Melissa Gonzalez-Avila
Forest Park,GA
Summary
Personable, friendly and solution-oriented professional with several years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.
Overview
8
8
years of professional experience
Work History
Advisor
Nelnet Student Loan Services
Lincoln, NE
12.2023 - Current
- Answered inquiries from customers regarding investments.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Maintained detailed records of customer interactions and transactions for future reference.
- Developed effective working relationships with team members across multiple departments.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Maintained high levels of professionalism while interacting with customers via phone.
- Maintained accurate records of customer interactions for future reference.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Performed outbound calling campaigns
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Maintained records of customer interactions, transactions, comments and complaints.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Consulted with customers to resolve service and billing issues.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Updated customer accounts, addresses and contact information within call management databases.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address problems.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Offered resolutions to de-escalate calls and solve customer issues.
Lead Front Desk Patient Coordinator
kids dental
riverdale, GA
02.2016 - 10.2023
- Greeted every visitor with friendly smile and immediate offer of knowledgeable assistance
- Collected credit card information for transactions and posted charges for customers
- Represented brand and upheld high standards of quality and service
- Interviewed patients to complete documents, case histories and forms
- Delivered excellent customer service and facilitated development of patient and clinician relationships
- Kept anxious patients calm by explaining upcoming procedures and answering questions
- Scheduled and confirmed patients for diagnostic appointments, consultations and procedures
- Answered phone calls throughout the day to provide information, set appointments and take messages
- Issued intake and new patient forms, office policies, and legally-required documents
- Safeguarded confidentiality of patient information by consistently following patient protection standards
- Completed insurance and other claim forms
- Communicated billing requirements and limitations to patients prior to service
- Collected missing information from patients to successfully appeal denials
- Posted payments made by patients and insurance companies against medical liabilities
- Handled high volume of Medicaid and private insurance policies and claims with strong attention to detail.
Education
Esthetician -
Legends Beauty and Barber School
Atlanta, GA10.2022
Bachelor of Science, Dental Health Administration -
United Education Institute
Morrow, GA12.2015
Skills
- Unparalleled Customer service skills
- Front desk management
- Transaction processing
- Friendly, confident communicator
- Confident using multiline phone system
- Multitasking
- Outstanding ability to work well with a team
- Communication with digital software
- Trainable
- Client Engagement
- Billing and Invoicing
- Operations Support
- Telephone Etiquette
- Information Gathering
- Documentation Management
- Quality Assurance
- Database entry
- Team Support
- Client Relationships
- Administrative Support
- Research abilities
Languages
- Spanish
- Bilingual
Languages
Spanish
Full Professional
Timeline
Advisor
Nelnet Student Loan Services
12.2023 - Current
Lead Front Desk Patient Coordinator
kids dental
02.2016 - 10.2023
Esthetician -
Legends Beauty and Barber School
Bachelor of Science, Dental Health Administration -
United Education Institute