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
N92 W14612 Anthony Ave, Menomonee Falls WI 53051
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
8801 W National Ave
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, WI03.2006
High School Diploma -
South Division High School
Milwaukee, WI06.2004
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