for patient order clarification
- Processed insurance component of patient's obligation using third-party claims processing and payment rules
- Notified customers of payment obligations via telephone calls, professional mailings and personal visits.
PATIENT ACCOUNT REPRESENTATIVE II
Advocate Health Care
03.2017 - 08.2017
- Provide customer service to each and every patient during the entire registration process
- Register patients for outpatient labs, scheduled tests and walk-in services
- Complete patient registration with accuracy and identify patient's insurance coverage, patient out-of-pocket expenses, collecting co-insurance and co-payments
- Communicate with nurses, technicians and/or physicians if needed for patient order clarification
- Facilitate patient flow and transition from registration to the clinical testing area
- Participate in weekly team huddles.
PARALEGAL
Law Offices of Matthew Wildermuth - Foreclosure Law Firm
12.2014 - 03.2017
- Coordinated with attorneys on discovery requests and other complex projects
- Assembled and filed motions, briefs, and required case documents in state and federal courts
- Prepared binders for closing completed cases
- Coordinated the timely and accurate filing of court pleadings with the court clerk
- Assist clients with financial modifications to maintain their current residence.
Education
SOME COLLEGE - BUSINESS -
College Of DuPage
Glen Ellyn, ILHIGH SCHOOL DIPLOMA -
Proviso East High School
Maywood, IL05.1981
Skills
- Customer service
- Relationship building
- Training and development
- Acquire new business
- Promote products
- Creative thinking
- Research
- Application Support
- Leadership
- Computer Proficiency
- Critical thinking and problem solving
- Time Management
- Sales
- Teamwork and collaboration
- Telephone interviewing
- Scheduling
- Oral and written communication
Timeline
Client Service Representative
Bank Of America
03.2021 - Current
ADMISSIONS REPRESENTATIVE
Bryan University
09.2019 - 03.2021
PATIENT ACCESS REPRESENTATIVE
Unitedhealthgroup - Dignity Healthcare - Optum 360
11.2018 - 09.2019
PATIENT ACCOUNT REPRESENTATIVE
Midwestern University - Dental Clinic
08.2017 - 06.2018
PATIENT ACCOUNT REPRESENTATIVE II
Advocate Health Care
03.2017 - 08.2017
PARALEGAL
Law Offices of Matthew Wildermuth - Foreclosure Law Firm
12.2014 - 03.2017
SOME COLLEGE - BUSINESS -
College Of DuPage
HIGH SCHOOL DIPLOMA -
Proviso East High School