Emily Salazar
San Antonio,TX
Summary
Dedicated and proactive professional with a proven track record in managing day-to-day cases and enhancing team performance. Expertise in problem-solving and de-escalation techniques, consistently delivering valuable feedback and resources that drive success. Over four years of experience in TRICARE, recognized by supervisors for the ability to assist teams as a navigator, demonstrates a commitment to fostering collaboration and efficiency. Eager to explore supervisory opportunities to leverage experience and knowledge for growth.
Overview
5
5
years of professional experience
Work History
Customer Service Representative Navigator
Senture Triwest
McAllen, Texas
08.2025 - Current
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations, resolved disputes while maintaining professionalism and customer satisfaction.
- Collaborated with team members to create best practices, enhancing consistency in customer service delivery.
- Monitored team metrics, identified improvement opportunities, and implemented coaching plans to enhance team performance.
- Acquired essential skills rapidly to enhance job performance.
- Evaluated claims to determine processing steps.
- Motivated employees by recognizing individual achievements which contributed to overall company success.
Claims Subject Matter Expert
Senture, Triwest
McAllen, Texas
04.2025 - 08.2025
- Reviewed and verified claim information for accuracy and compliance with policies.
- Investigated and resolved denied or rejected claims, achieving accurate outcomes in a timely manner.
- Communicated with healthcare providers to resolve claim discrepancies effectively.
- Educated clients on insurance benefits and claims procedures to enhance understanding and satisfaction.
- Managed customer inquiries, ensuring timely resolutions and high standards of customer service.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Provided expert guidance on operational best practices and standards.
Healthcare Customer Service Representative
Senture Triwest
McAllen, Texas
01.2025 - 04.2025
- Assisted customers with healthcare inquiries and insurance benefits.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Assisted in checking patients' insurance eligibility prior to their appointment.
- Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
- Adhered to HIPAA regulations when handling confidential patient information.
- Trained new team members on customer service protocols and systems.
- Updated patient files according to company policy and procedure guidelines. in accordance with company policy and procedure guidelines.
Healthcare Customer Service Representative
Senture HNFS
McAllen, Texas
03.2022 - 12.2024
- Provided assistance to customers regarding healthcare inquiries and insurance benefits.
- Assisted in checking patient insurance eligibility, facilitating smoother appointment processes for clients.
- Resolved customer complaints through effective communication, enhancing customer satisfaction and loyalty.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts, ensuring compliance while meeting call-time and quality standards.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
Customer Service Representative
Atento GameStop
11.2021 - 02.2022
- Responded to customer inquiries regarding products, services, and company information, ensuring clarity and satisfaction.
- Assisted customers in navigating company website and placing online orders, enhancing overall user experience.
- Managed high-stress situations, maintaining professionalism while resolving customer disputes and conflicts.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
Atento FEMA
10.2021 - 11.2021
- Improved customer satisfaction by addressing concerns promptly and providing accurate information.
- Documented customer interactions and transactions in detail, ensuring thorough follow-up and accuracy.
- Assisted customers with product inquiries and technical support.
- Processed transactions accurately using point-of-sale systems.
- Resolved customer complaints through effective communication and problem-solving.
Customer Service Representative
Atento BBVA
09.2021 - 10.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Reduced customer wait times by efficiently managing high call volumes and promptly resolving issues.
- Guided customers in navigating online banking platforms, enhancing their digital banking experience.
- Processed daily cash transactions accurately, adhering to security protocols to minimize risk for bank and customers.
Front Desk Receptionist
Texas Inn
08.2021 - 09.2021
- Improved guest satisfaction by promptly resolving inquiries and concerns at front desk.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Coordinated with housekeeping staff to ensure timely turnover of rooms for incoming guests while maintaining cleanliness standards.
- Processed room deposits, fees, and payments accurately, ensuring financial accountability.
- Organized front desk area to support smooth operations and uphold professional appearance.
Education
High School Diploma -
Donna North High School
Donna, Tx05-2018
Skills
- Claims review
- Insurance verification
- HIPAA compliance
- Customer education
- Dispute resolution
- High-volume customer interaction
- Customer service
- Customer relationship management
- Call escalation
- Research
- Team performance improvement
Timeline
Customer Service Representative Navigator
Senture Triwest
08.2025 - Current
Claims Subject Matter Expert
Senture, Triwest
04.2025 - 08.2025
Healthcare Customer Service Representative
Senture Triwest
01.2025 - 04.2025
Healthcare Customer Service Representative
Senture HNFS
03.2022 - 12.2024
Customer Service Representative
Atento GameStop
11.2021 - 02.2022
Customer Service Representative
Atento FEMA
10.2021 - 11.2021
Customer Service Representative
Atento BBVA
09.2021 - 10.2021
Front Desk Receptionist
Texas Inn
08.2021 - 09.2021
High School Diploma -
Donna North High School