Michelle Ponce
Columbus
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Tracir Financial Services
Reynoldsburg
08.2022 - 11.2024
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Provided exceptional customer service to ensure customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
Front Desk Receptionist
Hampton Inn By Hilton
Pickerington
07.2021 - 07.2022
- Responded to customer inquiries via phone, email, and in person.
- Responded to customer complaints and addressed issues promptly and professionally.
- Ensured front desk area was well stocked with supplies such as stationary and brochures at all times.
- Maintained accurate records of occupied rooms, reservations and cancellations.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Balanced end of day accounts receivable totals against system generated reports for accuracy.
- Processed payments for guest accounts, accepted cash or credit cards as payment.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Checked in guests using established procedures, verified guest identification and credit card information.
- Handled telephone inquiries regarding availability of rooms, prices, facilities, directing calls accordingly.
Representative
Molina Healthcare
Columbus
08.2021 - 05.2022
- Generated monthly reports detailing progress made towards achieving goals set forth by management.
- Monitored clients' insurance coverages to ensure changing needs were met.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Prepared documents such as applications, contracts, endorsements, and riders related to health insurance policies.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Education
High School Diploma -
Pickerington High School North
Pickerington, OH05-2018
Skills
- Customer service
- Data entry
- Payment processing
- Record keeping
- Conflict resolution
- Document control
- Inbound and outbound calling
- Multitasking
- Organizational skills
- Call documentation
- Phone etiquette
- Claims processing
- Insurance verification
- Office organization
Languages
Spanish
Native/ Bilingual
Timeline
Customer Service Representative
Tracir Financial Services
08.2022 - 11.2024
Representative
Molina Healthcare
08.2021 - 05.2022
Front Desk Receptionist
Hampton Inn By Hilton
07.2021 - 07.2022
High School Diploma -
Pickerington High School North