Ida L Poblano
Lewisville,TX
Summary
Personable and friendly Customer Service Representative with over 20 years of experience at prioritizing and completing simultaneous tasks while achieving demanding service goals. Customer-oriented team player with expertise in customer relationship management, conflict resolution and up-selling. Dependable and courteous self-starter seeking to leverage background into customer service role with progressive organization.
Overview
8
8
years of professional experience
Work History
Contact Center Representative
Responsive Education Solutions
Lewisville, TX
06.2022 - Current
- Answer incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Ask probing questions to determine service needs and accurately input information into electronic systems.
- Manage customer expectations by clarifying needs, identifying options and recommending schools and programs.
- Meet or exceed call speed, accuracy and volume benchmarks on consistent basis.
- Update student/parent accounts, addresses and contact information within enrollment management databases.
- Navigate through computer systems to review information and respond appropriately to callers.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Bilingual Customer Service Representative
RadNet
Plano, TX
03.2021 - 11.2021
- Answered incoming patient phone calls and billing inquiries regarding billed services
- Responded to patient general inquiries, information updates and billing questions while resolving problems and concerns with accuracy and professionalism
- Process patient payments
- Explain insurance company's EOB
- Update/enter patient demographics and insurance information as needed
- Reviewed patient accounts to determine why there is an outstanding balance and effectively explain the details
Customer Service Representative
Etech Global Services
Dallas, TX
02.2020 - 07.2020
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Worked with managers to develop service improvement initiatives.
- Educated customers on special pricing opportunities and company offerings.
- Delivered high level of service and support to each customer, paving way for future business opportunities.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Set up and activated customer accounts.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Customer Service Specialist
Dicks Sporting Goods
Prosper, TX
08.2017 - 03.2018
- Supervised monetary transactions and changes while coordinating logistics to verify service dates.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Reviewed customer interactions and activity reports to identify and address concerns in a proactive manner.
- Up-sold products and motivated customers to upgrade current product plans.
- Made customers top priority and employed active listening skills to understand needs and deliver first-rate service.
- Completed smooth and efficient opening and closing requirements.
Government Enroller Specialist
Conifer Health Solutions LLC
Frisco, TX
12.2016 - 02.2018
- Used computers for various applications, such as database management or work processing
- Create, maintain, and enter inform into database.
- Operated office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.
- Complete forms in accordance with company procedures.
- Protect the security of medical records to ensure that confidentiality is mantained
- Conduct searches to find needed information, using such sources as the internet
- Process and prepare business or government forms
- Enroll hospitals (15) with out of state Medicaid insurance across the country.
- Verify patient Medicaid insurance eligibility.
Education
Certificate of Completion - Medical Billing and Coding
Remington College
Garland, TX2010
Skills
- Dependable and reliable
- Inbound and outbound calling
- Cash handling accuracy
- Time management
- Fluent in English/Spanish
- Organized
- Detail-oriented
- Office equipment proficiency
- Credit card payment processing
Timeline
Contact Center Representative
Responsive Education Solutions
06.2022 - Current
Bilingual Customer Service Representative
RadNet
03.2021 - 11.2021
Customer Service Representative
Etech Global Services
02.2020 - 07.2020
Customer Service Specialist
Dicks Sporting Goods
08.2017 - 03.2018
Government Enroller Specialist
Conifer Health Solutions LLC
12.2016 - 02.2018
Certificate of Completion - Medical Billing and Coding
Remington College