Lisa N Velez
Spring,TX
Summary
Dependable professional with a strong foundation in customer service and administrative support. Proven success in enhancing operational efficiency while resolving complex client issues. Effective communicator capable of maintaining composure under pressure and fostering collaborative relationships in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Order and Insurance Associate
Cochlear America
, TX
06.2022 - Current
- Verifies insurance coverage and keeps records current.
- Works with insurance companies to resolve questions and update account details.
- Processes payments for orders, invoices, and coinsurance to support timely transactions.
- Enters orders for equipment and device upgrades.
- Maintains accurate member profiles to support smooth service delivery.
- Explains cochlear implant devices and equipment to clients in clear terms.
- Supports clients and team operations while working remotely.
Remote Call Center Customer Care Representative
TTEC
, TX
08.2020 - 05.2022
- Supported members in resolving drug coverage issues, ensuring access to necessary medications
- Submitted Prior Authorizations and overrides
- Submitted refill requests and renewals for medications
- Submitted requests for refunds and returns
- Addressed and resolved cardholder account issues, enhancing customer satisfaction and account management
- Worked closely with pharmacists in mail order pharmacy
- Screened and transferred calls to appropriate departments
- Collaborated on project to assist banking customers with prepaid card accounts, improving overall customer experience
Special Education Paraprofessional
Conroe Independent School District
Conroe, TX
08.2018 - 08.2020
- Executed teachers' lesson plans, tailoring instruction to meet individual student needs and support small group learning
- Enhanced student independence by fostering self-advocacy and developing personal care skills
- Maintained full compliance with legal, health, and safety regulations
- Worked effectively with a diverse team to accomplish daily objectives and meet long-term goals
- Streamlined office file organization and updates for efficient access to information daily and kept records organized
Dispatcher/ Customer Service/ Warehouse Supervisor
Kelly Services-HDL (contract position)
Houston, TX
10.2017 - 06.2018
- Received service requests and dispatched work orders in accordance with procedures and guidelines to ensure timely service delivery
- Answered phones and directed customers to alternate routes, minimizing delays caused by construction or other disruptions
- Met peak warehouse demands with well-coordinated staff schedules
- Facilitated team collaboration on production tasks, preparing staff to meet challenging production requirements
- Resolved issues and maintained consistent operations by collaborating with internal departments
- Supervised and trained warehouse team with focus on warehouse safety and compliance of regulations
- Drove swift resolution for escalated complaints
Education
JCO
College of New Rochelle
Bronx, NY01-2011
Skills
- Claims processing
- Data analysis
- Medical terminology
- Proficient in software (Salesforce, Oracle, BrightTree, Microsoft Office Suite and Nexus)
- Proficient In Amazon Web Services
- Data entry
- Documentation
- Record organization
- Client management
- Account management
- Compliance knowledge
- Problem-solving techniques
- Decision-making
- Problem solving
- Time management
- Industry knowledge
Timeline
Order and Insurance Associate
Cochlear America
06.2022 - Current
Remote Call Center Customer Care Representative
TTEC
08.2020 - 05.2022
Special Education Paraprofessional
Conroe Independent School District
08.2018 - 08.2020
Dispatcher/ Customer Service/ Warehouse Supervisor
Kelly Services-HDL (contract position)
10.2017 - 06.2018
JCO
College of New Rochelle