Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Guadalupe Tellez

Summary

Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming /outbound calls, product questions, issue resolution and processing. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Bilingual Customer Service Representative

Skygen Usa
09.2016 - 03.2023
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls And provider calls
  • Actively listened to customers, handled concerns quickly and escalated major issues to correspondent departments.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Updated account information to maintain customer records.
  • Educated customers and providers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.

Patient Services Representative

Forward Dental
12.2013 - 08.2016
  • Answered incoming calls, scheduled appointments and filed dental records.
  • Reviewed and corrected claim and authorization errors to facilitate smooth processing.
  • Balanced deposits and credit card payments each day.
  • Verified insurance eligibility and coverage for patients.
  • Trained new staff on filing, phone etiquette and other office duties.
  • Entered patient demographic and insurance data into electronic medical record system.
  • Took copayments and compiled daily financial records.
  • Greeted and assisted patients with check-in and checking-out procedures.
  • Delivered support to medical staff in completion of patient paperwork.
  • Assisted patients in filling out check-in and payment paperwork.
  • Maintain schedules for all providers.

Education

Medical Office Specialist Diploma - Medical Office Assistance

Kaplan University
Milwaukee, WI
03.2006

High School Diploma -

South Division High School
Milwaukee, WI
06.2004

Skills

  • Spanish Interpreting
  • Inbound and Outbound Calling
  • Customer Service and Assistance
  • Document and Records Management
  • Issue and Complaint Resolution
  • Invoice Preparation and Processing
  • Call Volume and Quality Metrics
  • Investigate Claims and authorizations
  • Multi-Line Telephone Systems
  • Mail Handling
  • Telephone Skills
  • Data Inputting
  • Call Screening
  • Dental Terminology
  • Computer Proficiency
  • Accounting and Billing Software
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Outlook
  • Billing Adjustments and Refunds
  • HIPAA Guidelines
  • Office Supplies and Inventory
  • Financial Plan Options
  • Patient Documentation
  • Patient Scheduling
  • PPO, HMO and Medi-Cal
  • Excellent Multitasking Capabilities
  • Records Management / Records Filing
  • CPT Coding
  • Insurance Verification
  • Appointment Scheduling
  • Patient Dental Histories
  • Patient Benefits Confirmation
  • Payment Scheduling and Collection

Certification

  • Certified Customer Service, Esperanza Unida Inc. - February 2005 - May 2006

Languages

Spanish
Native or Bilingual

Timeline

Bilingual Customer Service Representative

Skygen Usa
09.2016 - 03.2023

Patient Services Representative

Forward Dental
12.2013 - 08.2016

Medical Office Specialist Diploma - Medical Office Assistance

Kaplan University

High School Diploma -

South Division High School

Similar Profiles

CREATE PROFILE
Guadalupe Tellez