Summary
Overview
Work History
Education
Skills
Timeline
Generic

Laura Cisneros

Summary

Goal-oriented professional effective at dealing with individuals during stressful and confusing situations. Solid team player with upbeat, positive attitude and proven skill with personable and dedicated customer service.

Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, strengths lie in problem-solving abilities, communication skills. Looking for a anew role where hard work and dedication will be highly valued.

Overview

26
26
years of professional experience

Work History

Volunteer

Habitat for Humanity
06.2024 - Current
  • Provided assistance to staff in the daily operations of the organization.
  • Collaborated with other volunteers to create a positive work environment.
  • Provided guidance and support to fellow volunteers during their shifts.
  • Followed directions from supervisors and completed tasks within appropriate timeframe.
  • Helped with prep, set up, and breakdown of community and public events.
  • Collaborated with others by contributing time, effort and skills to achieve the organization's goals.

Customer Relations / Reservations-Remote

American Airlines
Fort Worth, TX
11.2012 - 03.2024
  • Responded to customer inquiries and complaints via phone, email, and in-person.
  • Developed relationships with customers to ensure their satisfaction.
  • Resolved customer disputes in a timely manner.
  • Gathered data from customers to update records in the system.
  • Ensured customer satisfaction through effective communication skills and problem resolution techniques.
  • Prepared reports of customer interactions for management review.
  • Maintained an organized filing system for documentation purposes.
  • Collaborated with other departments to resolve complex issues.
  • Implemented new processes for handling customer requests efficiently.
  • Provided exemplary level of service to customers to extend relationships for future business opportunities.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Responded to customer emails and phone calls promptly, courteously, and professionally.
  • Recorded all customer interactions into the database system accurately and completely.
  • Upheld high standards of customer services by responding to inquiries, needs and problems.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Processed payments for client bookings using secure payment processing systems.
  • Maintained up-to-date knowledge of airline policies and procedures regarding ticketing, baggage allowance and rebooking and cancellation fees.
  • Reviewed customer requests to determine appropriate accommodations within budget limitations.
  • Delivered high level of customer service through prompt issue resolution and dynamic attention to detail.
  • Created travel itineraries and made adjustments to meet client specifications.
  • Asked open-ended questions to best understand client needs and determine best travel offerings.
  • Provided exceptional customer service, resolving any travel-related issues promptly.
  • Developed personalized travel itineraries based on clients' preferences and budget.
  • Maintained up-to-date knowledge of travel advisories, visa requirements, and vaccination policies.
  • Responded immediately to clients' questions, issues, and complaints, and found effective solutions when required.
  • Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Stayed up to date on travel industry, policies and restrictions.
  • Completed ongoing training with company and travel partners.

Appeals Representative

Blue Cross Blue Shield of Texas
Abilene, TX
06.1998 - 08.2006
  • Examined case to initiate clinical review.
  • Researched and resolved written complaints submitted by consumers and physicians or providers.
  • Obtained additional documentation required for case review.
  • Completed documentation of final appeals or grievance determination using appropriate templates.
  • Rendered decision for non-clinical complaints using sound, fact-based decision making.
  • Submitted verbal and written notification to members and providers.
  • Provided outreach for additional information for appeals and grievances.
  • Entered appeal requests in appeals module.
  • Remained knowledgeable regarding company policies and procedures and current developments within operational departments.
  • Processed and finalized appeals and grievances within agreed-upon turnaround time.
  • Evaluated accuracy and quality of data entered into agency management system.
  • Utilized specialized software to process incoming claims, enter data and generate reports.
  • Reviewed applications and supporting documents to verify claims eligibility and accuracy.
  • Utilized excellent analytical and problem-solving skills to quickly and accurately assess insurance claims.
  • Responded to customer inquiries, providing detailed explanations of insurance policies and claims processes.
  • Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Worked productively in fast-moving work environment to process large volumes of claims.

Education

High School Diploma -

Abilene Cooper High School
Abilene, TX
05-1986

Some College (No Degree) - Accounting And Business Management

American Commercial College - Abilene
Abilene, TX

Skills

  • Integrity and Honesty
  • Accuracy and Precision
  • Attention to Detail
  • Teamwork and Collaboration
  • Adaptability and Dependability
  • Creative and Critical Thinking
  • Issue Identification
  • Grievance handling
  • Policy Knowledge
  • Strong analytical skills
  • Problem-solving capabilities
  • Data entry proficiency
  • Organizational abilities
  • Medical coding knowledge
  • Effective communication abilities
  • Insurance Claim Forms Review
  • New Policies Processing
  • Research skills
  • Collaborative relationships
  • Organizing and Prioritizing Work
  • Multitasking Abilities
  • Policy Implementation
  • Investigation support
  • Teamwork skills
  • Problem-solving aptitude
  • Document Control
  • Written Communication
  • Policy requirements and eligibility
  • Electronic authorization processing

Timeline

Volunteer

Habitat for Humanity
06.2024 - Current

Customer Relations / Reservations-Remote

American Airlines
11.2012 - 03.2024

Appeals Representative

Blue Cross Blue Shield of Texas
06.1998 - 08.2006

High School Diploma -

Abilene Cooper High School

Some College (No Degree) - Accounting And Business Management

American Commercial College - Abilene

Similar Profiles

CREATE PROFILE
Laura Cisneros