Diana Lerma
Fayetteville,NC
Summary
Multilingual customer service professional with advanced Spanish and English abilities. Demonstrated success in making callers feel comfortable and resolving diverse issues. Excellent communication and multitasking abilities.
Overview
8
8
years of professional experience
Work History
Bilingual Customer Service Representative
Duke Energy
Raleigh, NC
09.2023 - Current
- Resolved discrepancies between customers' remittances and invoices received.
- Answered customer inquiries regarding billings, payments, account status.
- Investigated incorrect billings and processed refunds as necessary.
- Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services.
- Assisted customers with product selection and answered questions regarding features, benefits, and pricing of products or services.
- Maintained an up-to-date knowledge of company's products and services to ensure accuracy when responding to customer inquiries.
- Resolved customer complaints in a professional manner while adhering to corporate policies and procedures.
- Utilized multiple computer systems to access customer accounts, process payments, update account status.
- Monitored daily payment activity in order to identify any discrepancies or errors.
- Processed payments using various methods such as ACH, wire transfers, checks.
Enrollment Specialist
Stride K12 Learning
06.2023 - Current
- Updated, entered and reviewed customer data.
- Communicated effectively via telephone, email and in person with prospective customers.
- Understood and thoroughly explained services provided to customers and potential customers.
- Reviewed statistic enrollment data and prepared reports.
- Educated clients on insurance policies and procedures.
Customer Service Representative
Arise Platform
04.2023 - 06.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Medical Records Retrieval Specialist
Ciox Health Phoenix
03.2022 - 03.2023
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Supported medical staff by providing organized and accurate medical records.
Farrowing Technician
Prestage Farms
05.2019 - 08.2019
- Kept pens, stalls and farm equipment clean and sterilized to support animal wellbeing.
- Observed animals and notified supervisor of signs of illness.
- Examined animals for signs of sickness and overall herd health.
- Rotated animals between grazing areas to provide enough access to food.
Data Entry Specialist
Vote Smart
01.2019 - 05.2019
- Completed data entry tasks with accuracy and efficiency.
- Compiled data and reviewed information for accuracy prior to input.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Maintained files, records and chronologies of entry activities.
Internship Student
Tiffany Naylor Attorney At Law
08.2018 - 12.2018
- Reported back to instructor to receive day-to-day tasks and responsibilities.
- Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement.
- Participated in workshops and presentations related to projects to gain knowledge.
- Sorted and organized files, spreadsheets, and reports.
QA Manual Tester
Bay Valley Foods
05.2016 - 07.2018
- Collaborated with production team for testing and release management to achieve high-quality production of Pickling Vegetables.
- Mined test data from software for conditions needed for salt level scenarios.
- Led test-driven development, functional integration and regression testing initiatives to determine effectiveness of software.
- Developed and implemented tests to assess product quality of brine for pickling at correct temperature.
- Pursued professional development opportunities to learn new testing tools and test strategies.
Education
Bachelor of Science - Criminalistics And Criminal Science
Indiana University - Purdue University Indianapolis
Indianapolis, IN12.2026
High School Diploma -
Sampson Early College High School
Clinton, NC05.2018
Skills
- Open Enrollment
- Provider Relations
- Form Completion and Submission
- Application Verification
- Policy Feature Explanations
- Applicant Screening
- Data Entry Skills
- Manage Renewals
- Enrollment Procedures
- Policy Renewals
- Medical Assistance
- Enrollment Assistance
- Medicare Compliance
- Update Records
- Issue Research
- Customer Support
- Sales Promotion
- Refund Processing
- Caller Assistance
- Payment Collection
- Payment Processing
- Call Center Operations
- Call Center Customer Service
- Telephone Skills
- Billing Support
- Medicare Compliance
- Update Records
- Resolution Coordination
- Credit History Analysis
- Enrollment Requirements
- Call Center Customer Service
- Telephone Skills
- Billing Support
- Multitasking
- Problem-Solving
- Analytical Skills
Timeline
Bilingual Customer Service Representative
Duke Energy
09.2023 - Current
Enrollment Specialist
Stride K12 Learning
06.2023 - Current
Customer Service Representative
Arise Platform
04.2023 - 06.2023
Medical Records Retrieval Specialist
Ciox Health Phoenix
03.2022 - 03.2023
Farrowing Technician
Prestage Farms
05.2019 - 08.2019
Data Entry Specialist
Vote Smart
01.2019 - 05.2019
Internship Student
Tiffany Naylor Attorney At Law
08.2018 - 12.2018
QA Manual Tester
Bay Valley Foods
05.2016 - 07.2018
Bachelor of Science - Criminalistics And Criminal Science
Indiana University - Purdue University Indianapolis
High School Diploma -
Sampson Early College High School