Marisa Esquivel
Cleveland,TX
Summary
I am a multi tasker who is a quick learner and can work in fast paced environment. I am responsible, motivated, and ready to take on new challenges. Customer-focused Retail Associate with solid understanding of retail dynamics and customer service standards. Experienced providing quality product recommendations and solutions to meet customer needs and exceed expectations. Committed to executing sales, service and customer experience initiatives driving strong sales.
Overview
9
9
years of professional experience
Work History
Bilingual CSR
Conviva Care Solutions
08.2024 - 08.2025
- Facilitated effective communication between English and Spanish-speaking clients to resolve inquiries and issues.
- Coordinated appointment schedules for multiple providers, ensuring optimal patient flow and resource allocation.
- Monitored appointment cancellations and reschedules, proactively communicating changes to patients and providers.
- Answered phone calls and answered questions from potential customers.
- Handled complaints and questions, and re-directed calls to other team members.
- Responded to patient inquiries to offer timely updates regarding referral status.
- Provided exceptional customer service, addressing patient concerns and inquiries regarding the referral process.
- Checked patient insurance, demographic, and health history to keep information current.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
Bilingual CSR
Aetna Medicaid
Houston, TX
11.2023 - 06.2024
- Resolved customer complaints and concerns in a timely manner.
- Submitted reports on customer feedback trends and performance metrics.
- Participated in team meetings to discuss best practices for responding to customer inquiries.
- Assisted customers in understanding their rights under applicable laws.
- Assisted customers in navigating the Medicare website, helping them to find the resources they needed.
- Followed up with customers via telephone or email to ensure that their needs were met.
- Maintained accurate records of customer interactions and transactions.
- Answered incoming calls from Medicare beneficiaries, providing them with information regarding their benefits.
- Monitored changes in regulations affecting Medicare services provided.
- Responded promptly to customer inquiries about coverage options, claims status, and other related topics.
- Responded to member questions regarding plan benefits and provisions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed strong relationships with customers by providing personalized assistance and support.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Medicare Customer Service Representative
Aetna, a CVS Health
10.2022 - 06.2023
- Delivered patient information, appointment results and insurance information to other office staff for reporting and billing purposes.
- Cooperated with Medicare, Medicaid and private insurance providers to establish relationships and resolve billing issues.
- Responded to member questions regarding plan benefits and provisions.
- Provided beneficiaries with information about plan benefits and eligibility determinations.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Collected deposits or payments and arranged for billing.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Increased customer satisfaction ratings 100% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
Bookkeeper
Esquivel Construction
Houston, TX
01.2017 - 10.2022
- Reviewed purchase documents and company receipts for reconciliation with statements.
- Prepared accurate financial reports each month by collecting, analyzing and summarizing account information.
- Maintained full compliance when executing and tracking bank reconciliations, A/P, invoicing, billing and collections.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Certified and processed payroll, electronic deposits and pay adjustments while distributing checks.
- Performed basic accounting, payroll and bookkeeping services to manage business operations.
- Helped businesses keep finances in order by managing accounting ledgers and recording journal entries.
- Documented transaction details to track and manage financial data.
- Received and recorded cash, checks and transfers.
- Prepared and processed payrolls.
- Handled bi-weekly payroll services for 10 employees.
Education
Medical Assistant - Medical Assisting
Medvance Institute
05.2009
GED -
Tegeler Career Center
01.2007
Skills
- Payroll liability and deductions
- Proficient in Adobe software
- Confidential document control
- Exceeding Customer Expectations
- Safety and Cleanliness Standards
- Payment Processing
- Computer Proficiency and Microsoft Office
- Strong Communication and Interpersonal Skills
- Customer Service
- Honest and Ethical
- Cash Handling
- Decision Making
- Detail-Oriented
- Credit Card Payment Processing
- Translation and Interpretation Services
- Courteous with Strong Service Mindset
- Call Documentation
- Verbal and Written Communication
- Understanding Customer Needs
- De-escalation Techniques
- Responding to Difficult Customers
- Eligibility Determination
- Medical Terminology
- Policy and Procedure Explanations
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Fluent in Spanish
- HIPAA Compliance
- Remote Office Availability
- Excellent Attention to Detail
- Inbound and Outbound Calling
- Time Management
- Policies and Procedures Adherence
- Call Volume and Quality Metrics
- Work Prioritization
- Computer Proficiency
- Schedule coordination
- Insurance verification
- Referral management
- Appointment confirmation
Timeline
Bilingual CSR
Conviva Care Solutions
08.2024 - 08.2025
Bilingual CSR
Aetna Medicaid
11.2023 - 06.2024
Medicare Customer Service Representative
Aetna, a CVS Health
10.2022 - 06.2023
Bookkeeper
Esquivel Construction
01.2017 - 10.2022
GED -
Tegeler Career Center
Medical Assistant - Medical Assisting
Medvance Institute