Jona Morata
Aurora,CO
Summary
Customer Service Representative with extensive experience at ANTHEM Health Services, recognized for conflict resolution and patient satisfaction enhancement. Expertise in HIPAA compliance and active listening, leading to increased first-call resolution rates and customer loyalty through effective communication.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
ANTHEM Health Services
700 Broadway Denver CO 80073
11.2015 - 04.2025
- 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.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Education
Bachelor of Science - Medical Technology
Southwestern University
Cebu City Philippines03-1989
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Appointment scheduling
- Medical terminology
- Call center experience
Accomplishments
- Achieved 100% Quality Evaluations through effectively helping our Customer.
- Achieved 100% Quality Evaluations by completing member's inventory/cases with accuracy and efficiency.
Languages
English
Tagalog
Native or Bilingual
Cebuano
Native or Bilingual
Timeline
Customer Service Representative
ANTHEM Health Services
11.2015 - 04.2025
Bachelor of Science - Medical Technology
Southwestern University