Luz Hernandez
Davenport,Florida
Summary
Customer service professional over 10+ years of experience in banks, call centers and clinics. Efficient in software such as Microsoft office, word, and excel. Efficient handling inbound and outgoing calls, possess exceptional customer service skills, with customer regularly commending on received support, able to provide clear customer service in Spanish and English. Handle 50+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention. Received source data such as customers name, addresses, phone numbers, credit card information, enter data into various customer service software. Experience with medical accounts, collection accounts, and Banking accounts.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Dispatcher
DMB CARRIERS LLC
LAKELAND, FL
03.2016 - 05.2024
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Resolved customer complaints related to service issues or delays.
- Received and dispatched calls for emergency services.
- Updated records of driver locations, delays, and cancellations.
- Organized paperwork associated with deliveries including manifests, bills of lading, packing slips.
- Verified driver credentials prior to assigning them a route or task.
- Maintained logs of all incoming calls and assigned tasks.
- Provided timely updates to customers regarding their orders or requests.
- Created daily reports detailing response times, call volumes, and other pertinent information.
- Assigned drivers to appropriate routes based on customer needs.
Patient Service Representative
AFC Urgent Care
Philadelphia, PA
12.2009 - 10.2010
- Answered incoming calls in a professional manner.
- Verified insurance information, collected payments, and scheduled appointments.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Maintained accurate records of services provided during each visit or procedure.
- Reviewed patient accounts for accuracy on a regular basis.
- Assisted with the completion of medical forms and records.
- Assisted with scheduling follow-up appointments according to provider availability.
- Provided customer service by answering patient questions and addressing concerns.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
Teller
PNC Bank
Newark, DE
06.2006 - 09.2009
- Verified customers' identification to ensure compliance with laws and regulations.
- Answered customer inquiries regarding bank products and services.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Identified opportunities to refer customers to other areas of the bank for additional services.
- Explained the features of various banking products available to customers.
- Assisted customers in opening new accounts and completing required paperwork.
- Resolved customer complaints quickly and efficiently in order to maintain positive relationships with clients.
- Explained account information to customers in detail as needed.
- Balanced cash drawers on a daily basis.
- Delivered exceptional service to customers in person or over telephone.
Education
High School Diploma -
ALFA Y BETA ACADEMY H.S.
DOM REP08-2005
Some College (No Degree) - ACCOUTING
Delaware Technical And Community College
Wilmington, DESkills
- Schedule Management
- Data Entry
- Customer Relations
- Dispatch Coordination
- Service Coordination
- Database Management
- Schedule Coordination
- Appointment Scheduling
- Insurance Verification
- Cash Handling
- Drawer balancing
- Sales expertise
- Financial Services
- MS Office proficient
- Relationship building and management
Languages
Spanish
Professional
Certification
- CUSTOMER SERVICE CERTIFICATION (PNC Bank
Timeline
Dispatcher
DMB CARRIERS LLC
03.2016 - 05.2024
Patient Service Representative
AFC Urgent Care
12.2009 - 10.2010
Teller
PNC Bank
06.2006 - 09.2009
High School Diploma -
ALFA Y BETA ACADEMY H.S.
Some College (No Degree) - ACCOUTING
Delaware Technical And Community College
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