Irma Gonzalez
Los Banos,CA
Summary
Personable and dedicated Customer Service Representative with extensive experience in The Dental industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
8
8
years of professional experience
Work History
Customer Service Representative II
Delta Dental of California
Rancho Cordova, CA
09.2021 - Current
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Responded to member questions regarding plan benefits and provisions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Patient Coordinator
Serenity Dental Care
Morgan Hill, CA
06.2020 - 09.2021
- Pulled patient files and verified insurance before patient's appointment.
- Coordinated care for patients, oversaw admission processes and managed patient flows.
- Collected patient data and documented records of health condition, hospitalizations and lifestyle patterns.
- Verified, updated and entered patient information into system.
- Answered and managed incoming calls and emails.
- Scheduled cleanings and dental appointments for patients using appointment software.
- Took customer payments and billed insurance companies for remaining balance.
- Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
Dental Office Manager
Northern California Dental
San Jose, CA
02.2017 - 04.2020
- Scheduled patient appointments and effectively handled cancellations and last-minute adjustments.
- Managed operations for 6-person dental practice, facilitating excellent patient support services, direction and guidance.
- Responded to patient queries and concerns to resolve issues in accordance with company policies and procedures, healthcare regulations and dental board standards.
- Coordinated execution and improvement of daily dental office practices.
- Organized supply purchases, equipment upgrades and operating expenses.
- Implemented staff scheduling procedures to provide full coverage, supporting organizational needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
Education
High School Diploma -
Menlo Atherton High School
Menlo ParkSkills
- Adaptive team player
- Call Center Operations
- Professional telephone voice
- Fluent in Spanish
- Inbound phone call management
- Call control skills
- Data entry
Languages
Spanish
Professional
Timeline
Customer Service Representative II
Delta Dental of California
09.2021 - Current
Patient Coordinator
Serenity Dental Care
06.2020 - 09.2021
Dental Office Manager
Northern California Dental
02.2017 - 04.2020
High School Diploma -
Menlo Atherton High School
Similar Profiles
BALAKRISHNA SUDDABATHULABALAKRISHNA SUDDABATHULA
Expert Software Engineer at Delta Dental of CaliforniaExpert Software Engineer at Delta Dental of California
Zelena HatcherZelena Hatcher
Customer Advocate II - Federal Services at Delta Dental of CaliforniaCustomer Advocate II - Federal Services at Delta Dental of California
Tomecca BrownTomecca Brown
Customer Operations Supervisor at Delta Dental Of CaliforniaCustomer Operations Supervisor at Delta Dental Of California