Marta Cedeno
Fort Worth,TX
Summary
Highly motivated and customer- focused professional with a proven track record in remote customer service roles. Skilled in handling routine inquiries, providing excellent communication and problem-solving, and delivering exceptional service. Adept at problem-solving and strong communication skills aimed at ensuring customer satisfaction and driving company growth.
Overview
11
11
years of professional experience
Work History
Lead Customer Service Agent
RemX, McKesson Specialty
Fort Worth, TX
01.2023 - Current
- Managed 80% of customer orders and inquiries through various channels, including phone, email, and in-person communication, prioritizing high-quality service delivery.
- Delivered exceptional customer service by actively listening to customer needs and providing appropriate solutions.
- Demonstrated utmost professionalism in handling customer information while maintaining strict confidentiality.
- Proactively strived to resolve customer issues during the initial interaction to enhance customer satisfaction.
Insurance Verification Specialist
Capgemini
Remote / Hybrid
01.2019 - 12.2022
- Communicated with customers in a clear, concise, and courteous manner, ensuring effective understanding and resolution.
- Communicated with insurance carrier, patient and third party or employer to verify patient insurance benefit.
- Responsible for handling routine customer service inquiries and problems via telephone, digital or chat channels through effective communication and problems solving skills.
- Resolved customer complaints and maintained a clean and organized checkout area.
- Achieved customer service goals and surpass customer expectations.
- Handled sensitive patient information in compliance with HIPAA regulations.
Customer Support Representative
Spectrum Technical Support Team
Dallas, TX
01.2014 - 12.2018
- Automated deposits, payments, and documentation reports, reducing production time by 75%
- Assisted over 100+ customers per day in a fast-paced, back-to-back call environment, demonstrating energetic engagement.
- Responded to customer inquiries about reward redemptions, customer information updates, card activations, payments, lost or stolen cards, statements, APR inquiries, and credit line increase/decrease requests.
- Utilized multiple systems to troubleshoot, respond to, and document customer inquiries.
Education
Medical Assistant -
Concorde Career College
Grand Prairie, TX05.2019
High School Diploma -
Bowie High School
Arlington, TX05.2013
Skills
- Excellent communication skills, written and verbal
- Proficient In
CRM/SAP/Zendesk
Salesforce systems and
Microsoft Word - Excellent attention to detail and accuracy In data entry and record keeping
- Flexible to change and procedures
- LiveChat Support
- Administrative Support
Error centification
- Ability to thrive in a fast-paced environment
- Ability to multi-task and manage time effectively
- Organized and detail oriented
- Phone Etiquette
- Escalation Handling
- Project management
- Typing speed of 80 wom
Timeline
Lead Customer Service Agent
RemX, McKesson Specialty
01.2023 - Current
Insurance Verification Specialist
Capgemini
01.2019 - 12.2022
Customer Support Representative
Spectrum Technical Support Team
01.2014 - 12.2018
Medical Assistant -
Concorde Career College
High School Diploma -
Bowie High School