Laura Perez
Customer Service Representative
Columbia,MO
Summary
Customer service professional with proven track record of delivering high-quality support and fostering positive customer relationships. Skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Strong focus on team collaboration, adaptability to changing needs, and achieving impactful results. Known for reliability and results-driven approach.
Overview
13
13
years of professional experience
Work History
Senior Customer Service Representative
Central Bank
11.2021 - Current
- Assisting customers with request and complaints, providing appropriate solutions and resolving any issues while providing legendary service.
- Being fluent in Spanish, I also assist our Spanish community with translation and their needs. I supervise on Saturdays or when needed.
- I provide guidance to newer staff and mentor monthly while consistently making the matrix.
Patient Account Specialist
Univeristy Of Missouri Healthcare
04.2018 - 10.2021
- Maintained high levels of data accuracy with meticulous attention to detail in processing insurance claims and updating patient records.
- Promoted a culture of continuous improvement within the Patient Accounts team by participating in regular staff meetings, offering constructive feedback on department processes, systems, tools for achieving objectives more effectively.
- Electronically submitted bills according to compliance guidelines. Posted payments and processed refunds.
- Analyzed over 80 complex patient accounts for billing accuracy also worked with University of Physicians and assisted with Medical Coding with minimum 98% accuracy rate.
Waitress/Bartender- Team Leader
The Tiger Hotel
11.2018 - 06.2021
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service. Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts. Managed a team of 8+ people when necessary.
Office Administrator/Sales Agent
CR Distributing
03.2012 - 03.2018
- First 3 years I answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors. Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive. Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Last 3 years, I lead a team of 5+ years selling Kirby vacuums door to door.
Education
High School Diploma -
Jefferson City High School
Jefferson City, MOSkills
- Complaint Resolution
- Payment Processing
- Quality Assurance
- Teamwork and Collaboration
- Adaptability
- Emotional Intelligence
- Empathetic Listening
- Attention to Detail
- Work Ethic
- Leadership Experience
- Self Motivation
Accomplishments
- Coding Certificate in 2019 -MU
- Numerous Caught in the Act Certificates
- Representative of the Quarter-March 2023
- Lowest Not Ready Time for the year 2023
- Highest Sales for the year 2023
- MVP for the year 2023
- DDA Group April 2023- Current
Languages
Spanish
Native or Bilingual
Interests
- Fundraising Events
- Reading- Part of a small Book Club
- Dancing- Zumba
- I like trying new recipes and food trends
- Travel- Road Trips
Timeline
Senior Customer Service Representative
Central Bank
11.2021 - Current
Waitress/Bartender- Team Leader
The Tiger Hotel
11.2018 - 06.2021
Patient Account Specialist
Univeristy Of Missouri Healthcare
04.2018 - 10.2021
Office Administrator/Sales Agent
CR Distributing
03.2012 - 03.2018
High School Diploma -
Jefferson City High School
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