Mariana Resendiz
Tempe
Summary
Experienced Customer Service Representative skilled in fostering client relationships and enhancing customer satisfaction. Strong team player with a positive attitude, committed to contributing to company success. Proven ability to cultivate partnerships and drive business growth through effective communication and rapport-building.
Overview
5
5
years of professional experience
Work History
Providers Assistance Customer service Rep
Wollborg Michelson Blue Cross Blue Shield Of AZ
Phoenix
09.2025 - Current
- Assisted members with inquiries about health plans and benefits.
- Resolved customer complaints and provided timely solutions.
- Resolved issues with knowledgeable and friendly service, enhancing customer satisfaction.
- Coordinated communication between providers and internal departments to streamline issue resolution.
- Resolved issues related to claims and reimbursements from providers.
- Processed claims efficiently using internal software systems.
- Maintained accurate records of member interactions and transactions.
- Communicated policy changes effectively to members and stakeholders.
- Documented interactions in the provider management system accurately.
- Developed relationships with new providers by providing guidance on how to use our systems, processes, and policies.
- Responded promptly to emails sent by providers concerning billing inquiries or other related matters.
- Analyzed system-generated reports to ensure timely claim submissions and accurate reimbursements.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Patient Service Representative
Arizona Diagnostic Radiology
Mesa
09.2023 - 02.2025
- Assisted patients with appointment scheduling and inquiries to enhance service delivery.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Maintained accurate patient records using electronic health record (EHR) systems for efficient data management.
- Collaborated with medical staff to streamline patient flow, resulting in reduced wait times in radiology department.
- Provided clear communication regarding procedures and insurance information to improve patient understanding.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Implemented process improvements that enhanced patient satisfaction through timely follow-ups and support.
- Trained new team members on front desk protocols and customer service best practices for improved efficiency.
- Implemented process improvements that enhanced patient satisfaction ratings through timely follow-ups and support.
- Addressed sensitive patient concerns with professionalism and empathy, fostering trust within clinic.
- Led initiatives to enhance workflow efficiency, resulting in smoother coordination between departments.
- Managed scheduling and administrative tasks for three medical offices: Neurology, Primary Care, and Specialty Pain Management.
- Acquired knowledge of prior authorization submission protocols to support patient treatment access.
- Coordinated all scheduling activities for high modality procedures to optimize patient appointments.
- Promoted to pet auditor & then later promoted to Patient service Rep (concierge) Team.
Warehouse Worker
Kroger
Tempe
09.2021 - 01.2023
- Operated forklifts and pallet jacks to efficiently move inventory throughout warehouse.
- Assisted in unloading trucks, verifying shipment accuracy, and organizing stock on shelves.
- Supported team in conducting regular inventory counts, ensuring accurate stock levels.
- Monitored product quality during packing process, identifying discrepancies for resolution.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Facilitated material handling by regularly lifting heavy items for efficient workflow.
- Contributed to achieving team goals with consistent punctuality, reliability, and adherence to established performance standards.
- Maintained an organized stockroom by labeling shelves and designating specific areas for different products.
- Managed incoming shipments effectively by inspecting goods for quality control purposes before storing them appropriately.
- Ensured accurate order fulfillment by cross-checking pick lists against packed items for consistency.
- Contributed to positive work environment by participating in team-building activities and initiating group projects.
Education
High School Diploma -
Tempe, AZHumanities & Science -
Tempe, AZSkills
- Electronic health records
- Appointment scheduling
- Insurance verification
- Billing procedures
- Patient communication
- Customer service excellence
- Customer complaint resolution
- Data management
- Process improvement
- Problem resolution
- Team collaboration
- Multitasking ability
- Attention to detail
- Time management
- Customer relations
Timeline
Providers Assistance Customer service Rep
Wollborg Michelson Blue Cross Blue Shield Of AZ
09.2025 - Current
Patient Service Representative
Arizona Diagnostic Radiology
09.2023 - 02.2025
Warehouse Worker
Kroger
09.2021 - 01.2023