Jennifer Serrano
Tampa
Summary
Adept at managing high-stress situations and enhancing customer loyalty, I excelled in roles at One Touch Direct and other notable companies. My expertise spans HIPAA compliance and active listening, ensuring superior service and problem resolution. Achievements include significantly improving customer satisfaction and efficiently resolving complex billing issues, demonstrating both hard and soft skills.
Overview
15
15
years of professional experience
Work History
Customer Service Representative Sales and Chat
One Touch Direct
09.2019 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Medical Billing Specialist
PMRG
06.2021 - 10.2024
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Posted and adjusted payments from insurance companies.
- Communicated effectively and extensively with other departments to resolve claims issues.
- Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
- Located errors and promptly refiled rejected claims.
- Identified and resolved patient billing and payment issues.
Bank Teller
Royal Bank of Canada, RBC
05.2017 - 08.2020
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
Switchboard Operator
Lazydays RV of Tampa
01.2010 - 11.2014
- Connected callers with appropriate professional, department, or business.
- Streamlined administrative tasks such as message-taking and appointment scheduling for increased productivity across multiple departments.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
- Enhanced customer satisfaction by promptly addressing inquiries and directing them to the appropriate department.
Education
GED -
Leto High School
Tampa, FLSkills
- Customer service
- HIPAA compliance
- Attention to detail
- Operating switchboards
- Active listening
- Payment posting
- Remote
- Telephone operations
- Data entry
- Insurance verification
- Customer relations
- Patient billing
- Problem resolution
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Medical Billing Specialist
PMRG
06.2021 - 10.2024
Customer Service Representative Sales and Chat
One Touch Direct
09.2019 - Current
Bank Teller
Royal Bank of Canada, RBC
05.2017 - 08.2020
Switchboard Operator
Lazydays RV of Tampa
01.2010 - 11.2014
GED -
Leto High School
Similar Profiles
Sean PendletonSean Pendleton
Call Center Agent, Inbound Sales at ONE TOUCH DIRECTCall Center Agent, Inbound Sales at ONE TOUCH DIRECT
Victor MartinezVictor Martinez
Call Center Sales Representative at One Touch DirectCall Center Sales Representative at One Touch Direct
Brittany WinchellBrittany Winchell
Sales Agent Representative at One Touch DirectSales Agent Representative at One Touch Direct