Guisella Ochoa-Cotom
El Paso,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the call center industry. Solid team player with an outgoing, positive demeanor, and proven skills in establishing rapport with clients. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
11
11
years of professional experience
Work History
Amazon Delivery
Amazon
El Paso, Texas
10.2023 - Current
- Prioritized and organized tasks to efficiently accomplish service goals.
- Delivered packages promptly and accurately to designated locations.
- Managed delivery schedules to optimize time and efficiency.
- Followed traffic laws and safety guidelines during all driving activities.
- Verified deliveries against shipping instructions prior to delivering to customers.
Prior Authorization Specialist
CVS Health
12.2020 - 05.2023
- Data entry.
- Process requests for Prior Authorizations.
- Verify eligibility within the database system to members.
- Analyze faxed requests and documentation to determine coverage and approval.
- Code each diagnosis of service and procedures according to standards.
- Strong attention to detail.
- ICD 10 Coding.
- Read pharmacy/medical terminology.
Retention Specialist
Empire Today
04.2019 - 03.2020
- Communicate with customers to increase loyalty and retain their business.
- Gather information related to customer complaints to resolve their issue.
- Offer customers lower prices or incentives.
- Negotiate with customers.
- Provided details information of product.
- Follow up with customers based on their purchase.
- Submit notations based on what we discussed on the phone.
- Find resolutions to ensure customer can have product in their home.
W@H Bilingual Collection Representative
Alliance Data
10.2017 - 02.2019
- Answered customer telephone calls promptly and in an appropriate manner.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Preserved a perfect attendance record for 14 months.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
- Negotiated to collect balance in full.
- Counseled debtors on their payment options and arranged installment agreements.
- Used probing techniques to determine debtors’ reasons for delinquency.
- Used skip tracing resources to locate debtors and updated information in the system.
- Achieved monthly goals of $30,000.
Pharmacy Help Desk
Argus Health Systems
10.2016 - 10.2017
- Followed HIPAA.
- Effectively managed a high volume of inbound and outbound calls.
- Gathered and verified all required customer information.
- Data entry.
- Process daily insurance claims.
- Submitted claims for member reimbursement and medications.
- Assisted pharmacy Technicians in preparing medications and filling orders.
- Reviewed and verified customer information and insurance provider information.
Team Leader Customer Service
Subscription Ink
08.2014 - 10.2016
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Continuously monitored call center performance and ensured policies/procedures were met.
- Handled supervisor calls.
- Training individual.
Cashier
Half of Half Name Brand Clothing Store
03.2014 - 02.2015
- Examined merchandise for signs of tampering or damage prior to processing returns and exchanges.
- Stocked and maintained inventory levels according to store policies.
- Added prices to clothes in warehouse.
- Engaged with customers in a sincere and friendly manner.
- Prioritized helping customers over completing other routine tasks in the store.
- Answered product questions with up-to-date knowledge of sales and store promotions.
Education
High School Diploma -
Wyandotte High
Kansas City, KS05.2014
Skills
- Microsoft Word
- PowerPoint
- Exceptional communication skills
- Data entry
- Excellent attention to detail
- Excellent work ethic
- Rapid learning ability
- Customer retention
- Good listening skills
- Multi-tasking
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Amazon Delivery
Amazon
10.2023 - Current
Prior Authorization Specialist
CVS Health
12.2020 - 05.2023
Retention Specialist
Empire Today
04.2019 - 03.2020
W@H Bilingual Collection Representative
Alliance Data
10.2017 - 02.2019
Pharmacy Help Desk
Argus Health Systems
10.2016 - 10.2017
Team Leader Customer Service
Subscription Ink
08.2014 - 10.2016
Cashier
Half of Half Name Brand Clothing Store
03.2014 - 02.2015
High School Diploma -
Wyandotte High
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