Fabian Loya
Tucson,Az
Summary
Customer care professional with proven history of enhancing customer satisfaction and addressing inquiries efficiently. Focused on team collaboration and achieving positive outcomes, adaptable to changing needs. Skilled in communication and conflict resolution.
Overview
24
24
years of professional experience
Work History
Medical Claims Analyst
Centene
03.2022 - Current
- Processing Medical Claims in adherence to state guidelines.
- Regularly assist with policyholders and healthcare providers with inquiries, ensuring clear communication and resolutions of any issues pertaining to their general needs.
- This position has granted me the ability to straighten my skills in Communication, Multitasking and manage my time effectively.
- Trained new staff on best practices for claims analysis and system navigation.
- Coordinated with cross-functional teams to streamline claim resolution workflows.
- Improved customer satisfaction by resolving complex medical claims in a timely and professional manner.
Customer Service Rep/Disputes
Citi Bank
09.2017 - 03.2018
- Handling Credit Card Payments as well as handling Disputes within the credit card department.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed account updates and maintained accurate customer information in banking systems.
- Facilitated training sessions for new hires, enhancing team performance and service quality.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Care Rep.
Comcast
01.2016 - 07.2017
- Responsibilities included troubleshooting customer internet and cable networks, with some sales/upgrades.
- Navigated complex billing systems to address and rectify account discrepancies.
- Implemented best practices for handling escalated issues, reducing resolution times significantly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
Pharmacy Tech.
Convergys/Walgreens
03.2011 - 02.2015
- As a Pharmacy Tech it was my responsibility to take incoming calls from Patients and Doctors regarding prescriptions and be able at times to de-escalate calls.
- Assisted pharmacists in preparing and dispensing medications accurately.
- Communicated effectively with patients to provide medication information and support.
General Auto Tech/Sales
Fletchers Tire and Auto
08.2005 - 10.2010
- Responsibilities include Customer Service Communications, Oil Changes, Tire Replacement/Repair, Sales of Tires and various Vehicle Care recommendations.
- Diagnosed and repaired automotive systems, ensuring optimal vehicle performance and safety.
- Trained junior technicians on diagnostic procedures and equipment usage, fostering a culture of continuous learning.
- Managed customer service interactions, providing clear explanations of repairs needed and estimated costs.
UPS Tracker – Customer Care Rep.
Sears Call Center
10.2009 - 02.2010
- Whilst a UPS Tracker, I was responsible for making sure packages ordered from Sears were delivered, or if stated otherwise I was tasked to to find out the status and whereabouts of packages received or lost.
- As a Customer Care Rep. I was in charge of handling escalated calls, calls regarding whereabouts of products, warranty inquiries, complaints, and research.
- Established strong relationships with clients through clear communication and consistent results delivery.
Decedent Transporter
Southwest Mortuary Svc.
09.2007 - 10.2008
- Operated transportation vehicles for secure and timely transfers of deceased individuals to funeral homes.
- Ensured compliance with safety regulations during transport operations, providing a dignified experience for families.
- Coordinated logistics for multiple pickups and deliveries, optimizing routes to enhance efficiency and reduce delays.
- Warmly greeted patients and visitors and made each feel welcome.
General Auto Tech
Goodyear Tire and Auto
02.2002 - 08.2005
- My job consisted of Oil Changes, Tire repair and replacement, Computer Alignments, and customer service.
- Diagnosed and repaired mechanical issues using advanced diagnostic equipment.
- Increased customer satisfaction by providing timely and accurate estimates for repair costs.
Education
High School - Art, Music, English
Sunnyside High School
Tucson, Az01.2001
Media Arts and Animation, Digital Graphics, Animation, Graphic Design
The Art Institute of Tucson
Tucson, AzSkills
- Extensive experience in customer service
- Proficient in computer applications
- Experienced with key computer programs
- Experienced in Microsoft Office Suite (Word, Excel, PowerPoint)
- Time management
- Multitasking
- Critical Decision-making
- Telephone etiquette
- Teamwork and collaboration
- Problem-solving
Core Competencies
- Customer Service
- Detailed and Organized
- Competitive Drive
- Open-minded
- Strong Communication Skills
Timeline
Medical Claims Analyst
Centene
03.2022 - Current
Customer Service Rep/Disputes
Citi Bank
09.2017 - 03.2018
Customer Care Rep.
Comcast
01.2016 - 07.2017
Pharmacy Tech.
Convergys/Walgreens
03.2011 - 02.2015
UPS Tracker – Customer Care Rep.
Sears Call Center
10.2009 - 02.2010
Decedent Transporter
Southwest Mortuary Svc.
09.2007 - 10.2008
General Auto Tech/Sales
Fletchers Tire and Auto
08.2005 - 10.2010
General Auto Tech
Goodyear Tire and Auto
02.2002 - 08.2005
Media Arts and Animation, Digital Graphics, Animation, Graphic Design
The Art Institute of Tucson
High School - Art, Music, English
Sunnyside High School