Juana A. Duenas Perez
Lake Jackson,TX
Summary
Proven Chargeback Specialist at The Healthy Back Institute, adept in dispute resolution. Excelled in reducing fraudulent transactions, enhancing team training, and improving customer satisfaction through active listening and critical thinking. Fluent in Spanish, proficient in Microsoft Office and Google Docs, contributing to a significant increase in loyalty and repeat business. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Started as a customer loyalty representative and moved to the chargeback specialist position resolving alerts daily. I am also a Dental office receptionist that was cross trained in a pediatric dentist office . I have my Nitrous Oxide certification and enjoy doing treatment plans. I understand EOB's and have verified insurance eligibility for the customer's. I am willing to learn.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Chargeback Specialist
The Healthy Back Institute
02.2018 - 06.2024
- Maintained comprehensive records of all cases handled, allowing for easy reference when needed for future disputes or reporting purposes.
- Assisted in the development of training materials for new team members, ensuring proper understanding of processes and procedures.
- Reduced instances of fraudulent transactions with thorough investigation and analysis of chargebacks.
- Managed a high volume of incoming chargebacks while maintaining accuracy and attention to detail.
- Communicated with executives about possible fraud trends.
- Provided timely and accurate responses to inquiries regarding chargeback disputes.
- Perform routine chargeback representments, preparing documentation and evidence for disputes.
- Worked on Rapid Dispute Resolutions, (RDR) Ethoca alerts and Verifi alerts for the company daily.
- Attended weekly Zoom meetings
- Participated in all team activities via Slack.
- Met set deadlines on cases that were assigned.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
Front Check Out Receptionist
Serengeti Smiles
03.2009 - 06.2016
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Nitrous Oxide Certified.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Upheld strict privacy protocols when handling sensitive patient information as per HIPAA regulations.
- Collaborated closely with dentists to develop customized treatment plans tailored specifically to each individual''s needs.
- Enhanced patient satisfaction by effectively managing treatment plans and addressing concerns.
- Increased case acceptance rates by presenting comprehensive treatment options and financial arrangements to patients.
- Collaborated with insurance providers to ensure prompt claim processing for patients, resulting in improved cash flow for the practice.
- Streamlined dental office operations through efficient scheduling and coordinating appointments.
- Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
- Understood dental terminology and insurance breakdowns to communicate with external stakeholders.
- Communicated with insurance companies to dispute unpaid claims and verify patient coverages.
- Managed patient billing processes for timely, accurate payments.
- Handled patient complaints quickly and professionally to restore patient confidence and prevent loss of clientele.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Helped patients complete necessary medical forms and documentation.
- Scheduled, rescheduled, and cancelled appointments for dental patients.
- Completed new patient registrations in software to create accurate and comprehensive records.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Secured sign-in sheets, dental charts, and encounter forms to safeguard sensitive data and information.
- Processed medical insurance claims and payments.
- Worked with Dentrix.
Customer Service Supervisor
Fry's Electronics
06.2004 - 10.2008
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Trained team members training to be cashiers.
- Was in charge of providing the associates with change for their drawers and maintained the correct money in the safe at all times.
- Trained New Hired Employees.
Education
GED -
Escondido High School
Escondido, CA2004
Skills
- Microsoft Office
- Google Docs
- Word Docs
- Payment Processing
- Dispute Resolution
- Document coordination
- Data Entry
- Customer Service
- Customer inquiries
- Spreadsheet Management
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Computer Proficiency
- Complaint Handling
- Microsoft Excel
- Spanish Fluency
Languages
Spanish
Native or Bilingual
Certification
Nitrous Oxide Certified
Additional Information
I am a positive person and am always giving it my all. I am a fast learner so if their is something that I am not familiar with it does not take me long to learn it. I am always on time and enjoy a challenge.
Timeline
Chargeback Specialist
The Healthy Back Institute
02.2018 - 06.2024
Front Check Out Receptionist
Serengeti Smiles
03.2009 - 06.2016
Customer Service Supervisor
Fry's Electronics
06.2004 - 10.2008
GED -
Escondido High School
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