Lorena Yzaguirre
Summary
Customer-focused professional dedicated to delivering exceptional service and enhancing customer satisfaction. Proven ability to address concerns effectively through strong interpersonal skills. Committed to driving positive outcomes in customer interactions.
Overview
8
8
years of professional experience
Work History
Specialized Escalations Unit
Maximus
Edinburg, Texas
10.2023 - Current
- Resolved customer issues through knowledgeable and friendly service, promoting high satisfaction levels.
- Identified customer needs swiftly, enhancing overall service efficiency.
- Assisted customers with inquiries to improve satisfaction rates.
- Maintained expertise through ongoing education and advanced training programs.
- Exceeded customer expectations by developing creative solutions for complex problems.
- Utilized advanced technical skills to troubleshoot and implement effective solutions.
Customer Service/High Performing Customer Rep
Maximus
Edinburg, Texas
01.2023 - Current
- Resolved customer complaints and escalated issues to appropriate departments for timely resolution.
- Provided accurate product information and addressed service requests efficiently.
- Assisted customers by answering inquiries with knowledgeable and friendly service.
- Utilized probing questions to identify service needs and accurately recorded information in systems.
Surgical Scheduler Coordinator
Rio Grande Valley Orthopedic Center
Harlingen , TX
08.2021 - 11.2021
- Coordinated surgery schedules by communicating with patients, families, and medical staff to address inquiries.
- Utilized scheduling software to streamline appointment bookings and maintain accurate calendars.
- Monitored surgical schedule changes to keep all stakeholders promptly informed.
- Managed insurance authorizations to ensure payment coverage before booking surgeries.
- Provided administrative support through organizing paperwork, filing documents, and updating databases.
- Collaborated with medical staff to resolve scheduling conflicts and reschedule procedures effectively.
Billing Specialist
Platinum Surgery Center
Harlingen , Texas
05.2018 - 05.2021
- Resolved billing discrepancies through effective communication with clients and vendors.
- Streamlined invoicing procedures by collaborating with accounting team to enhance efficiency.
- Reviewed contracts for compliance with billing terms and conditions.
- Identified and implemented process improvements in collaboration with team members.
- Verified insurance coverage and identified third-party payers for accurate billing.
- Executed additional duties as assigned by management team.
Customer Service Advocate
United Healthcare Group
Harlingen , TX
07.2017 - 05.2018
- Resolved customer complaints through effective communication and problem-solving techniques.
- Delivered prompt and knowledgeable service for routine inquiries and service issues.
- Maintained strict adherence to privacy and security protocols for customer information.
- Managed incoming customer calls professionally to ensure positive experiences.
- Consulted with customers to address service and billing discrepancies.
- Monitored updates on internal policies, company offerings, and promotions for optimal service delivery.
- Processed orders, forms, applications, and requests efficiently.
- Utilized probing questions to identify customer needs and accurately input data into systems.
Education
Bachelor of Arts - Management
University of Phoenix
Tempe, AZ06-2012
Skills
- Scheduling software
- Billing compliance
- Customer inquiries
- Process improvement
- Client relationship management
- Service coordination
- Attention to detail
- Effective communication
- Excellent communication
- Time management
- Organization and time management
- Data entry
- Dependable and responsible
- Critical thinking
Languages
Spanish
Professional
Timeline
Specialized Escalations Unit
Maximus
10.2023 - Current
Customer Service/High Performing Customer Rep
Maximus
01.2023 - Current
Surgical Scheduler Coordinator
Rio Grande Valley Orthopedic Center
08.2021 - 11.2021
Billing Specialist
Platinum Surgery Center
05.2018 - 05.2021
Customer Service Advocate
United Healthcare Group
07.2017 - 05.2018
Bachelor of Arts - Management
University of Phoenix
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