Leticia Quinones
Corpus Christi,Texas
Summary
Passionate and dedicated customer service professional with a proven track record of successfully utilizing an extensive skill set in various roles. Seeking a career opportunity to leverage accumulated customer service expertise and contribute to the success of an organization. Committed to delivering exceptional service, building strong relationships, and exceeding customer expectations. Eager to apply strong communication, problem-solving, and interpersonal skills to provide outstanding support and enhance overall customer satisfaction, utilizing a one call resolution approach.
Overview
32
32
years of professional experience
Work History
Billing Specialist/ Resolution Specialist
The City of Corpus Christi
01.2021 - Current
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
Customer Service Representative
First Data Corporation
01.1995 - 03.2000
- Answered 100 inbound calls per day to address customer inquiries, resolve issues, and provide information on new products and services and directed inbound calls to designated individuals or departments
- Worked the fraud unit for lost credit cards
Customer Service Representative
Navy Army Community Credit Union
01.2019 - 01.2020
- Answered 75+ phone calls per day to address banking concerns
- Assisted with payments for car, signature and mortgage loans
- Provided account maintenance such as balance inquiries, transaction history, overdraft protection, courtesy pay, transferring money from one account to other accounts
- Assisted with online troubleshooting so they may see their accounts so they may be able to self-manage their finances
Customer Service Representative
The City of Corpus Christi
01.2013 - 01.2018
- Answered [75] + inbound calls per day to address customer inquiries, resolve issues, and provide information on billing statements, assisted with city service requests, and directed inbound calls to designated individuals or departments
- Processed many different types of work orders for gas, water, solid waste departments and animal control
- Follow up on work orders for s19 reconnections and s1 gas leaks and communicate with citizens on ETA
- Informed customers on billing procedures and aided in payment options
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques
- Received inbound calls from customers, setting up/transferring utilities services and canceling services
- Proficient in the multi systems that we had to use for different departments such as INFOR, STAR, MAXIMO, and WEB QA
Supervisor, Trainer, Customer Service Rep
APAC Customer Services
01.2000 - 01.2012
- Filled out documentation and logs each day and created weekly reports detailing activities
- Ensured team member performance by providing supervision, scheduling, counseling and evaluations
- Oversaw training of new team members and mentored each to promote productivity, accuracy and friendly service
- Guaranteed positive customer experiences and resolved all customer complaints
- Served as company's bilingual [Spanish] Representative
- Created new processes and systems for increasing customer service satisfaction
- Answered [100] + inbound calls per day to address customer inquiries, resolve issues, and provide information on new products and services and directed inbound calls to designated individuals or departments
- Worked many products from phone companies, insurance, medical coverages during open enrollment
- Worked multi products within the company from medical, cell phone service, to insurance
Medical Assistant
Coastal Bend Woman Center
03.1993 - 03.1994
- Set up trays for Dr / Sanitation of equipment
- Prepared patient for doctor with blood pressure, UA analysis, weight and with any concerns that were needed to be brought to the Doctor attention
- Listed proper codes for what was done that day for billing
Education
CBM Trade School -
Medical Assistant
01.1992
Diploma -
01.1989
Skills
- File/records maintenance logs
- Time management skills
- Excellent communication
- Computer proficient
- Training and development
- Bilingual in Spanish
- Problem solving
- Collections
- Statement billing breakdowns
- 10 key-touch
- Medical terminology
- Effective team player
- Telecommunication skills
Timeline
Billing Specialist/ Resolution Specialist
The City of Corpus Christi
01.2021 - Current
Customer Service Representative
Navy Army Community Credit Union
01.2019 - 01.2020
Customer Service Representative
The City of Corpus Christi
01.2013 - 01.2018
Supervisor, Trainer, Customer Service Rep
APAC Customer Services
01.2000 - 01.2012
Customer Service Representative
First Data Corporation
01.1995 - 03.2000
Medical Assistant
Coastal Bend Woman Center
03.1993 - 03.1994
CBM Trade School -
Medical Assistant
Diploma -
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