Evelyn Troche
Account Resolution Specialist ll
Miami,FL
Summary
Independent, detail oriented, self starter who can do multi-task effectively and work with minimal supervision.Possess a sense of urgency and is able to meet deadline. Work well under pressure. Ability to handle sensitive information with the highest degree of integrity & confidentiality, a background demonstrating strong analytical and problem solving ability. Strong organizational skills, attention to detail, and ability to maintain multiple on-going projects. fast and accurate data entry skills. Excellent written and verbal communication skills in English and Spanish.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
CPS Products Inc.
03.2022 - 12.2025
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Customer Service Representative
Estes Express Lines
12.2017 - 03.2022
- Customer Care Representative
- My primary responsibility in entry level Customer Care is to provide best-in-class service. This position interacts with customers by telephone or email, to answer questions and resolve issues, Schedule, verify and investigate pickup, resolve problems, direct customer concerns to appropriate party for further assistance and final resolution. Overcome customer objections and complaints by responding to inquiries with clarifying information through research. Keeping management informed, escalating issues as needed. Customers facing strongly knowledge of transportation industry. Ability to listen attentively to customer needs and concerns: demonstrating empathy, ability to easily maneuver between multiples websites and computer screens. Knowledge of Microsoft office, experience with CRM, and AS-400.
Accounts Receivable Associate
SGS North America Transportation Division
02.2020 - 10.2020
- Prepares and submits customer invoices based on billing information provided by operations team.Codes, posts and confirms receipt payments. Coordinates check deposit activities when necessary (usually managed by SGS central Finance team. Verifies bank and other reconciliations performed by SGS central Finance Team. Monitors customer accounts for nonpayment and delayed payment. Issues monthly invoicing reports in accordance to Finance requirements. Checks, verifies and processes invoices. Analyzes discrepancies and unpaid invoices. Monitors the ageing report. Reviews customer credit line requests with GIS Manager. Prepares and submits the monthly deferred revenue report to Finance Department. Updates, verifies and maintains accounting journals and ledgers and other financial records. Assists in month end reporting procedures. Provides with timely resolution of cases and service requests received from the network. Experience working with Oracle BOSS Financial system or other enterprise level financial systems
Account Resolution Specialist II
Medassist, A Firstsource Company
04.2016 - 03.2019
- Process remittances and claim rejections for various insurance company and Medicare. Remittance posting received electronically or physicals into patient records. Processed investigation on claim to be resolve by follow up and disposition. Processed denial and rejection for re-submission or billing in accordance with company policy and regulations. Ensure clients files were updated on system. File claims using all appropriate forms and attachments. Research account denials and file written appeals, when necessary. Evaluate the information received from the client to determine which insurance to bill and attain necessary attachments, or supporting documentation to send with each claim. Ensure integrity on each claim that is billed. Document detail and effort in CUBS system. Print out UB0-4 and 1500 form to resubmits to claims. Appeal accounts in writing and Draft Letters to clients.
Accounting Clerk & Payment Posting
Western Funding
09.2011 - 03.2014
- Greet customers walk in, vendor's etc. screen incoming and out goings calls. Compute, classify, and record numerical data to keep financial records complete. Perform any combination of routine calculating, posting, and verifying duties to obtain primary financial data for use in maintaining accounting records. Also check the accuracy of figures, calculations, and postings pertaining to business transactions recorded by other workers. Negotiated payments plan with customer and outside agencies. Processed entire loan applications and conducted credit history reports. Keep track of insurance policy up to-date. Trouble shoots customer inquiries such as loan modifications and cancellations.
Accounting Clerk
Hayt, Hayt & Landau LLP
04.2009 - 05.2011
- Input and processed payrolls in ADP PC systems which included entry of new hires, and terminations, pay changes, withholdings and deductions, vacation advances and leaves of absences. Enter high volume of checks and cash's per week including invoices. Processed up to $50 thousands on accounts receivable. Bank reconciliations, maintains and updated records, files and backup documentations related to accounts receivable. Printed and reviews aging report on bi-weekly basis. Processed credit card charges due to customer's information inquire regarding mutual funds activities. Negotiated settlements and created payments schedules, authorized by the supervisor. Researches and respond to all accounts receivable inquiries in a prompt manner. Bank sheet balance reconciliations. Compiled, sorted, and filed documents on substantiating transactions. Printed monthly reports to be review by the firm.
Education
No Degree - Accounting
American Junior College
Bayamon PR 05.2001 -
Skills
Posting (2 years)
Customer Service (10 years)
Payment Posting (5 years)
Call Center (5 years)
Collections (10 years)
Billing (5 years)
problem solving
Communications (10 years)
Outlook (5 years)
Word (5 years)
retail sales (1 year)
credit
Microsoft Excel (5 years)
Typing (10 years)
Accounts Receivable
Bank Reconciliation
Accounts Payable
Journal Entries
Certification
Microsoft Office Specialist / Bookkeeping
Timeline
Customer Support Specialist
CPS Products Inc.
03.2022 - 12.2025
Accounts Receivable Associate
SGS North America Transportation Division
02.2020 - 10.2020
Customer Service Representative
Estes Express Lines
12.2017 - 03.2022
Account Resolution Specialist II
Medassist, A Firstsource Company
04.2016 - 03.2019
Accounting Clerk & Payment Posting
Western Funding
09.2011 - 03.2014
Accounting Clerk
Hayt, Hayt & Landau LLP
04.2009 - 05.2011
No Degree - Accounting
American Junior College
05.2001 -
Assessments
- Customer focus & orientation — Proficient
- February 2020
- Responding to customer situations with sensitivity
- Full results: Proficient
- Sales skills — Familiar
- January 2020
- Using influence and negotiation techniques to engage with and persuade customers.
- Full results: Familiar
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Independent, detail-oriented, self-starter who can multi-task effectively and work with minimal Supervision. Possess a sense of urgency and able to meet deadlines. Work well under pressure. Ability to handle sensitive information with the highest degree of integrity & confidentiality, a background demonstrating strong analytical and problem solving ability. Strong organizational skills, attention to detail and the ability to maintain multiple on-going projects. Fast and accurate data entry skills. Good working knowledge of ADP payroll processing, Microsoft Excel and work excellent written and verbal communication skills in English and Spanish.