Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gladys Troche

Burlington

Summary

Seasoned professional with 6 years of customer service experience, including leadership as a Customer Service Representative Team Lead. Skilled in patient support, claims examination, and executive assistance, demonstrating exceptional communication and problem-solving abilities. Actively seeking a Customer Service Rep role to leverage expertise in client relations, support, and team training.

Experienced with billing processes and financial record-keeping. Utilizes effective communication and organizational skills to maintain accurate and timely invoicing. Knowledge of billing software and financial regulations ensures compliance and operational efficiency.

Overview

10
10
years of professional experience

Work History

Billing Clerk

Stonebriar Chevrolet
09.2024 - Current
  • Verified accuracy of billing data and corrected discrepancies.
  • Assisted with month-end closing procedures, contributing to an organized and punctual financial reporting process.
  • Interacted with customers to resolve billing disputes and respond to inquiries.
  • Maintained confidentiality of sensitive customer information by adhering to strict privacy guidelines, upholding the company''s reputation for professionalism in handling personal data.
  • Demonstrated excellent time management skills by prioritizing tasks and meeting deadlines in a fast-paced, high-volume work environment.
  • Generated daily, weekly and monthly reports for billing department.
  • Adapted quickly to changes in company policies or procedures, maintaining consistent performance levels during periods of transition.
  • Entered and maintained billing information in company internal databases for accessibility.
  • Streamlined billing processes for increased efficiency and reduced errors through meticulous organization.
  • Enhanced departmental understanding of regulatory compliance issues related to billing practices.
  • Facilitated smooth audit processes by organizing and maintaining comprehensive billing records.
  • Optimized billing department's digital filing system, improving document retrieval times.
  • Maintained high levels of accuracy in data entry, minimizing discrepancies in billing and customer accounts.
  • Used data entry skills to accurately document and input customer sales details for their deals.
  • Created improved filing system to maintain secure client data.

Executive Assistant

The Web Carpenter
05.2023 - Current
  • Coordinate intricate travel arrangements and accommodations, ensuring efficient itinerary planning for executive team members
  • Facilitate logistics for meetings and conferences, including scheduling and managing calendars to optimize time management
  • Handle a high volume of email correspondence, maintaining prompt and professional communication with clients while accurately compiling and submitting expense reports

Customer Relations Assistant

Stonebriar Chevrolet
07.2024 - 09.2024
  • Utilized problem-solving skills to effectively handle challenging situations with customers, resulting in positive outcomes and lasting relationships.
  • Collaborated with team members to identify areas of improvement in customer service, resulting in higher satisfaction ratings.
  • Conducted research, identified solutions, and responded to customers within outlined service level agreements.
  • Enhanced customer satisfaction by promptly addressing and resolving complaints and concerns.
  • Managed high call volume, prioritizing urgent matters while maintaining excellent service standards for all customers.
  • Trained new employees on company policies and best practices in customer relations, ensuring a consistent level of service across the team.
  • Analyzed and recommended process improvements to reduce complaints and improve customer service throughout organization.
  • Streamlined communication processes for improved customer experience and increased loyalty.
  • Conducted regular surveys to gather valuable feedback from customers for continuous improvement initiatives within the organization.
  • Maintained detailed records of customer interactions, allowing for better tracking of issues and trends over time.

Patient Support Specialist

CCS Medical
11.2023 - 04.2024
  • Company Overview: Dallas
  • Managed patient communications through inbound and outbound calls, facilitating reorder processes and addressing customer inquiries regarding diabetic equipment
  • Processed payments, including copayments, deductibles, and coinsurance, while maintaining strict adherence to HIPAA guidelines to ensure patient confidentiality
  • Completed and submitted referral forms to initiate patient services, and provided education on Continuous Glucose Monitoring (CGM) and Insulin Pump supplies
  • Dallas

Tier 1 Customer Support

ResultsCX
05.2022 - 03.2023
  • Company Overview: St.Joseph
  • Effectively managed customer inquiries, including billing disputes and account updates, ensuring resolution and customer satisfaction
  • Provided technical support and processed refund requests, maintaining high service standards and operational efficiency
  • St.Joseph

Disability Claims Examiner

Sedgwick
10.2021 - 02.2022
  • Company Overview: Dubuque
  • Analyzed member eligibility and established records for transitioning Short-Term Disability (STD) to Long-Term Disability (LTD) claims, ensuring accurate and efficient file setup
  • Facilitated departmental operations by providing essential clerical support, including document management, medical record procurement, and member data updates
  • Managed and maintained reserves for designated low liability claims, conducted diligent follow-ups for medical documentation, and updated system records to reflect current information
  • Dubuque

Customer Service Representative Team Lead

Faneuil
07.2021 - 09.2021
  • Company Overview: Orlando
  • Monitored daily agent attendance and case progress, ensuring quotas were met and conducting individual performance reviews to address any discrepancies
  • Assessed and processed unemployment eligibility cases, maintaining accurate case count and attendance reports for management
  • Facilitated onboarding and skill development of new team members through comprehensive training and support
  • Orlando

Patient Service Representative

True Health
02.2020 - 07.2021
  • Company Overview: Orlando
  • Managed patient intake process by accurately recording personal and insurance details, ensuring up-to-date information at each visit
  • Coordinated appointment scheduling and conducted follow-up calls to optimize clinic workflow and enhance patient attendance rates
  • Handled financial transactions, including processing of cash and credit card payments, and executed collection efforts for outstanding patient balances
  • Orlando

Cashier

Pollo Tropical
10.2016 - 07.2017
  • Company Overview: Frisco
  • Provided exceptional customer service by guiding menu selections and efficiently processing various forms of payment, ensuring accuracy in transactions and customer satisfaction
  • Managed cash handling responsibilities with integrity, including issuing receipts and processing refunds, maintaining the accuracy and security of financial transactions
  • Frisco

Supervisor Hostess Trainer

Hula Hut
06.2015 - 10.2016
  • Company Overview: Little Elm
  • Delivered customer service training to new staff, ensuring adherence to company standards and effective guest relations
  • Managed front-of-house operations, including guest reception and telephone inquiries, maintaining an organized waitlist and seating system
  • Little Elm

Education

High School Diploma -

Mckinney North High School
Mckinney, TX
05.2018

Skills

  • Customer Service
  • Team Leadership
  • Business Information Management
  • Medical Terminology
  • Medical Coding
  • Executive Support
  • CRM Software
  • Data entry
  • Customer service
  • Data inputting
  • Spreadsheet management
  • Account management
  • Auditing
  • Bookkeeping

Timeline

Billing Clerk

Stonebriar Chevrolet
09.2024 - Current

Customer Relations Assistant

Stonebriar Chevrolet
07.2024 - 09.2024

Patient Support Specialist

CCS Medical
11.2023 - 04.2024

Executive Assistant

The Web Carpenter
05.2023 - Current

Tier 1 Customer Support

ResultsCX
05.2022 - 03.2023

Disability Claims Examiner

Sedgwick
10.2021 - 02.2022

Customer Service Representative Team Lead

Faneuil
07.2021 - 09.2021

Patient Service Representative

True Health
02.2020 - 07.2021

Cashier

Pollo Tropical
10.2016 - 07.2017

Supervisor Hostess Trainer

Hula Hut
06.2015 - 10.2016

High School Diploma -

Mckinney North High School

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Gladys Troche