Dulce De Anda
North Salt Lake
Summary
Dynamic professional with a proven track record in enhancing customer service and optimizing performance, particularly at Senture. Excelled in complaint resolution and call documentation, achieving significant case closures and audit adjustments. Skilled in fostering client relationships and proficient in multi-line phone systems, demonstrating both hard and soft skills essential for high-stakes environments.
Overview
3
3
years of professional experience
Work History
Medicaid Healthcare Representative
Maximus
12.2024 - 03.2025
- Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.
- Documented activities and progress in electronic medical record per defined policy and procedures.
- Assisted in completing and maintaining care management contracts during and after patient's hospitalization.
- Contacted third-party payers to obtain and confirm authorization for services and communicated necessary related clinical information.
- Helped clients apply and process their Medicaid application
- Researched and resolved billing discrepancies to enable accurate billing.
- Negotiated with insurance companies to resolve disputed claims, securing rightful payments.
- Processed payments and applied to customer balances.
- Provided exceptional customer service by empathizing with clients financial situations while working towards mutually beneficial
solutions.
Internal Revenue Agent
Senture
05.2023 - 11.2024
- Recognized for consistently meeting or exceeding performance metrics related to case closures, audit adjustments, and overall job effectiveness.
- Evaluated taxpayer documentation, ensuring adherence to relevant regulations and laws.
- Assisted taxpayers with understanding complex tax laws, providing clear explanations and guidance.
- Responded to taxpayer questions and helped individuals complete and file tax documentation.
- Kept case data and contact information up to date to expedite proceedings.
- Reviewed established accounting systems and historical information to identify strengths and weaknesses of existing methods and controls.
Health Insurance Representative
TTEC
10.2022 - 03.2023
- Collaborated with healthcare providers to ensure accurate billing practices, reducing disputes and errors.
- Assisted clients in understanding their coverage options, guiding them towards the most suitable plans for their needs.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Assisted clients processing bills and claims
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Managed high call volume while maintaining exceptional customer service standards, leading to positive feedback from clients.
- Educated clients about health insurance coverage options, benefits and costs.
- Provided comprehensive customer service to drive client satisfaction.
- Negotiated payments plans and overdue payments
Mortgage Agent
Advance Call Center Technologies
03.2022 - 10.2022
- Consistently met or exceeded sales targets through proactive client outreach and exceptional customer service.
- Provided thorough explanations of various mortgage products to clients, assisting them in selecting the best option for their needs.
- Maintained a high level of professionalism in all interactions, fostering trust and building long-term client relationships.
- Streamlined mortgage application processes for faster turnaround times and higher customer satisfaction rates.
- Negotiated favorable mortgage terms with lenders, resulting in lower interest rates and fees for clients.
- Increased loan application approvals by providing detailed and accurate financial assessments for clients.
- Assisted clients by collecting past due payments in timely manner decreasing overdue accounts
- Reviewed approved loan applications to facilitate closing process.
Education
High School Diploma -
Gladys Porter High School
06-2021
Skills
- Call center experience
- Complaint resolution
- Scheduling
- Customer service optimization
- Performance monitoring
- Dispute Resolution
- Payments
- Call documentation skills
- Call logging
- Customer account updates
- Multi-line phone talent
- Following scripts
Languages
Spanish
Native or Bilingual
Timeline
Medicaid Healthcare Representative
Maximus
12.2024 - 03.2025
Internal Revenue Agent
Senture
05.2023 - 11.2024
Health Insurance Representative
TTEC
10.2022 - 03.2023
Mortgage Agent
Advance Call Center Technologies
03.2022 - 10.2022
High School Diploma -
Gladys Porter High School
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