Anyssa Garza
Summary
Experienced Customer Service Representative with 7 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls. Well-versed in answering questions, researching problems, and resolving discrepancies. Detail-oriented and personable with exceptional work ethic and passion for service.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Remote Health Insurance Customer Service
Healthcare Staffing Inc.
01.2023 - 01.2024
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Assisted in training new hires and offered ongoing support to help them reach their full potential.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Provided exceptional support during annual open enrollment periods, guiding customers through plan selection processes effectively.
- Assisted colleagues in resolving complex cases by sharing knowledge of policies and best practices when needed.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
Medical Transportation Customer Service Agent
IBEX Global
06.2021 - 12.2022
- Provided timely transportation of diverse clients to healthcare facilities, including patients, families, and staff members
- Helped coordinate the dispatching of dozens of drivers to accomplish daily delivery requirements
- Successfully documented each transport, including patient name, mileage, and services rendered
- Met or exceeded call speed, accuracy, and metrics consistently.
- Actively sought opportunities for continuous learning, attending workshops and trainings geared towards enhancing professional competencies.
- Implemented new strategies to reduce average call handle time while maintaining excellent service quality.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Conducted thorough research on client accounts for accurate information gathering and issue resolution.
- Adapted seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Fostered a positive work environment through active participation in team-building activities and initiatives.
- Expedited resolution times by effectively prioritizing and managing multiple cases simultaneously.
- Supported cross-functional teams in developing strategies to enhance customer experience across various touchpoints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Trained staff on operating procedures and company services.
Call Center Care Coordinator
Carenet Healthcare
01.2020 - 05.2021
- Provided exceptional customer service via inbound & outbound calls for member eligibility or questions on their plan benefits
- Escalated customer inquires to the appropriate departments and followed up to provide resolutions on an as need basis
- Mentored new hires by demonstrating the handling of calls and adhering to HIPAA regulations & outbound call protocols.
- Contributed to the development of organizational policies and procedures related to care coordination, ensuring alignment with industry standards and best practices.
- Streamlined information sharing between healthcare providers by implementing secure electronic communication systems.
- Facilitated appointments and transportation for patients, streamlining access to essential medical services.
- Coordinated discharge planning, ensuring a smooth transition from hospital to home or other facilities.
Client Support Specialist I
Office Ally
04.2019 - 01.2020
- Assisted members in understanding complex Medicare policies, guiding them through the enrollment process stepbystep.
- Deliver high-quality, professional, and courteous support to clients via inbound and outbound phone calls.
- Diagnose and resolve client issues efficiently and effectively, ensuring minimal downtime and disruption to their operations. This may involve technical problems, account inquiries, or general inquiries about products or services.
- Develop a deep understanding of Office Ally products or services to assist clients with inquiries effectively, provide guidance on product usage, and troubleshoot issues.
- Collaborated with cross-functional teams to deliver exceptional client services and meet project deadlines.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Assisted in training new employees and participated in cross-training with other departments.
Cashier/Retail Sales Associate Cashier
Walmart
03.2018 - 03.2019
- Assisted 50+ daily customers by delivering exceptional customer service for all issues ranging from customer check-out/ questions to money handling/ inventory.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Improved transaction speed without sacrificing accuracy by staying up-to-date on product pricing changes.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
Fashion Consultant/ Sales Associate
A'gaci LLC
01.2016 - 02.2018
- Assisting and managing customers, ensuring their shopping experience was as stress-free and enjoyable as possible
- Drove sales by developing business strategies, marketing plans, and merchandise assortments.
- Conducted wardrobe audits for clients, improving their overall style and outfit choices.
- Boosted sales revenue through effective upselling and cross-selling of fashion products.
- Participated in ongoing professional development opportunities to stay ahead of industry trends and best practices.
- Provided exceptional customer service, addressing concerns promptly and professionally to maintain client satisfaction.
Education
Associate of Science in Architecture -
San Antonio College
San Antonio, TX 01.2020 - Current
High School Diploma -
Clark High School
San Antonio, TX 05.2001 -
Skills
Communication
Timeline
Remote Health Insurance Customer Service
Healthcare Staffing Inc.
01.2023 - 01.2024
Medical Transportation Customer Service Agent
IBEX Global
06.2021 - 12.2022
Call Center Care Coordinator
Carenet Healthcare
01.2020 - 05.2021
Associate of Science in Architecture -
San Antonio College
01.2020 - Current
Client Support Specialist I
Office Ally
04.2019 - 01.2020
Cashier/Retail Sales Associate Cashier
Walmart
03.2018 - 03.2019
Fashion Consultant/ Sales Associate
A'gaci LLC
01.2016 - 02.2018
High School Diploma -
Clark High School
05.2001 -