Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Languages
Timeline
Generic

Gay Chilo

Richmond,TX

Summary

Experienced Customer Service Representative with over 30 years of expertise in providing exceptional service across healthcare, telecommunications, and education sectors. Skilled in medical coding, customer issue resolution, and operational efficiency. Proficient in Microsoft Office, medical terminology, and HIPAA compliance. Strong leadership skills with a proven track record in team collaboration and problem-solving. Adaptable, quick to learn, and committed to continuous professional development.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Medicare Service Operation/CSR

CVS HEALTH CORPORATION(Aetna)
09.2022 - Current
  • Providing excellent customer service by addressing inquiries, concerns, and issues raised by customers via phone
  • Handle wide range of customer inquiries, such as insurance coverage, and general inquiries about Aetna services
  • Identifying and resolving customer grievances or concerns in a timely and satisfactory manner
  • This may involve investigating issues, and finding appropriate solutions to meet customer needs
  • Collaborating with other departments or teams within Aetna, such as pharmacy, or claims, to resolve customer issues or escalate problems when necessary
  • Assist members with authorizations(denial/approvals) and referrals
  • Staying updated on Aetna products, services, and policies through training programs
  • Following established company policies, and regulatory guidelines, such as HIPAA (Health Insurance Portability and Accountability Act), to ensure customer privacy, data security, and compliance with relevant laws
  • Managed approximately 20-30 incoming calls per day from customers.

Warehouse Fulfillment Associate

Amazon Warehouse
07.2021 - 09.2022
  • Tasks related to order fulfillment, including stowing, picking, packing, and shipping customer orders accurately and on time
  • Assisting customers with inquiries, providing support, resolving issues, and ensuring a positive customer experience
  • Handling online vendor request within established guidelines to correct item issues
  • Processed exchange request utilizing specialized software
  • Organize and store items in warehouse using a pallet jack
  • Pulled merchandise to fulfill orders to specification
  • Assembled customer orders from stock and placed on pallets for shipping department
  • Packed products into designated boxes, taking care to protect items from damage or shifting during transport

Front Office Clerk

Lamar Consolidated ISD
10.2019 - 05.2022
  • Welcomed parents, students, staff, and other visitors to the school
  • Providing a friendly and professional first point of contact, answering questions, and directing visitors to the appropriate person or location
  • Handling incoming calls, routing them to the appropriate staff members or departments
  • This includes answering general inquiries, taking messages, and providing basic information about the school
  • Recorded and maintained accurate attendance records for students
  • This involves tracking student arrivals and departures, documenting absences
  • Worked closely with teachers, administrators, and other school personnel to ensure efficient operation of the front office
  • This may involve communicating important updates, and relaying messages, schedules or appointments

Business Sales Operation/CSR

Verizon Wireless
03.1998 - 04.2019
  • Responding to customer inquiries, complaints, and requests
  • Providing information about Verizon Wireless products, services, plans, billing, and troubleshooting technical issues
  • Helping customers resolve technical problems with their devices, wireless connections, and network coverage
  • Managing customer accounts, including processing bill payments, setting up new service plans, activating or deactivating devices
  • Addressing billing discrepancies and resolving account-related issues
  • Handled 100% customer complaints or conflicts in a professional and empathetic manner
  • Identifying the root cause of the issue and working towards a satisfactory resolution for the customer while adhering to Verizon Wireless policies and guidelines
  • Collaborating with internal teams, such as technical support, billing, and sales departments, to resolve complex customer issues or escalate problems for further assistance
  • Striving to achieve high levels of customer satisfaction by actively listening to customers, demonstrating empathy, and taking ownership of their concerns

Education

Associate of Applied Science - Medical Secretary

Lamar State College
Port Arthur, TX
05.1988

Skills

  • Microsoft Office
  • Fast Learner
  • Call center experience
  • Effective Time Management
  • Medical Terminology
  • Medical Coding
  • Leadership Skills
  • 10-Key-Touch
  • Customer Service
  • HIPPA Compliance
  • Complaint handling
  • Customer focus

Certification

  • Certified Outpatient Coder (COC) – 2019
  • Certified Risk Coder (CRC) – 2020

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

English
Full Professional

Timeline

Medicare Service Operation/CSR

CVS HEALTH CORPORATION(Aetna)
09.2022 - Current

Warehouse Fulfillment Associate

Amazon Warehouse
07.2021 - 09.2022

Front Office Clerk

Lamar Consolidated ISD
10.2019 - 05.2022

Business Sales Operation/CSR

Verizon Wireless
03.1998 - 04.2019

Associate of Applied Science - Medical Secretary

Lamar State College

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Gay Chilo