Keila Lopez
Southgate,MI
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty while providing customer service support to external agents.
Overview
9
9
years of professional experience
Work History
Bilingual Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
10.2023 - Current
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Boosted customer retention by promptly handling complaints and providing appropriate solutions.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Maintained accurate records of customer interactions, ensuring proper documentation within company's database.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Verified insurance eligibility and coverage for patients.
- Investigated insurance claims denials and appeals.
- Organizational skills and ability to prioritize
- Able to coordinate multiple activities with varying timelines, while having effective verbal and written communication.
Benefits Coordinator
Community Health And Social Services
12.2014 - 10.2016
- Ensured compliance with federal and state regulations by maintaining accurate records of all benefits-related documentation.
- Conducted regular audits of benefits data to identify discrepancies, ensuring accurate reporting and timely resolution of errors.
- Streamlined benefits enrollment process for improved accuracy and reduced administrative workload.
- Coordinated open enrollment events to educate employees on benefit options and encourage informed decisionmaking.
- Coordinated and managed all aspects of annual benefit plan renewals-ensuring a seamless transition for employees while minimizing disruption to ongoing operations.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
Executive Administrative Assistant
Community Health And Social Services
10.2014 - 12.2014
- Reviewed incoming communications for urgency or importance; prioritized correspondence accordingly for executive review or action.
- Ensured timely completion of projects by monitoring progress against deadlines, providing updates to executives as needed.
- Conducted research on industry trends, providing valuable insights to support strategic decisionmaking.
- Assisted in event planning efforts, executing successful corporate functions that bolstered brand image and networking opportunities.
- Organized travel arrangements, ensuring smooth transitions for executives during business trips.
- Scheduled appointments promptly, ensuring optimal use of executive time while minimizing conflicts or cancellations.
Education
Paralegal
Henry Ford College
Dearborn, MICesar Chavez High School
Detroit, MI2010
Skills
- Bilingual (Spanish)
- Data Entry
- Call Management
- Proficient with PC applications and systems (eg Outlook, Word, Excel, Teams, etc) required
- Claims Processing
- Call center experience
- Ability to work independently or in a team environment and consistently produce high quality results required
- Insurance Verification
- HIPAA Compliance
- Eligibility Determination
Timeline
Bilingual Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
10.2023 - Current
Benefits Coordinator
Community Health And Social Services
12.2014 - 10.2016
Executive Administrative Assistant
Community Health And Social Services
10.2014 - 12.2014
Paralegal
Henry Ford College
Cesar Chavez High School
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