Laura Rodriguez
Donna,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships with patients, customers, or members. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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. Personable CSR offering 10+ years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
9
9
years of professional experience
Work History
Customer Service Advocate
UnitedHealth Group
Harlingen, Texas
10.2016 - 05.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Assessed caller accounts to determine Medicare Advantage benefits under their retirement plan, identify service needs and resolve issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Medical Clerk
Hidalgo County Health Dept
Edinburg, Texas
01.2015 - 10.2016
- Stayed on top of all records requests and case management functions with open and clear communication.
- Collected and organized medical records and bills.
- Prepared personal injury, medical payment, uninsured and other claim types.
- Gathered information from clients regarding associated medical providers.
- Prepared patient charts, pre-admissions and consent forms as necessary.
- Maintained patient confidence by keeping patient records information confidential.
- Reviewed charts and flagged incomplete or inaccurate information.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Gathered patient information by collecting demographic information from variety of sources.
- Communicated effectively with staff, patients and insurance companies by email and telephone.
- Input data into computer programs and filing systems.
- Maintained accuracy, completeness and security for medical records and health information.
- Maintained database for storage and retrieval of medical records.
- Accurately pulled patient records for upcoming appointments and procedures, typically within 1-hour period.
Health Services Coordinatior
United Migrant Opportunity Services
Plymounth, WI
06.2014 - 10.2014
- Assisted with regulatory issues such as compliance.
- Provided in-depth support to executive staff in regards to healthcare programs and administration.
- Consulted with healthcare professionals on business decisions.
- Developed and maintained electronic record management systems to analyze and process data.
- Monitored status of individuals with chronic health concerns.
- Communicated with patients, ensuring that medical information was kept private.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Ordered all pharmacy supplies and kept check on inventory levels.
- Discussed medical histories with patients in effort to provide most effective medical advice.
- Managed application processes for facility certifications with head start education programs.
Medical Assistant
Hidalgo County Detention Center/Sheriffs Office
Edinburg, Texas
09.2012 - 04.2014
- Sanitized, restocked and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms and allergies.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Provided medication administration to inmates in the county jail.
- Assisted the medical personnel in emergency situations in the infirmary and out in the cell blocks.
Education
General Office Clerk/Data Entry -
STVT
McAllen, TX05.1986
GED -
Texas Education Agency
McAllen, TX05.1981
Skills
- Upselling Products and Services
- Customer Service Enhancement
- POS Systems and Ordering Platforms
- Interpretation and Translation Services
- Account Management
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Order Fulfillment
- Upbeat and Positive Personality
- Needs Assessment
- Call Center Customer Service
- Understanding Customer Needs
- Responding to Difficult Customers
- Personalized Customer Service
- Data Entry and Maintenance
- Building Customer Trust and Loyalty
- Customer Data Confidentiality
- Corporate Standards
- Answering Customer Questions
- Customer Service Orientation
- Call Transfers
- Health Plan Benefits
- Credit and Debt Card Processing
- Inquiry Requests
- Residential Customer Service
- Benefits Explanations
- Customer Service and Assistance
- Customer Inquiry Response
- Correcting Discrepancies
- Computer Proficiency
- Team-Oriented and Cooperative
- Policy and Procedure Adherence
- Critical Thinking
- Document and Records Management
- Establishing and Maintaining Customer Relationships
- Recommending Solutions
- First-Tier Technical Support
- Excellent Attention to Detail
- Proficiency in Microsoft Office and G Suite
- Call Volume and Quality Metrics
- Patient and Empathetic
- Complaint Response
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Advocate
UnitedHealth Group
10.2016 - 05.2022
Medical Clerk
Hidalgo County Health Dept
01.2015 - 10.2016
Health Services Coordinatior
United Migrant Opportunity Services
06.2014 - 10.2014
Medical Assistant
Hidalgo County Detention Center/Sheriffs Office
09.2012 - 04.2014
General Office Clerk/Data Entry -
STVT
GED -
Texas Education Agency
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