Jessica Menchaca
Pharr,TX
Summary
Detail-oriented customer service representative with strong problem resolution and bilingual communication skills. Committed to maintaining high customer satisfaction and ensuring compliance with HIPAA regulations.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Sentry Insurance
Phoenix, Arizona
02.2019 - 03.2024
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer inquiries efficiently through utilization of company-specific software systems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Handled difficult situations with professionalism and empathy to maintain satisfaction.
- Educated clients on insurance products and services to enhance comprehension.
- Collaborated with team members to optimize workflows and elevate service delivery.
- Documented customer interactions accurately within the customer relationship management system.
- Maintained up-to-date knowledge of insurance regulations and company offerings effectively.
- Assisted in training new representatives on policies and procedures for success.
- Developed strong customer relationships to encourage repeat business.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Conducted regular follow-up calls with customers after resolving their issues.
- Followed HIPPA guidelines
Customer Service Representative
Infinity Insurance
McAllen, Texas
04.2015 - 02.2019
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Collected deposits and arranged billing to ensure timely payment processing.
- Utilized job-related software to prepare change of address records and process service discontinuance orders efficiently.
Customer Care Representative
Maximus Federal Services
Edinburg, Texas
10.2012 - 10.2014
- Facilitated client application submissions for state benefits, ensuring adherence to guidelines.
- Maintained accurate client case files through regular updates, enhancing data integrity.
- Protected client information by implementing HIPAA compliance measures.
Education
Some College (No Degree) - Health Information Technology
South Texas College
McAllen, TX09-2026
Skills
- Customer relationship management
- CRM software
- Data integrity maintenance
- HIPAA compliance/coursework
- HIPAA regulations
- Effective communication
- Problem resolution
- Inbound and outbound calling
- Attention to detail
- Multi-tasking using two computer monitors
- Bilingual (English/Spanish)
- Microsoft systems
- Health information management/coursework
Timeline
Customer Service Representative
Sentry Insurance
02.2019 - 03.2024
Customer Service Representative
Infinity Insurance
04.2015 - 02.2019
Customer Care Representative
Maximus Federal Services
10.2012 - 10.2014
Some College (No Degree) - Health Information Technology
South Texas College