Michaela Garcia
Houston,TX
Summary
Desire to take on a new challenging role involving the development of effective strategies and the maintenance of cost controls. Strong record-keeping and planning skills. Proficient in the use of industrial material circulation equipment. Through communication and coordination skills, establishes positive relationships with carriers and representatives. Recognized for motivating management team members to achieve their goals and fostering innovative work environments. Experienced in technical writing, recordkeeping, and interdepartmental coordination. Overall morale and productivity are boosted by experience in policy development and staff management procedures. To increase efficiency, develop and implement innovative transportation and distribution procedures.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Harris County Toll Road Authority
02.2025 - Current
- Resolved customer inquiries efficiently, ensuring a positive experience and high satisfaction rates.
- Assisted in processing toll transactions accurately, enhancing workflow efficiency.
- Educated customers on toll road policies and procedures, improving compliance and understanding.
- Collaborated with team members to streamline operations, reducing response times for customer queries.
- Mentored new staff on system usage and best practices, fostering a knowledgeable team environment.
- Analyzed recurring issues in customer feedback, implementing solutions to enhance service delivery.
- Led initiatives to improve process accuracy in transaction handling, minimizing errors significantly.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Adjuster
Molina Healthcare of Texas
01.2024 - 06.2024
- Submitted claims and started the damage appraisal process to make the claims process easier for policyholders.
- Provided primary customer support to internal and external customers in a fast-paced environment.
- Examined claim forms and other records to determine insurance coverage.
- Encouraged policyholders to submit referrals to expand my client base.
- Identified insurance coverage limitations with a thorough examination of claims documentation and related records.
- Gathered and tracked evidence in support of legal processes.
- Took incoming phone calls and explained the value of the product to potential customers while also providing support to current policyholders.
- Started making outbound calls to customers to review policy reviews and late payments in order to avoid coverage lapses.
- Analyzed the data gathered during the investigation and wrote a report with my findings and recommendations.
- Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Took incoming phone calls and explained the value of the product to potential customers while also providing support to current policyholders.
- Started making outbound calls to customers to review policy reviews and late payments in order to avoid coverage lapses.
- Verified and updated customer contact information to build and maintain an accurate customer database.
Office Assistant
Premier Medical Resources
04.2020 - 11.2020
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted in training new staff members on medical billing software, processes, and procedures for seamless integration into the team.
- Reduced errors in medical billing by meticulously reviewing patient records and ensuring accurate coding.
CSR Inbound Agent
Foundever (Sitel)
04.2022 - 12.2023
- Identified
- Handle inbound call center sales calls from existing and prospective client customers
- Identifies customers’ health insurance needs
- Gathers customer information, solves problems
- Educates and answers questions from customers regarding coverage, rates, billing issues and general policy reviews
- Advance your career by completing a simple pre-licensing course and pass the applicable resident state exam for Life, Accident & Health Insurance
- Act as an empathetic consultant to the customers, encouraging and educating while offering assistance to their account issues and concerns
- Schedule appointments with interested customers based on my schedule.
Tier 1 Tech Support
Empereon-Constar
12.2018 - 12.2021
- Patched software and installed new versions to eliminate security issues and protect data.
- Assisted in the deployment of release fixes by working with the software development team on reported errors and bugs in newly released software.
- Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
- Multi-tasked by searching data bases, conversing with team leads and other departments, and taking notes all while providing world-class phone service to clients.
- Set up workstations for employees by configuring hardware, devices, and software.
- Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
- Instrumental in improving overall team performance through positive feedback, peer-to-peer coaching, and training.
Education
High School - undefined
Dobie High School
Houston, TXNursing Science
San Jacinto College South
Houston, TXSkills
- Customer service
- Communications
- MS Office
- Organization
- Team management
- Project organization
- First Aid/CPR
- Team building
- Problem resolution
Timeline
Customer Service Representative
Harris County Toll Road Authority
02.2025 - Current
Customer Service Adjuster
Molina Healthcare of Texas
01.2024 - 06.2024
CSR Inbound Agent
Foundever (Sitel)
04.2022 - 12.2023
Office Assistant
Premier Medical Resources
04.2020 - 11.2020
Tier 1 Tech Support
Empereon-Constar
12.2018 - 12.2021
High School - undefined
Dobie High School
Nursing Science
San Jacinto College South