Ivan Hernandez
Columbus,NE
Summary
Competent Customer Service Specialist bringing more than 10 years of experience ensuring customer satisfaction and unmatched support. Recognized for effective leadership with consistent achievement of objectives. Extensive experience in product inspections, audits, lab testing and customer specification safeguarding. An excellent team player with first-rate verbal and written communication skills.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Collections Representative
ContactPoint 360
08.2023 - 03.2024
- Collect on past due accounts for customers who owed moneys from their utility bill
- Make Outbound calls to customers and receive inbound calls as well
- Offer payment solutions based on facts
- Setup payment arrangements and negotiate to come to a conclusion for payment
- Setup payment plans as needed and if they qualified depending on balance
- Provide alternative solutions and guide customers to local assistance in their area.
Banking Customer Service Representative
Teleperformance
07.2019 - 08.2023
- Serving the members of the military and their families in a contact center environment
- Use effective communication, probing questions and critical thinking skills to identify member needs and offering banking products
- Manage multiple tasks and navigating between systems and resources, develop banking product knowledge to attract new members and expand relationships with current members through product acquisition
- Help customers with online accounts, logins, payments, debit cards, deposits, and mobile app.
CSR & Technical Support
Spectrum
10.2018 - 06.2019
- Provide customer service to existing and new customers
- Help with billing and account charges, taking payments over phone, data entry, Provide Technical Support with Internet and home phone service
- Bilingual customer service english and spanish calls
- Transfer calls to right department or escalate if needed
- Work with multiple screens and computer systems
- Help train other new co workers and provide floor support when needed.
Insurance Claims Adjuster FNOL
Infinity Auto Insurance
09.2016 - 07.2018
- Assist customers with Auto Insurance claims
- Begin the auto claims process and input all information manually into system, Assign claims to handling adjuster or outbound team
- Translate for non english speaking customers over phone when needed, Bilingual Inbound and Outbound calls, Data entry, Work with multiple screens and computer systems
- Help train new employees and provide floor support when needed.
Registration Rep
Mission Regional Medical center
07.2015 - 09.2016
- Welcome visitors by greeting visitors, in person or on the telephone; answering inquiries; relaying calls to patients; giving directions; referring inquiries to nursing and physician staff
- Provide information by answering questions and requests
- Registration, register new patients into computer system, date and time arriving and leaving
- Insurance Verification, Money handling, Establish patient record by preparing folder; patient chart, assigning patient number; completing patient identification information
- Arrange discharges by notifying business office and patient transporter service
- Maintain patient confidence and protects hospital operations by keeping information confidential
- Maintain safe and clean working environment by complying with procedures, rules, and regulations.
Medicare Enrollment Specialist
Coventry Healthcare
05.2014 - 06.2015
- Call center, Customer Service and Eligibility support for clients
- Enrolling and taking applications over the phone
- Medicare plans, part B, C, D
- Provide general information and services to clients
- Confidential information verification
- Data entry, 10 key, 55 wpm
- Heavy call volume, taking messages and transferring calls
- Heavy attention to detail using multiple programs, tabs, screens.
Quality Control Lab Technician
Chasesource
04.2012 - 05.2014
- Receive and prepare samples for microbiological, chemical, or process analysis, adhering to standardized procedures
- Perform laboratory analysis using established test methods to ensure compliance with standards and regulations
- Review test results against specification, maintain accurate and legible documentation
- Practice Good Laboratory Practices (GLP's) and ensure equipment checks and safety
- Maintain a clean and orderly work area, including storage areas
- Support Quality and Company initiatives and actively participate in cross-functional teams
- Perform bacterial identifications, sterilize microbiological wasted and biohazards, and prepare media for testing (for microbiology lab)
- Conduct process/chemical analysis, work safely with chemicals, and prepare solutions for production (for chemistry/process lab)
- Attend and actively participate in safety meetings/trainings, always ensuring regulatory compliance.
Logistics Clerk & Dispatch
Temps Plus
01.2011 - 03.2012
- Answer telephone & transfer calls using multiple lines
- Data Entry, Dispatcher, Track shipments and communicate with clients and drivers about the package's progress and destination
- Dispatch drivers, use Radios and email, Insure deliveries are made in time, concerns and customer complaints and issues with orders, Import and Export, Organize audits, prioritizing, processing and verifying information pertaining to goods manifested for shipping to and/or from client factories/sites in Mexico
- Interacting with Clients, suppliers, affiliate companies, Mexican and US customs brokers, Payroll, Accounts Receivable and Accounts Payable, Quickbooks, Filing/Organizing/Verifying Invoicing & Bill of Lading
- Office equipment, Fax/copier, 10key, Microsoft Windows, Excel, Word, Outlook.
Collections Representative
Penncro
03.2009 - 12.2010
- Work as a third party for a well known bank
- Collect payment on past due bank accounts, taking payments over the phone
- Gather personal and confidential customer information
- Work independently and as a team in a call center environment
- Work with multiple screens and system programs, multitasking.
Education
Certification - Medical Billing And Coding
Kaplan College
McAllen, TX06.2011
HS Diploma -
Columbus High School
Columbus, NE05.2006
Skills
- Microsoft Office
- Medicare
- Customer service
- Communication skills
- Bilingual
- Computer literacy
- Typing
- Dispatching
- Microsoft Excel
- Administrative experience
- Cash handling
- ICD-9
- Medical billing
- Medical coding
- Microsoft Word
- Spanish
- Multilingual
- Logistics
- Medical records
- Technical support
- QuickBooks
- Windows
- Hospital experience
- Microsoft Outlook
- English
- Filing
- Medical terminology
- 10 key calculator
- Data entry
- Organizational skills
- Insurance verification
- CPT coding
- Cold calling
- Banking
- Computer operation
- Retail sales
- Leadership
- Cashiering
- Bank Collector
- Insurance adjuster
- Medical Office Experience
- HIPAA
- Medical Scheduling
- Experience Administering Injections
- Clerical Experience
- Phone Etiquette
- Office Management
- Laboratory Experience
- Telecommunication
- ICD-10
- Microsoft Powerpoint
- Sales
- Team Player
- Goal-Oriented
- Data Entry
- Quality Assurance
- Lab Technician
Certification
- Medical Billing and Coding, 06/01/11
- Driver's License
Languages
Spanish
Native or Bilingual
Timeline
Collections Representative
ContactPoint 360
08.2023 - 03.2024
Banking Customer Service Representative
Teleperformance
07.2019 - 08.2023
CSR & Technical Support
Spectrum
10.2018 - 06.2019
Insurance Claims Adjuster FNOL
Infinity Auto Insurance
09.2016 - 07.2018
Registration Rep
Mission Regional Medical center
07.2015 - 09.2016
Medicare Enrollment Specialist
Coventry Healthcare
05.2014 - 06.2015
Quality Control Lab Technician
Chasesource
04.2012 - 05.2014
Logistics Clerk & Dispatch
Temps Plus
01.2011 - 03.2012
Collections Representative
Penncro
03.2009 - 12.2010
Certification - Medical Billing And Coding
Kaplan College
HS Diploma -
Columbus High School
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