Josephine Valles
Sacramento,CA
Summary
Dynamic customer service professional with extensive experience at Pacific Gas & Electric, adept at problem resolution and active listening. Proven track record in enhancing customer satisfaction and loyalty through effective communication and CRM software utilization. Skilled in data entry and maintaining information security, consistently improving service quality and efficiency.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Pacific Gas & Electric
12.2023 - 05.2025
- Assisted customers with inquiries and resolved issues in a timely manner.
- Learned company policies and procedures to provide accurate information to clients.
- Utilized customer service software to document interactions and track resolutions.
- Collaborated with team members to enhance customer satisfaction and service quality.
- Adapted quickly to new tools and systems for efficient problem-solving.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in training programs to enhance product knowledge and customer service skills.
Customer Service Representative
Faneuil
12.2014 - 11.2016
- Review insurance policy to determine coverage.
- Use computers for various applications, such as database management or word processing.
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
- Create, maintain, and enter information into databases.
- Complete forms in accordance with company procedures.
- Provide services to customers, such as order placement or account information.
- Learn to operate new office technologies as they are developed and implemented.
- Protect the security of medical records to ensure that confidentiality is maintained
- Release information to persons or agencies according to regulations.
Provider Data Management
Kelly Services
07.2015 - 10.2016
- Evaluates and processes claims in accordance with company policies and procedures according to productivity and quality standards.
- Proofs claim or referral submission to determine, review, or apply appropriate guidelines.
- Interprets and processes routine and moderate complex claims.
- Reviews and analyzes data from system-generated reports for in- process claims in order to identify and resolve errors prior to final adjudication.
- Alerts claims management to claims aging issues as well as provider billing problems.
- CRM
- VAMC Consults
- EDI claims
- Reduced errors in provider data management by introducing automated verification tools.
- Located and corrected data entry errors and reported to management.
Education
Medical Billing And Coding
Western Career College
Sacramento Ca06.2003
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Appointment scheduling
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer relationship management (CRM)
- Staff training
- Clerical support
- Information security
- CRM software
Timeline
Customer Service Representative
Pacific Gas & Electric
12.2023 - 05.2025
Provider Data Management
Kelly Services
07.2015 - 10.2016
Customer Service Representative
Faneuil
12.2014 - 11.2016
Medical Billing And Coding
Western Career College
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