Gilbert De La Rosa
Lyford,TX
Summary
Proven track record in enhancing customer satisfaction and streamlining collections at Prime Healthcare Management, leveraging skills in account management and customer research. Demonstrated ability to exceed performance goals by applying effective collections processing and maintaining professional client interactions. Achieved significant improvements in process efficiency and customer retention through innovative problem-solving and high-quality service delivery.
Overview
4
4
years of professional experience
Work History
Collector
Prime Healthcare Management
02.2023 - Current
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Evaluated, researched and resolved discrepancies.
- Achieved performance goals on consistent basis.
- Identified and analyzed rejection patterns, partial denials and denials from third parties to improve existing processes.
- Researched accounts and completed due diligence to resolve collection problems.
- Processed payments and applied to customer balances.
Customer Service Representative
Advanced Call Center Technologies LLC
08.2022 - 02.2023
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Sought ways to improve processes and services provided.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Lube Technician
Gillman Honda
02.2021 - 08.2021
- Installed wiper blades and headlamps and confirmed items' functionality to promote safe vehicle operation.
- Worked alone or in team-based systems to complete up to [Number] oil changes each day.
- Kept shop areas neat, clean, and free of safety hazards.
- Inspected vehicles to determine need for changing oils and filters and provided feedback to customers.
- Assisted other lube technicians and mechanics in vehicle diagnostic and repair work to enable timely completion of service tickets.
- Performed tire rotations and recommended necessary tire replacements to promote tire functionality and vehicle safety.
- Mounted and balanced tires to promote even wear and decrease on-the-road safety hazards.
- Greeted customers and answered questions about oil changes and other services.
- Changed oil and filters in customer vehicles and safely disposed of used oil in approved receptacles.
Education
Certificate - Automotive Technology
Texas State Technical College - Harlingen
Harlingen, TX02.2021
High School Diploma -
Lyford High School
Lyford, TX05.2001
Skills
- Collections processing
- Credit adjustments
- Account reviews
- Payment Acceptance
- Call center experience
- Customer research
- Account Management
- Script usage
- History research
- Safety Procedures
- Waste removal
Guitar playing, video games
I primally play the acoustic guitar, while I didn't practice as much as I should have in the beginning I do find myself advancing much more recently. Video games I don't play too often, but I like them as a distraction if I'm getting a little to stressed.
Timeline
Collector
Prime Healthcare Management
02.2023 - Current
Customer Service Representative
Advanced Call Center Technologies LLC
08.2022 - 02.2023
Lube Technician
Gillman Honda
02.2021 - 08.2021
Certificate - Automotive Technology
Texas State Technical College - Harlingen
High School Diploma -
Lyford High School
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