Marisela Nolasco
Fillmore,California
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
27
27
years of professional experience
Work History
Customer Support Specialist
GetixHealth
Sugar Land, TX
06.2008 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Reduced call handle time, allowing for more customer inquiries to be resolved each day.
Quality Control Auditor
WMC Mortgage
Woodland Hills, CA
05.2001 - 08.2006
- Identified issues of non-compliance and elevated reports to senior personnel.
- Performed continuous random spot reviews of daily log pages, non-routine and work package contents for completeness, correct use of appropriate references and approved data.
- Reported problems and concerns to management.
- Inspected items and compared against standards to meet regulatory requirements.
- Reviewed production processes and identified potential quality issues.
Accounts Receivable Clerk
Apria Healthcare
Oxnard, CA
04.1997 - 06.2002
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Maintained up-to-date customer contact information, enabling effective communication regarding account status and payment inquiries.
- Provided exceptional customer service when addressing client inquiries about their account status or billing concerns, building strong, long-lasting relationships.
- Prepared billing statements and invoices for customer purchases and recorded transaction date, price and fees to support accuracy.
- Made outbound calls to vendors and customers to discuss and resolve account needs.
- Reduced outstanding account balances through diligent follow-up on overdue invoices and negotiating payment arrangements with clients.
- Responded to inbound inquiries regarding accounts and payments.
- Enhanced financial reporting accuracy by reconciling accounts receivable ledger with general ledger monthly.
- Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Entered figures using 10-key calculator to compute data quickly.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Managed complex problem-solving for upper management in order to complete projects on-time and within budget.
Education
Medical Billing
Adelante Charter School
Van Nuys, CA06.2008
Skills
- Complaint Handling
- Customer Relationship Management (CRM)
- CRM Software
- Call center experience
- Quality Assurance
- Sales Support
- Customer Response
- Payment Processing
- Customer service excellence
- Attention to Detail
- Microsoft Windows and Office
- Customer Service
- Teamwork and Collaboration
- Problem-Solving
- Collaborative Team Player
- Customer Communication and Empathy
- Database Management
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Support Specialist
GetixHealth
06.2008 - Current
Quality Control Auditor
WMC Mortgage
05.2001 - 08.2006
Accounts Receivable Clerk
Apria Healthcare
04.1997 - 06.2002
Medical Billing
Adelante Charter School