Karen Mancilla
Crockett,TX
Summary
Dynamic customer service professional with extensive Medicare knowledge. Proven problem solver skilled in claims processing and account management. Consistently enhanced customer satisfaction by efficiently resolving inquiries and maintaining accurate records. A team oriented individual committed to delivering exceptional support while achieving call volume and quality metrics.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Kaiser Permanente
VXI Global Solutions LLC
Crockett, TX
10.2024 - 04.2025
- Responded promptly to customer inquiries about coverage options, claims status, and other related topics.
- Maintained accurate records of customer interactions and transactions.
- Answered incoming calls from Medicare beneficiaries, providing them with information regarding their benefits.
- Collected deposits or payments and arranged for billing.
- Provided beneficiaries with information about plan benefits and eligibility determinations.
Medicare Customer Service Representative
Everise
Crockett, TX
10.2023 - 04.2024
- Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Inframark
Houston, TX
04.2021 - 08.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Updated account information to maintain customer records.
Email Support Representative
Inframark
Houston, Texas
04.2021 - 08.2023
- Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
- Provided exceptional service under tight deadlines during peak periods, maintaining composure while managing a high workload efficiently.
- Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
- Created user accounts and assigned permissions.
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
Education
High School Diploma -
Crockett High School
Crockett, TXSkills
- Problem solver
- Account management
- Coaching and mentoring
- Claims processing
- Medicare knowledge
- Record management
- Billing support
- Call Documentation
- Team-Oriented and Cooperative
- Call Volume and Quality Metrics
- Computer Proficiency
- Answering Emails
- Microsoft PowerPoint
Certification
- Certified Nurse Assistant (CNA)
Additional Information
. Bilingual
.English
.Spanish
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Kaiser Permanente
VXI Global Solutions LLC
10.2024 - 04.2025
Medicare Customer Service Representative
Everise
10.2023 - 04.2024
Customer Service Representative
Inframark
04.2021 - 08.2023
Email Support Representative
Inframark
04.2021 - 08.2023
High School Diploma -
Crockett High School