Laila George
San Antonio,TX
Summary
Dedicated Customer Service Representative with strong active listening and problem resolution skills. Proven ability to manage high-stress situations while maintaining professionalism and enhancing customer loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Aetna
San Antonio, TX
09.2025 - Current
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolve customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handle escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Learn and adapt quickly to new technology and software applications.
- Efficiently manage high volumes of phone calls, messages, and inquiries from patients or other healthcare providers, ensuring prompt responses and resolutions.
- Maintain confidentiality of patient data and condition to safeguard health information.
- Process prior authorization requests efficiently, ensuring compliance with regulatory standards.
- Review and process medical claims for accuracy and compliance with regulations.
- Collaborate with healthcare providers to resolve discrepancies in claim submissions.
- Coordinate enrollment processes for health benefits, ensuring timely and accurate processing of applications.
Patient Care Representative
South Texas Radiology Group
San Antonio, TX
04.2023 - Current
- Manage patient appointment scheduling using electronic health record systems to optimize workflow efficiency.
- Assist patients with insurance verification, enhancing understanding of coverage options and reducing confusion.
- Monitor patient feedback to identify areas for service enhancement, contributing to overall satisfaction metrics.
- Collaborate with healthcare providers to coordinate patient follow-ups, ensuring continuity of care and adherence to treatment plans.
- Greet and direct patients to examination rooms and verified insurance coverage and collected co-payments.
- Enhance communication between patients, families, and healthcare providers through clear explanations of treatment plans and procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
Online Personal Shopper
Walmart
San Antonio, TX
01.2021 - 02.2023
- Optimized online shopping experience by efficiently selecting products based on customer preferences and needs.
- Managed order fulfillment processes to ensure timely delivery and customer satisfaction.
- Collaborated with cross-functional teams to enhance inventory management and product availability.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Tracked substitutions and informed customers of changes.
- Helped customers locate products and checked store system for merchandise at other sites.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Provided exceptional customer service by promptly addressing inquiries, concerns, and feedback from clients.
Education
Associate of Science - Radiology
St. Philip's College
San Antonio, TX05.2025
Pharmacy Tech -
Stepful
Michigan 06.2026
High School Diploma -
Wagner High School
San Antonio, TX06.2021
Skills
- Active listening
- Critical thinking
- Problem resolution
- Microsoft Excel
- Professional telephone demeanor
- Call management
- Documentation
- Team development
Timeline
Customer Service Representative
Aetna
09.2025 - Current
Patient Care Representative
South Texas Radiology Group
04.2023 - Current
Online Personal Shopper
Walmart
01.2021 - 02.2023
Pharmacy Tech -
Stepful
Associate of Science - Radiology
St. Philip's College
High School Diploma -
Wagner High School