Diana Rodriguez
McAllen
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative
National Seating & Mobility
McAllen, TX, USA
09.2024 - Current
- Answer phone calls and manage phone requests and inquiries in a helpful and professional manner.
- Order management for incontinence supplies, feeding supplies, and urological supplies, coordinating with branch staff, clients, clinicians, and caregivers.
- Assists in completion of work orders which may involve but is not limited to verification that all necessary client information is documented, equipment detail entry, and verification of eligibility for funding (active CMN Title 19 and Active PAR's).
- Perform a variety of data entry, clerical support tasks, assists with physical inventory, and accepts delivery of goods when necessary.
CSR - Customer Service Representative
PNC Financial Services Group
Remote
09.2022 - 07.2024
- My responsibilities were to answer calls for customers concerns and that were needing help with any issues concerning external transfers, wires transfers, bill pay, missing deposits, closed accounts, balance on accounts, transaction verification, and troubleshooting unlocking, resetting OLB accounts and providing user ids for online/mobile banking.
- Navigating through multiple systems and using two monitors daily.
- Also helping customers file disputes and relaying information about dispute denials.
- Helping customers with any of the issues above while at the same time authenticating and maintaining their data and accounts secure.
Service Coordinator
Numotion Mobility
McAllen, TX, USA
09.2021 - 08.2022
- Assists customers with service & repair requests, obtains demographics, enters and maintains accurate data in order processing system.
- Verifies insurance/funding eligibility and benefits, communicates to customers their financial responsibility, obtains prescriptions and any other medical documentation necessary to obtain funding.
- Enters orders into order processing system assuring that efforts are made to appropriately and complete access all funding at the highest available level.
- Completes orders for replacement parts accurately and in a timely manner, completing warranty and RA documentation as appropriate.
- Responds to customer inquiries, requests, and complaints in a timely manner working with other staff members to increase customer satisfaction and turnaround times.
- Coordinates service technicians and warehouse personnel, including scheduling and routing to assure timely provision of service and repair as directed by manager.
- Reconciles routes and daily schedules to insure proper allocation of service technician's time, reporting discrepancies to management.
Vault Processor LL / Loan Processor L
BBVA Compass Bank
McAllen, TX, USA
05.2018 - 09.2021
- My responsibilities were to process all commercial deposits in a timely and effective manner.
- Prepare branch change orders to distributed to all valley BBVA Compass branches.
- Balance and maintain count of all the monies in the teller line and vault.
- Operate office equipment such as photocopiers, scanners, answer telephones, direct calls, take messages, generate email, and file reports using Word and Excel.
Vault Teller
Rochester Armored Car
01.2015 - 05.2018
- Balance and reconcile ATM's prepare monies for ATM's.
- Balance and prepare branch change orders for many banks including Bank of America, Chase, Security Service and many more.
Vault Teller
JPMorgan Chase
McAllen, TX, USA
08.2012 - 06.2014
- Verified and posted deposits for Walmart and HEB.
- Making sure all currency and deposits were correct.
Education
High school or equivalent -
Region One
Pharr, TX05.2012
Skills
- Insurance verification
- Receptionist
- Active listening
- Critical thinking
- Organizational skills
- Cash handling
- HIPAA compliance
- Medical terminology
- Call center experience
- EHR management
- Patient payment processing
- Quality assurance
- Phone and email etiquette
- Eligibility determination
- Inbound call management
- Call metrics
- Remote office availability
Certification
Driver's License
Personal Information
- Driving License: Driver's License
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
National Seating & Mobility
09.2024 - Current
CSR - Customer Service Representative
PNC Financial Services Group
09.2022 - 07.2024
Service Coordinator
Numotion Mobility
09.2021 - 08.2022
Vault Processor LL / Loan Processor L
BBVA Compass Bank
05.2018 - 09.2021
Vault Teller
Rochester Armored Car
01.2015 - 05.2018
Vault Teller
JPMorgan Chase
08.2012 - 06.2014
High school or equivalent -
Region One