Esperanza (Hope) Sandoval
San Antonio
Summary
Proficiency in handling Call Center Operations / Inbound and Outbound Calling from different forms of industries, ex: Claims Dental, Vision and Medicare/Medicaid, and Customer service. (Cashier.) Responsible for processing and troubleshooting denied claims by investigating, negotiating, and processing reworked claims. Ability to interact professionally with all internal and external members, including peers, and management by treating everyone with dignity and respect. I am motivated to maintain and demonstrate role model behavior regarding the core values of Integrity, Compassion, Empathy, Patience, and Professionalism. Ability to work in a fast-paced retail/call center environment. Maintain high productivity and efficiency in detailed and precise tasks to standards set by management. The ability to work with customers and remain attentive to their needs.
Overview
24
24
years of professional experience
Work History
Cashier
HEB Store #37
11.2013 - Current
- Assists in unloading merchandise from baskets (handicapped members).
- Packages groceries; assist customers in transporting/unloading groceries to their vehicles.
- Assists customers with their returns
- Ability to work in a fast-paced retail environment, with detailed and precise tasks, and maintain high productivity and efficiency standards set by store management.
- Ability to work with customers and stay attentive to their needs
- Set out morning operations: Stock bags, check stand supplies, cleaning supplies
Customer Service Rep Sr
United Healthcare
12.2017 - 05.2023
- Answer incoming phone calls from health care providers or members (i.e., physician offices, clinics) and identify the type of assistance the provider/member needs (i.e., verification of benefits, eligibility, claims, billing and payments, authorizations for treatment, explanation of benefits).
- Demonstrates ability in customer service issue resolution and relationship building by resolving members' / providers' concerns with friendly and knowledgeable service by asking probing questions to determine service needs and accurately input information into electronic systems.
- Educated members about their service plans (Dental/Vision), including troubleshooting their accounts on the website.
- Remain calm, friendly, and professional in stressful circumstances and effectively diffuse tense situations.
- Claims:
- Make confident decisions in processing dental Providers /Medicare) and Vision claims, by investigating and analyzing specifications for processing the claim.
- Maintained knowledge of policies and procedures by assessing policy coverage, eligibility, and reviewing contracts.
CSR-Tech 1
Conduit Global
01.2016 - 11.2018
- Technical support, troubleshooting, and providing training on desktops, laptops, and mobile devices for company users.
- Increased technical knowledge by reading trade publications, operating manuals, and onsite training.
- Dispatched vendors to perform onsite service to solve problems beyond the scope of telephone troubleshooting.
- Identified opportunities to upsell technical products and services (i.e., upgrade phones/contacts) to increase revenues for existing accounts.
Customer Service Associate
Walmart
01.2002 - 03.2013
- 2012-2013 Customer Service Manager (Cashier) /Wal-Mart
- Supervised front-end cashiers, money center, customer services, and cart pushers, and trained new associates.
- Set or adjust associate work schedules and assign workstations
- Auditing cashier’s registers daily. Troubleshoot shortages and overages in individual cash drawers
- Ability to multitask and shift priorities quickly, professionally, and positively.
- Accommodate urgent tasks and meet business and corporate goals
- Make fast decisions when addressing questions, resolving customer issues, and managing customer relations.
Education
Associate of Applied Science - Associate of Science in Education
Kaplan University
Iowa01.2009
Skills
- Building customer relations: Work effectively with others to contribute to a team environment
- Solid communication skills, including the capability to work effectively Focus on quality listening, and communicate the facts verbally and in writing
- Problem-solving abilities / Solid conflict resolution skills / Strong organizational skills
- Clerical support / Microsoft Office (utilizing multiple computer systems) / Technologically
- Call Center Operations / Inbound and Outbound Calling
- The ability to maintain confidentiality of sensitive information
- Strong PC skills, including the ability to quickly learn new computer applications
- Computer software
- Telephone technology (fax machines), 65 wpm
- Word, the use of help desk software
- Excel PowerPoint
Timeline
Customer Service Rep Sr
United Healthcare
12.2017 - 05.2023
CSR-Tech 1
Conduit Global
01.2016 - 11.2018
Cashier
HEB Store #37
11.2013 - Current
Customer Service Associate
Walmart
01.2002 - 03.2013
Associate of Applied Science - Associate of Science in Education
Kaplan University