Heidy Fonseca
Las Vegas,NV
Summary
Compassionate Member Care Representative known for high productivity and efficient task completion. Possess specialized skills in customer service, conflict resolution, and data entry. Excel in communication, empathy, and problem-solving to enhance member satisfaction and loyalty.
Overview
1
1
year of post-secondary education
10
10
years of professional experience
Work History
Remote Member Care Representative
CLEAR
Las Vegas, Nevada
09.2025 - 06.2026
- Assisted CLEAR members with account access, billing questions, and membership changes.
- Resolved travel lane issues through phone, chat, and email support.
- Explained CLEAR app features, renewals, and account status to members.
Customer Service Representative I (Remote)
Positive Psyche
Las Vegas, NV
02.2024 - 12.2024
- Managed borrower default accounts for financial services servicing team.
- Worked with borrowers to set up loan rehabilitation plans.
- Developed repayment plans that met clients' budget requirements.
- Provided guidance and support to customers throughout the default resolution process.
Customer Service Representative (Remote)
IntouchCX
Las Vegas, NV
10.2022 - 04.2023
- Processed returns, exchanges, and refunds following store policies.
- Processed online orders for pick-up or delivery.
- Updated system with order specifics and customer details, preferences, and billing information.
Customer Service Representative (Remote)
FCR (Peloton)
Helena, Montana
10.2020 - 02.2022
- Resolved account, billing, and service issues using CRM systems.
- Facilitated order processing and refunds for customer inquiries
- Coordinated equipment requests, repairs, and service schedules with internal teams.
- Processed new memberships, renewals, and account changes in CRM systems.
Provider Advocate
Well Health Quality Care
Las Vegas
10.2016 - 03.2017
- Compiled and maintained records of provider contracts, claims processing issues, authorizations, and other related matters.
- Communicated with claimants, agents, and vendors to gather missing claim information.
- Analyzed claim records, policy provisions, and other relevant documents to determine validity of claims.
Medical Assistant
UNLV School of Medicine
Las Vegas, NV
05.2016 - 10.2016
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
- Organized charts, documents and supplies to maintain team productivity.
Education
Certificated Medical Assistant - Medical Assistant Training
Kaplan College
Las Vegas, NV 10.2013 - 06.2014
Durango High School
Las Vegas, NVSkills
- Customer onboarding
- Membership management
- Account resolution
- High-volume call handling
- Customer support metrics
- CRM management
- Salesforce
- Electronic health records
- Patient communication
- Record keeping
- Stress tolerance
- Process transactions
- Office equipment proficiency
- Effective communication
- Quality control
- Microsoft office
- Customer relationship management (CRM)
- Phone etiquette
- Self motivation
- Multi-line phone talent
- Excellent communication
- Teams
- Zoom
- Customer service training
- Healthcare jargon
- Multi-line phone management
- Patient intake
- Vital signs
- EMR documentation
- Clinical support
- Patient scheduling
- HIPAA compliance
- Customer service
- CRM software
- Call center experience
- Complaint handling
- Document processing
- Tracking complaints
- Client education
- Dispute resolution
- Product recommendations
- Data security techniques
- Database maintenance
- Customer support
- Member correspondence
- Escalation handling
- Service recommendations
- Database management
- Relationship building
- Account management
- Membership renewals
- Healthcare
- Banking operations support
- Member account management
- Multichannel communication
- Transaction processing
- Payment processing
- Workflow optimization
- Banking
- Account reconciliation
- Issue resolution
- Financial transactions
- Problem-solving
- Following scripts
- Positive Language Use
- Conflict resolution
- Software navigation
- Customer needs assessments
- Inbound call management
- Calm under pressure
- Emotional intelligence
- Client assessment
- Reliability
- POS systems and ordering platforms
- Time management abilities
- Inbound call answering
- Organizational skills
- Report creation
- Administrative and office support
- Calm and professional under pressure
- Attention to detail
- Quality assurance controls
- Written communication
- Problem-solving skills
- Teamwork skills
- Call center operations
- Quality assurance
- Credit card payment processing
Timeline
Remote Member Care Representative
CLEAR
09.2025 - 06.2026
Customer Service Representative I (Remote)
Positive Psyche
02.2024 - 12.2024
Customer Service Representative (Remote)
IntouchCX
10.2022 - 04.2023
Customer Service Representative (Remote)
FCR (Peloton)
10.2020 - 02.2022
Provider Advocate
Well Health Quality Care
10.2016 - 03.2017
Medical Assistant
UNLV School of Medicine
05.2016 - 10.2016
Certificated Medical Assistant - Medical Assistant Training
Kaplan College
10.2013 - 06.2014
Durango High School