LEAH HERNANDEZ
San Antonio
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty with over 10 years of ease, expertise and experience.
Overview
14
14
years of professional experience
Work History
Customer Service Representative 2
SAFERIDE HEALTH
04.2022 - Current
- In my current role, I am a Customer Service Representative 2 for the Alternate Transportation Department.
- My responsibilities involve assisting parents, legal authorizing representatives and medical staff with new & existing inpatient and outpatient services within Medicaid Health Plans.
- I am responsible for managing inbound calls in a manner that is both responsible and efficient, ensuring that client needs and inquiries are promptly addressed.
- My role also involves coordinating and scheduling non-emergency medical transportation to guarantee timely and reliable service for clients of various Medicaid and Medicare plans
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the all Medicaid and Medicare Health Plans.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members & leadership to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition with opportunities to assist in special projects such as Quality Assurance monitoring, updating approved medical provider data bases and Billing assistance.
Fraud Prevention Specialist
JPMORGAN CHASE BANK, N.A.
08.2010 - 12.2018
- Provided exceptional internal and external customer service to all Chase Bank credit card holders by means of high volume inbound calls.
- Resolved customer queries, recommended solutions, and guided product users through features and functionalities.
- Assisted Chase Private Client bankers on behalf of all JPMorgan Chase members, regarding credit card accounts.
- All assistance and resolutions provided through inbound call, outbound call, and email.
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
- Developed comprehensive fraud prevention strategies to protect company assets and maintain customer trust.
- Enhanced fraud detection by implementing advanced data analytics techniques and tools.
- Performed outbound calls to customers verifying account activity.
- Reviewed fraud alerts to determine time of account compromise and adjusted processing rules to avoid further fraudulent transactions.
Education
High School Diploma -
William Howard Taft High School
11600 FM471, San Antonio, TX 7825306.2001
Skills
- Jira
- Organization skills
- Microsoft Office
- Microsoft Word
- LexisNexis
- Multitasking
- Quality control
- Product knowledge
- Customer service
- Active listening
- Critical thinking
- Problem resolution
Leadership Experience
- Assisted newly hired employees in call listening
- Provided floor walking assistance
- Ethics and accountability
References
- Rolando Gonzalez, Safe Ride Health, (210) 765-7636
- Victoria Perez, Safe Ride Health, (210) 374-2118
- Jaden Garcia, Safe Ride Health, (210) 632-6171
- Leah Saldana, JP Morgan Chase Bank, N.A., (210) 685-8488
- Ebony Beverly, JP Morgan Chase Bank, N.A., (210) 677-9711
Communication Skills
- Oral, written and interpersonal communication
- Presentation skills
- Empathetic listener and active listening
- Professionally clear and concise
Timeline
Customer Service Representative 2
SAFERIDE HEALTH
04.2022 - Current
Fraud Prevention Specialist
JPMORGAN CHASE BANK, N.A.
08.2010 - 12.2018
High School Diploma -
William Howard Taft High School
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