ERICA GONZALEZ
Alamosa,CO
Summary
Detail-oriented professional with an Accounting degree and a strong background in customer service, specialized in resolving complex billing, accounts payables/receivables, payroll, financial inquires, and escalated calls. Proven ability to combine technical financial knowledge with great communication skills to improve customer satisfaction. Expert in identifying discrepancies, maintaining accurate records, and providing professional support to enhance the overall customer experience.
Overview
14
14
years of professional experience
Work History
Customer Care Service Representative
Conduent
Somerville, NJ
02.2024 - 03.2026
- Enhanced customer satisfaction by resolving an average of 50 customer inquiries daily through phone and email interactions.
- Achieved a 15% decrease in customer complaints by implementing a new customer service strategy focused on active listening and problem-solving.
- Received 2 awards for outstanding customer service performance, showcasing dedication to excellence in customer care.
- Collaborated with other departments to ensure customer satisfaction.
Billing Specialist / Customer Service
Friday Health Plans
Alamosa, CO
12.2021 - 07.2022
- Informed customers and patients of any missed or upcoming payment deadlines so they can avoid surcharges.
- Learned intermediate-level computer skills, using bookkeeping and account management software in a timely and efficient manner.
- Gained understanding of industry-specific policies, such as HIPPA regulations for health care industry work.
- Promoted consistent billing accuracy by reconciling over 100 accounts on a monthly basis.
- Searched finance-based solutions for patients or customers needing payment assistance.
- Efficiently learned Microsoft Excel and ERP software and securely addressed confidential client data and payment information while maintaining integrity and trust.
Customer Service Representative
Valley Wide Health Systems
Alamosa, CO
10.2019 - 12.2021
- Scheduled and confirmed appointments.
- Asked probing questions to determine service needs and accurately input information into electronic system.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused intense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Assistant Business Office Manager
San Luis Care Center
Alamosa, CO
10.2011 - 05.2018
- Created daily reports detailing cash receipts, disbursements, and outstanding balances.
- Managed payroll processing activities for all employees.
- Processed purchase orders and verified that items were received correctly according to purchase order specification.
- Performed clerical duties such as filing, photocopying, faxing and scanning documents.
- Reviewed invoices prior to submission to ensure accuracy of information provided.
- Processed high volume of accounts payable invoices and payments accurately and efficiently.
Education
Bachelors of Science - Accounting
Colorado Technical University Online
Colorado Springs, CO09.2022
Skills
- Accounts Payable
- Financial Statements
- Inbound customer service
- Problem-solving abilities
- Account Management
- Multi-tasking
- Data Analysis
- Critical Thinking
- Conflict Resolution
- Customer Service
Timeline
Customer Care Service Representative
Conduent
02.2024 - 03.2026
Billing Specialist / Customer Service
Friday Health Plans
12.2021 - 07.2022
Customer Service Representative
Valley Wide Health Systems
10.2019 - 12.2021
Assistant Business Office Manager
San Luis Care Center
10.2011 - 05.2018
Bachelors of Science - Accounting
Colorado Technical University Online