Ivone Hernandez
Fort Worth,TX
Summary
Dedicated Customer service professional with extensive experience in delivering exceptional client support and fostering customer loyalty. Recognized for strong communication and problem-solving skills, adept at managing multiple tasks in fast-paced environments. Proven track record of enhancing operational processes to improve the overall customer experience, driving satisfaction and contributing to organizational success. Seeking to leverage these skills in a position to further develop abilities while supporting company growth.
Overview
14
14
years of professional experience
Work History
Claims Specialist
Asurion
Houston, TX
05.2020 - 11.2023
- Delivered quality customer service to assigned, insured, and claimants throughout the entire claims lifecycle to promote service times.
- Investigated complex claims to determine coverage and liability.
- Collaborated with other departments within the organization to resolve complex issues related to a particular claim.
- Reviewed and processed insurance claims to ensure accurate and timely resolution.
- Established proof of loss by studying documentation and assembling additional information from outside sources.
- Reviewed and analyzed insurance claims to determine validity, completeness, accuracy, and eligibility for payment.
- Maintained updated knowledge through continuing education and advanced training.
Medical Pharmacist
Presciption Medical
Mesquite, TX
05.2016 - 03.2020
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Protected patients by observing strict HIPAA guidelines.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Participated in continuing education to stay current with new medical supplies, technology, and pharmacy practices.
- Reviewed prescriptions for accuracy and completeness prior to dispensing.
- Consulted with patients to explain medical supply use directions, as prescribed.
Customer Service Representative
Teleperformance USA
Grand Rapids, MI
03.2010 - 04.2016
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Identified opportunities for upselling additional products or services based on customer needs.
- Resolved customer complaints promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Answered customer inquiries via phone, email, and chat.
Education
GED -
ATI Career Training Center - Dallas
Dallas, TX04-2009
Skills
- Bilingual
- Time management
- Problem solving
- Data entry
- Professional demeanor
- Goal setting
- Excellent communication
Timeline
Claims Specialist
Asurion
05.2020 - 11.2023
Medical Pharmacist
Presciption Medical
05.2016 - 03.2020
Customer Service Representative
Teleperformance USA
03.2010 - 04.2016
GED -
ATI Career Training Center - Dallas
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