Marlena Hernandez
Stockton,CA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions. Astute Call Center professional, delivering polished communication skills and great listening skills along with excellent multi-tasking skills and de-escalation skills learned from being trained in service excellence and from real life skills acquired through on the job experience. I'm self-motivated and true team player.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Blue Shield Of CA
Lodi, CA
2021.12 - Current
- Excelled at customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered incoming phone calls to articulate company core values to prospective members and to support current policyholders.
- Simultaneously utilized multiple programs while researching customer inquiries for resolution.
- Consulted with outside parties to resolve discrepancies and create expert solutions for customer satisfaction.
- Educated customers on plan benefits and medical policies while recommending prompt solutions.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Utilized deescalation skills by listening and showing empathy for customer's special circumstances while providing effective resolutions for customers needs.
- Answered average of 70 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Quickly and accurately answered customer questions and concerns, suggested effective solutions and resolved issues to increase customer satisfaction to 95%.
- Met customer call guidelines for service levels, handle time and productivity.
A/R -Customer Representative
Surgical Care Affiliates
Sacramento, CA
2020.03 - 2021.05
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Completed account accuracy by verifying all insurance payments and adjustments prior to sending customer statement.
- Consistently gave courteous customer service when communicating with customer.
- Processed payments, credit cards, checks, care credit and financial assistance applications for eligible customers.
- Offered customer options for short term payment plans, courtesy non-credit reporting long term payment plans with collection agency and financial assistance.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Translated and interpreted medical billing codes with strong accuracy to enable swift payment from insurance agencies.
- Adhered to established standards to safeguard patients' health information.
- Prepared accounts with past due balances after attempting to contact customer with in time frame and transferred those cases to collection agency.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Prevented financial delinquencies by working closely with managers to resolve billing issues before becoming unmanageable, down A/R over 90 days down by 50%.
Customer Service Representative
JL Teamworks/USCB America
Elk Grove, CA
2004.08 - 2020.03
- Delivered exceptional customer service on all calls while maintaining calm demeanor under challenging conditions.
- Effectively listened to customers concerns and addressed them with customers. Most often resulting in collecting payments on past due balances..
- Answered average of 150 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Adhered to established standards to safeguard patients' health information.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Engaged with customers over phone to answer questions and address complaints.
- Assisted with management, client relations staff, admin support and assisted interchangeably.
- Effective liaison between differential and internal departments.
- Completed annual training in Customer Support and Engagement, Effective listening, HIPPA and FDCPA guidelines and laws, and office policies and procedures.
- Maintained average of 95% of budget, awarded Employee of Month several times.
Education
Associate of Arts - Administrative Management
Humphreys College
Stockton, CA09.2001
Skills
- Efficient and Detail-Oriented
- Customer Data Confidentiality
- Data Entry and Maintenance
- Customer Account Management
- Issue and Complaint Resolution
- Active Listening
- Customer Service and Assistance
- Call Documentation
- Report preparation
- Administrative support
- Professional telephone demeanor
Timeline
Customer Service Representative
Blue Shield Of CA
2021.12 - Current
A/R -Customer Representative
Surgical Care Affiliates
2020.03 - 2021.05
Customer Service Representative
JL Teamworks/USCB America
2004.08 - 2020.03
Associate of Arts - Administrative Management
Humphreys College