Michelle Ual
Round Rock,TX
Summary
Experienced professional in call center operations and client relationship management, recognized for enhancing service quality and customer satisfaction through effective communication and teamwork. Proven ability to resolve customer inquiries across multiple channels, ensuring a seamless experience. Skilled in CRM documentation and process improvement, committed to supporting team objectives and optimizing service delivery.
Overview
33
33
years of professional experience
Work History
Contact Center Specialist
Baylor Scott & White Health
Round Rock, Texas
06.2022 - 01.2026
- Resolved customer inquiries and complaints through phone, email, and chat support.
- Identified customer needs and delivered tailored solutions, enhancing satisfaction and loyalty.
- Utilized software programs to efficiently address customer needs.
- Maintained professionalism while efficiently managing high call volumes to ensure timely support.
- Documented interactions in CRM for enhanced tracking accuracy.
- Collaborated with team to share insights, contributing to improved service quality and customer experience.
- Followed established scripts for consistent client communication.
- Participated in training sessions to enhance product knowledge and service skills.
Sales Manager
EMU Management Company
Santa Clarita, California
01.2014 - 06.2020
- Resolved customer complaints related to sales and service to improve satisfaction.
- Built relationships with key clients to strengthen loyalty and retention.
- Conducted training sessions for new hires on effective sales techniques and product knowledge.
- Oversaw inventory management, ensuring product availability for sales initiatives.
- Facilitated regular team meetings to communicate objectives and share best practices.
Insurance Verification Specialist
T. F Chen, D.D.S
Glendale, California
08.1992 - 01.2002
- Communicated with insurance providers to secure treatment authorizations.
- Reviewed patient files for accurate insurance coverage details.
- Verified patient insurance information prior to scheduling dental procedures.
- Coordinated with dental staff to resolve insurance-related inquiries.
- Processed claims submissions and monitored status across multiple systems.
- Resolved discrepancies between patients and insurance companies to ensure accurate billing.
- Educated patients on available benefits and coverage options to enhance understanding of insurance policies.
- Maintained organized records of insurance verifications and communications to streamline future inquiries.
Education
Associate of Science - Vocational Nursing
Glendale Community College
Glendale, California, CA05-1994
Associate of Arts - Mass Communication
Maryknoll College
Manila, Philippines03-1991
Skills
- Customer service
- CRM management
- Call handling
- Problem resolution
- Client relationship management
- Team collaboration
- Process improvement
- Active listening
- Data entry accuracy
- Effective communication
- Conflict resolution
- Training development
- CRM software
- Script adherence
- Appointment scheduling
- Inbound phone calls
- Proficiency in Epic System
- Customer communications
- Call center operations
- Inbound phone call management
- Call documentation skills
- Insurance verification
- Coverage analysis
- Authorization coordination
- Claims processing
- Attention to detail
- Prior authorization processing
- Deductible & co-pay calculation
- HIPAA compliance
- Medical terminology
- Patient appointment coordination
- Office management
- Documentation review
References
References available upon request.
Timeline
Contact Center Specialist
Baylor Scott & White Health
06.2022 - 01.2026
Sales Manager
EMU Management Company
01.2014 - 06.2020
Insurance Verification Specialist
T. F Chen, D.D.S
08.1992 - 01.2002
Associate of Science - Vocational Nursing
Glendale Community College
Associate of Arts - Mass Communication
Maryknoll College