Lina Leon
New York,NY
Summary
A dedicated and bilingual Customer Service Representative with over 5 years of experience in providing exceptional service in various industries. Seeking a Remote Customer Service position where I can leverage my skills in communication, case management, and administrative support to enhance customer satisfaction and contribute to the company’s success.
Overview
5
5
years of professional experience
Work History
Remote Customer Service Representative
Transworld Systems Inc.
New York, NY
10.2024 - 02.2025
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered customer inquiries via phone, email, and chat.
- Updated account status and maintained accurate records of all collection and payment activities.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Managed customer database using CRM systems like Salesforce or Zendesk.
- Developed complex custom objects and fields in Salesforce to meet customer requirements.
- Investigated and responded to customer inquiries related to billing issues.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Verified billing data with client contracts to ensure accuracy of invoicing.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed client relationships through effective communication, problem-solving and customer service.
- Adhered to all company guidelines when interacting with customers
Case Manager
Morgan & Morgan Law Firm
New York, New York
01.2024 - 07.2024
- Maintained client confidentiality in line with ethical standards.
- Facilitated communication between healthcare workers and patients, to optimize support services.
- Answered a constant flow of customer calls, using a Multi-line phone system.
- Accurately documented, researched and resolved customer service issues.
- Used Salesforce, PDF editor and Microsoft Office everyday, to create letters and any other documents needed to complete each case.
- Monitored and kept meticulous records of patient treatment plans and response of patient to medication.
- Transitioned clients to different providers based on progress or needs.
- Delivered comprehensive case management, including crisis intervention and advocacy.
- Reviewed treatment plans against individual goals and healthcare standards.
- Developed trusting relationships with social services, health care providers and governmental agencies.
- Maintained up-to-date case records with case activity status.
- Secured treatment options for clients through effective advocacy.
Receptionist/Administration Assistant
Tax Management JM Corp
New York
12.2022 - 01.2024
- Greeted visitors and provided them with assistance.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Worked Remotely, providing customer support, to solve any issues or concerns they might’ve had, as well as scheduling appointments for specific services that clients needed.
- Assisted with special projects assigned by management when required.
- Ensured that all necessary forms were completed accurately prior to submitting them for processing.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Prepared correspondence, reports and other documents in final formats with correct punctuation, capitalization, grammar and spelling.
- Used Microsoft Office everyday, to process documents and other forms that were required by the company.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Investigated and analyzed client complaints to identify and resolve issues.
- Performed data entry tasks into various computer systems accurately and promptly.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Processed payments and updated accounts to reflect balance changes.
Medical Receptionist
Kew Dental Care
New York, NY
02.2022 - 06.2022
- Greeted and checked in patients, updating patient information in computer system.
- Verified insurance coverage for appointments and collected co-payments as required.
- Scheduled patient appointments, verifying accuracy of appointment times with providers.
- Performed data entry tasks related to billing and collections procedures.
- Processed referrals for specialist care when requested by physicians or patients.
- Answered multi-line phone system and directed callers to requested personnel and departments.
- Maintained patient accounts by obtaining, recording and updating personal and financial information.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- Gathered, transcribed and typed medical information into charts.
Receptionist/Assistant
DR. MARK EHRENPREIS UROLOGY OFFICE
New York, NY
02.2020 - 01.2022
- Prepared documents such as invoices, reports, memos, letters, financial statements.
- Handled confidential information with discretion and professionalism.
- Worked Remotely from time to time, responding to customer inquiries via phone or email promptly and courteously, as well as processing claims and payments.
- Inputted client contact information into database accurately.
- Coordinated appointment calendar and balanced schedules to promote optimal productivity.
- Used Microsoft Office suite programs daily for professional business correspondence, spreadsheet tracking and presentation preparation.
- Supported office staff with multifaceted administrative assistance and technical troubleshooting for software and equipment issues.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Prepared correspondence, reports and other documents in final formats with correct punctuation, capitalization, grammar and spelling.
- Performed data entry tasks into various software systems accurately and quickly.
Education
Associate of Arts - Criminal Justice
Borough of Manhattan Community College of The City University of New York
New York, NYSkills
- Customer Assistance & Service: Skilled in resolving customer inquiries and issues promptly and professionally
- Previous experience working in a Remote Customer Service environment
- Bilingual Communication: Fluent in English and Spanish, with strong verbal and written communication skills
- Technological Proficiency: Experienced in Microsoft Office Suite, Salesforce, data entry, billing, coding, and various customer service software
- Administrative Support: Proficient in debt collection activities, scheduling, document preparation, and maintaining confidential records
- Case Management: Expertise in managing client cases, including crisis intervention, advocacy, and treatment plan coordination
- Insurance Processing: Knowledgeable in insurance claims, HIPAA compliance, and medical terminology
- Time Management & Multi-tasking: Efficient in managing multiple tasks simultaneously while maintaining a high level of accuracy
Personal References
- Elaine Ehrenpreis (Manager Urology Office) 718-805-8534
- Kew Dental Care 347-437-4080
- Julieth Mancera (Manager Tax Office) 347-356-7474
- Morgan & Morgan 212-845-2800
Timeline
Remote Customer Service Representative
Transworld Systems Inc.
10.2024 - 02.2025
Case Manager
Morgan & Morgan Law Firm
01.2024 - 07.2024
Receptionist/Administration Assistant
Tax Management JM Corp
12.2022 - 01.2024
Medical Receptionist
Kew Dental Care
02.2022 - 06.2022
Receptionist/Assistant
DR. MARK EHRENPREIS UROLOGY OFFICE
02.2020 - 01.2022
Associate of Arts - Criminal Justice
Borough of Manhattan Community College of The City University of New York