Maria Micciollo
Pembroke Pines
Summary
Knowledgeable and dedicated bilingual customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Billing Specialist- Call Center Bilingual Representative
Impact Health Sharing
01.2024 - Current
- Support Specialist is responsible for the completion of set processes and protocols
- Supports the teams in meeting service goals
- Consistently exhibits behavior and communication skills that demonstrate commitment to superior customer service, including quality and care and concern with each and every internal and external customer
- Represents the Company in a professional manner, following all Company policies and procedures
- Uses, protects, and discloses patients protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
- Phone and task support role for providers and members
- Answer inbound and initiate outbound calls to members and providers
- Gather, review, and verify relevant information relating to members
- Knowledge regarding Impact guidelines and product offerings
- Respond to questions from members/providers on any issues they are experiencing, including detailed claim and eligibility related questions
- Gather, review, and submit relevant documentation needed
- Monitor, mitigate, and report member and provider abrasion
- Perform and/or administer research in ensuring effective, timely responsiveness to all member and provider issues.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Researched and resolved billing discrepancies to enable accurate billing.
- Posted and adjusted payments from insurance companies.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Communicated effectively and extensively with other departments to resolve claims issues.
- Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
Help Desk Representative
Duplicating Products Inc.
01.2023 - 07.2023
- Logged activities in tracking system to maintain accurate, timely records
- Responded to inquiries by phone, email and walk-up requests
- Dispatch service calls to technicians based on call type, skill set, and availability
- Communicated with drivers and personnel to coordinate timely delivery of service
- Process customer orders in line with established policies and procedures
- Examined orders to confirm accuracy, completeness and adherence to customer requirements
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Addressed customer account discrepancies and concerns
- Maintained and managed customer files and databases
- Scheduled office meetings and client appointments for staff teams.
Customer Service Call Center Representative
Synchrony Finanical
11.2021 - 12.2022
- Answering over 50 calls from customers professionally and responding to customers inquiries and complaints
- Researching required information using available resources
- Processing forms and applications requested by the customers
- Identifying, escalating priority issues and reporting to the high-level management
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates
- Educated customers on use of banking website and mobile apps.
Customer Service Call Center Representative
Comcast
12.2020 - 10.2021
- Answering phones from customers professionally and responding to customer inquiries and complaints
- Providing customers with the organization's service and product information
- Processing forms, orders, and applications requested by the customers
- Explained product prices and packages as well as answered questions and addressed concerns of customers
- Overcame objections using friendly, persuasive strategies
- Set up appointments with interested customers according to schedule availability
- Opened new accounts and documented personal, demographic and payment information in system
- Completed data entry tasks with accuracy and efficiency.
Leasing Agent
Taplin Development
11.2019 - 12.2020
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts
- Kept records accurate, detailed and fully compliant with reporting requirements to meet all state, local and federal housing requirements
- Performed background, reference and credit checks as part of screening process of prospective tenants
- Handled tenant communications by quickly responding to requests for maintenance and answering any questions or concerns
- Scanned documents and saved in database to keep records of essential organizational information
- Completed data entry tasks with accuracy and efficiency.
Assistant Manager/Sales Associate
RDMM, FL
11.2016 - 08.2018
- Greeting a customer in person or over the telephone and listening to their queries
- Provide information and solve problems put forth by the customer or direct them to someone who can help them better
- Maintaining and updating a database of existing and potential clients and all previous interactions with them
- Generating reports for the company and providing feedback from customers
- Working in different shifts if required
- Good knowledge of the organisation's products or service
- Excellent typing and database management skills - the ability to work with MS Office - and often to work with customised software packages that may be in use by the employer
- Communication skills and a pleasing manner to interact in person, over the telephone or via email with clients
- Patience to always deal politely and with empathy with customers, including those who are irate and make unreasonable demands.
Education
Bachelor of Science - Information Technology
Western Governors University
2026
High School Diploma -
Nuestros Simbolos
07.2015
Skills
- Data Entry and Maintenance
- Organization and Time Management
- MS Office
- Self-motivated professional
- Customer Data Confidentiality
- Computer Proficiency and Help Desk Support
- Patient and Empathetic
- Upselling Strategies
- Critical Thinking
- Strategic planning and scheduling skills
- Verbal and written communication skills
- Billing systems and software
- Claims Processing
Career Overview
Knowledgeable and dedicated bilingual customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Languages
Spanish
Native or Bilingual
Timeline
Billing Specialist- Call Center Bilingual Representative
Impact Health Sharing
01.2024 - Current
Help Desk Representative
Duplicating Products Inc.
01.2023 - 07.2023
Customer Service Call Center Representative
Synchrony Finanical
11.2021 - 12.2022
Customer Service Call Center Representative
Comcast
12.2020 - 10.2021
Leasing Agent
Taplin Development
11.2019 - 12.2020
Assistant Manager/Sales Associate
RDMM, FL
11.2016 - 08.2018
Bachelor of Science - Information Technology
Western Governors University
High School Diploma -
Nuestros Simbolos