Francisco R. Duenas
Pomona,CA
Summary
Dynamic, customer-focused professional with over 15 years of experience delivering exceptional service across healthcare, technology, and financial sectors. Proven ability to resolve complex issues while navigating high-volume environments and building trust with diverse clientele. Committed to leveraging strong communication skills, bilingual fluency, and technical expertise to enhance customer satisfaction and drive operational efficiency. Passionate about creating positive experiences that foster long-term relationships and contribute to organizational success.
Overview
8
8
years of professional experience
Work History
Patient Services Representative
UCLA Oral & Maxillofacial Surgery
Los Angeles, CA
03.2025 - 02.2026
- Schedule and manage patient appointments using Epic (CareConnect)
- Provide compassionate and efficient support to patients navigating surgical consultations
- Verify insurance and demographic information with precision
- Handle high call volumes while maintaining professionalism and accuracy
- Collaborate with clinical teams to ensure seamless patient experiences
- Appointment Line
- Addressed patient inquiries and concerns, delivering exceptional customer service and support.
- Collaborated with clinical staff to streamline communication between departments, improving workflow effectiveness.
- Managed patient scheduling and appointment confirmations, enhancing operational efficiency.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
Customer Service Coordinator
PowerMarket
Remote
07.2024 - 11.2024
- Resolved billing inquiries for community solar customers
- Processed payments and updated account demographics
- Provided technical support for online navigation and document access
- Managed high-volume email and phone communications
- Explained charges, fees, terms of sales, and service agreements to over 65 customers daily.
- Responded to customer needs through competent customer service and prompt problem-solving.
Customer Support
Kaiser Permanente
Remote
05.2023 - 07.2024
- Delivered insurance-related support and technical troubleshooting
- Guided customers through online registration and profile updates
- Resolved service and billing concerns using structured resolution protocols
- Maintained low wait times and high satisfaction scores
- Provided exceptional customer support, addressing user inquiries promptly and professionally to maintain high satisfaction levels.
- Partnered with computer sales team and other store personnel to deliver unparalleled customer support and maximize revenue.
Customer Support / Banking Analyst
Stretto Banking Services
Remote
06.2022 - 12.2022
- Supported fiduciaries in bankruptcy cases (Chapter 7 & 11)
- Facilitated ACH transactions and virtual document signing via DocuSign
- Acted as liaison between banks and clients to resolve financial inquiries
Customer Service Specialist
Spectrum
Ontario, CA
03.2020 - 05.2022
- Provided web-based troubleshooting for Wi-Fi and internet issues
- Processed payments and guided customers through online transactions
- Developed service policies and applied sales strategies to retain customers
- Resolved customer inquiries through multiple channels, enhancing overall satisfaction and retention.
- Streamlined issue resolution processes, reducing average handling time for customer interactions.
- Trained new team members on best practices in customer engagement and service protocols.
- Monitored service metrics to identify areas for improvement, driving operational efficiency initiatives.
- Established rapport with customers, fostering loyalty through personalized service experiences and follow-ups.
Customer Service Representative / Dispatcher
Green Earth Collective
Highland Park, CA
10.2017 - 02.2020
- Managed online orders and dispatch logistics
- Educated customers on billing and payment processes
- Participated in team training and contributed to process improvements
- Trained new team members on customer service protocols and system navigation.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Implemented feedback mechanisms to enhance customer satisfaction and service delivery.
- Mentored junior representatives, fostering a culture of continuous learning and improvement.
- Directed dispatching, routing, and tracking of 12 fleet vehicles.
- Collaborated with cross-functional teams to address complex customer concerns efficiently.
Education
Bachelor of Science - Computer Science
Southern New Hampshire University
Hooksett, NH06-2028
High School Diploma -
El Monte High School
El Monte, CA06-1997
Skills
- Experience with Epic CareConnect
- Electronic signature management
- Microsoft Outlook & SharePoint
- Technical Support & Troubleshooting
- Bilingual: Fluent in Spanish
- Financial Analysis & ACH Setup
- Typing & Report Preparation
- Inventory Control & Contact Management Systems
- Customer Retention & Conflict Resolution
- Appointment scheduling
- Patient confidentiality
- Medical insurance
Accomplishments
Made the Dean's list 2 times in 2025 and once in 2026
Timeline
Patient Services Representative
UCLA Oral & Maxillofacial Surgery
03.2025 - 02.2026
Customer Service Coordinator
PowerMarket
07.2024 - 11.2024
Customer Support
Kaiser Permanente
05.2023 - 07.2024
Customer Support / Banking Analyst
Stretto Banking Services
06.2022 - 12.2022
Customer Service Specialist
Spectrum
03.2020 - 05.2022
Customer Service Representative / Dispatcher
Green Earth Collective
10.2017 - 02.2020
Bachelor of Science - Computer Science
Southern New Hampshire University
High School Diploma -
El Monte High School