Overview
Work History
Education
Skills
Timeline
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Leticia Hernandez

Little Elm,TX

Overview

18
18
years of professional experience

Work History

Pharmacy Specialist

Intake Coordinator/Admin Assistant
Lewisville, TX
10.2019 - 06.2024
  • Successfully managed the intake process for up to 250 new patients per month
  • Contacted home health agencies to gather patient lab results
  • Developed and implemented new intake procedures to ensure efficient onboarding of new patients
  • Collaborated with medical staff to ensure accurate patient information was collected and documented
  • Blasted out old/new patient insurance information
  • Oversee patients accounts had the correct DX code for billing
  • Performed various data entry and administrative duties to assist the team.

Customer Service Representative II

VARIDESK
Coppell, TX
08.2016 - 01.2019
  • Established and maintained relationships by serving as a direct point of contact for escalations, orders, and more
  • Determines customers' needs/requirements and negotiate an appropriate resolution by price adjustments, and/or resolving service quality issues
  • Respond to customer concerns and proactively contact customers
  • Recommend additional products that may be necessary or available to the customer
  • Provide guidance and ensure team is trained to a high standard in all processes and procedures.

Collector 1

Hyundai Capital America
Plano, TX
12.2015 - 03.2016
  • Managed delinquent automotive accounts
  • Contacted customers via telephone dialer, negotiated arrangements, and took payments to bring delinquent accounts current
  • Submitted for extensions and late charge fee waivers
  • Processed payments via western union payment processing website
  • Documented all actions taken on an account
  • Updated customer information; phone numbers, e-mails, and addresses.

Freese & Goss Attorney

Dallas, TX
03.2013 - 07.2014
  • Legal Assistant/Receptionist
  • Assisted with administrative duties such as billing, data entry and scanning new client files into computer database
  • Responsible for maintaining and scheduling conference rooms
  • Assisted with updating and organizing client files
  • Responsible for daily correspondence, routing, and distribution of documentation to appropriate personnel
  • Answered phones and assisted new and current clients with inquiries.

Customer Service Representative

National Bankruptcy Services
Dallas, TX
10.2012 - 02.2013
  • Handled high volume inbound calls in a contact center environment
  • Answered customers' questions regarding status of their default and resolved matters efficiently
  • Documented all contacts, actions and responses in multiple client systems
  • Routed calls and emails to appropriate department and/or associates.

Portfolio Analyst

Ally Financial
Lewisville, TX
11.2006 - 04.2012
  • Monitor operational metrics, observe trends and make process improvement recommendations
  • Responsible for collecting on past due auto loan accounts and kept accurate records of account history
  • Initiated standardized system collection letters to deliver clear information to customers
  • Resolved customer disputes to maintain customer satisfaction
  • Created document rewrites of loan repayment to ensure that legal and client requirements are considered
  • Facilitated customer payments through company identified systems to ensure that accounts are handled appropriately and payments are received from customers.

Education

Richland Community College
Dallas, TX

University School of Las Colinas
Las Colinas, TX

Skills

  • Customer Service
  • CSR
  • Customer Care
  • Computer and business solutions software skills - Day Break software
  • Strong understandings of program effectiveness, evaluation and operations
  • Experience in negotiation and collections
  • Typing speed skill of 45-50 wpm
  • Team player dedicated to achieving stated goals, increasing efficiency and upholding company reputation
  • Adheres to company collection and extension policies
  • Fair Debt Collection Practices Act, confidentiality & privacy issues

Timeline

Pharmacy Specialist

Intake Coordinator/Admin Assistant
10.2019 - 06.2024

Customer Service Representative II

VARIDESK
08.2016 - 01.2019

Collector 1

Hyundai Capital America
12.2015 - 03.2016

Freese & Goss Attorney

03.2013 - 07.2014

Customer Service Representative

National Bankruptcy Services
10.2012 - 02.2013

Portfolio Analyst

Ally Financial
11.2006 - 04.2012

Richland Community College

University School of Las Colinas

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Leticia Hernandez