IRMARY SOTO MELENDEZ
Kissimmee,FL
Summary
Resourceful Bilingual Customer Service Representative known for high productivity and efficient task completion. Specialize in effective communication, problem-solving, and time management skills. Excel in empathy, adaptability, and conflict resolution, ensuring positive customer interactions and resolutions in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Bilingual Customer Service Representative
Regions Bank
07.2024 - Current
- Resolved customer complaints and issues promptly and professionally.
- Improved product knowledge on a continuous basis to provide optimal service.
- Increased customer satisfaction by effectively asking and answering questions, suggesting effective solutions, and resolving issues quickly.
- Educated customers on how to best utilize their products or services.
- Maintained up-to-date knowledge of company policies, procedures and product offerings.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services.
- Took ownership of each call by listening attentively to understand individual needs.
- Team Engagement Champ
Consumer Access Specialist
AdventHealth Celebration
Celebration, FL
08.2018 - Current
- Followed specific security rules and guidelines to protect sensitive data, including patient medical records and payment card information.
- Instructed clients on amounts covered under benefits plans in easy-to-understand terminology.
- Performed verification of Medicare coverage.
- Managed incoming telephone calls, including taking messages and directing callers to personnel.
- Helped patients complete paperwork and explained processes and procedures.
- Adhered to all HIPAA requirements to safeguard patient confidentiality.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Updated all patient and insurance data regularly and carefully inputted changes into company's computer system.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for International patients.
- Verified patient demographics and insurance information in electronic system.
- Performed pre-registration and registration process for patients in healthcare setting.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
Customer Service Representative
One Stop Travel Centers
Orlando, Florida
02.2014 - 09.2018
- Maintain a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.
- Make reasonable procedure exceptions to accommodate unusual customer requests.
- Collect customer feedback and make process changes to exceed customer satisfaction goals.
- Provide accurate and appropriate information in response to the customer.
- Maintain up-to-date records at all times.
- Run reports and supply data to fulfill customer report requirements.
- Build customer loyalty by placing follow-up calls for customers who reported product issues.
- Train staff on how to improve customer interactions.
- Facilitate information flow between customer service, account management operations, quality assurance, training, and payroll departments to guarantee that call center objectives are met.
Customer Service
Hess Express
Kissimmee, Florida
03.2012 - 04.2014
- Delivered prompt, accurate, and excellent customer service.
- Cash Handling.
- Janitorial Services.
- Food Preparation.
Third Key Holder
Icing by Claires
Orlando, Florida
01.2010 - 03.2012
- I began working for the company as a sales associate in January of 2010 and six months after being hired I was promoted to a Third Key Holder.
- My responsibilities included:.
- Customer Service.
- Opening and Closing the store.
- Cash handling.
- Cash Deposits.
- Scheduling.
- Floor plans.
Education
High School Diploma -
Colonial High School
Orlando, United States, Florida01.2012
Skills
- Customer service
- Bilingual communication
- Call center experience
- Time management
- High-energy attitude
- Process optimization
- Electronic authorization processing
- Multitasking
- Team collaboration
- Insurance Verification Processing
Timeline
Bilingual Customer Service Representative
Regions Bank
07.2024 - Current
Consumer Access Specialist
AdventHealth Celebration
08.2018 - Current
Customer Service Representative
One Stop Travel Centers
02.2014 - 09.2018
Customer Service
Hess Express
03.2012 - 04.2014
Third Key Holder
Icing by Claires
01.2010 - 03.2012
High School Diploma -
Colonial High School
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