Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Work Preference
Quote
Timeline
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Lilia Santos

Gaston

Summary

To implement the best customer service experience in a professional manner by utilizing my skills, experience and expertise. Authorized to work in the US for any employer

Customer service professional with history of delivering bilingual support and ensuring client satisfaction. Known for resolving issues efficiently and improving customer experiences. Team-oriented and adaptable, excelling in communication and problem-solving.

Overview

14
14
years of professional experience

Work History

Bilingual Customer Service Representative

Palmetto GBA
03.2023 - Current


  • Assisted providers with Medicare claims.
  • Provided bilingual support to customers, ensuring clear communication and understanding of services.
  • Resolved complex inquiries through effective problem-solving techniques and product knowledge.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
  • Provided language translation services for customer service inquiries.
  • Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.

Account Resolution Specialist

Amcol Systems
04.2022 - 10.2022
  • Collaborated with cross-functional teams to streamline account reconciliation processes, enhancing overall efficiency.
  • Developed and implemented standardized procedures for handling escalated account disputes, reducing resolution time significantly.
  • Negotiated payment arrangements with clients, maintaining strong relationships while safeguarding company interests.
  • Monitored aging accounts and reached out to customers to discuss payments.

CVS Pharmacy Technician

CVS Health
06.2011 - 10.2021
  • Managed medication dispensing processes to ensure accuracy and compliance with pharmacy regulations.
  • Assisted in training new pharmacy technicians on operational procedures and customer service standards.
  • Maintained inventory levels by conducting regular stock checks and coordinating orders with suppliers.
  • Implemented workflow improvements that enhanced efficiency in prescription processing and patient interaction.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Stocked, labeled, and inventoried medication to keep accurate records.
  • Counted and labeled prescriptions with correct item and quantity.
  • Entered and processed patients' prescriptions into internal system.
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Collected co-payments or full payments from customers.
  • Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.

Education

College Degree - Cpht

Remington College-Dallas Campus
Dallas, TX
08.2007

Skills

  • Medical coding
  • Cash Handling
  • Communication skills
  • Customer service
  • Phone etiquette
  • HIPAA
  • Detail oriented
  • Inventory organization
  • Retail Sales
  • Order entry
  • Retail sales
  • Medical Coding
  • Hard worker
  • Decision making
  • Analysis skills
  • Computer skills
  • Medical Terminology
  • Cash handling
  • Fluent bilingualism
  • Problem-solving
  • Spanish translation
  • Data entry
  • Call center experience
  • Payment processing
  • Call management
  • Payment collection
  • Call center operations

Languages

English - Expert
Native or Bilingual
Spanish - Expert
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Part Time

Work Location

On-SiteRemote

Important To Me

Career advancementWork-life balanceCompany CulturePersonal development programs

Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Timeline

Bilingual Customer Service Representative

Palmetto GBA
03.2023 - Current

Account Resolution Specialist

Amcol Systems
04.2022 - 10.2022

CVS Pharmacy Technician

CVS Health
06.2011 - 10.2021

College Degree - Cpht

Remington College-Dallas Campus

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