Monica Centeno
Gulf Breeze
Summary
Customer Service Representative with a proven track record of providing exceptional support and resolving customer inquiries. Skilled in maintaining a positive attitude, being reliable, and adhering to company regulations. Proficient in communication, problem-solving, and fostering positive relationships with both customers and colleagues. Throughout my career, I have consistently demonstrated the ability to enhance customer satisfaction and loyalty by providing attentive service and effectively resolving issues. Committed to team development, I actively share my knowledge and best practices in customer service operations to foster a collaborative, effective work environment.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Aspen Dental
Gulf Breeze
01.2023 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances, and effectively diffused tense situations.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provide exceptional customer service remotely by handling inbound calls, addressing patient inquiries, and assisting with appointment scheduling.
- Peer-to-peer coaching sessions with other colleagues.
- Host games for the team.
- Help with scripting posts to boost morale in hard times.
- Maintain an upbeat, professional, and motivated demeanor at all times.
- Strong attention to detail.
- Take appropriate and timely action in responding to concerns or personnel issues with other colleagues.
Dental Claims Processor
Eagles Benefits By Design
Gulf Breeze
10.2022 - 03.2024
- Adjudicate claims according to policy and contract requirements
- Research and problem solve
- Take phone calls from providers and members
- Enter claims as well as process claims with accuracy and completeness
- Verify insurance as well as adding members to policies
- Analyze claims for accuracy of coding and benefits, enter information into computer system
- Resolve discrepancies between insurance company and provider
- Research and respond to inquiries from provider, members, and insurance companies
- Interpret and explain insurance coverage, eligibility, and benefits to providers, members, and insurance companies
- Enter data into various systems to maintain provider directories, fee schedules, and other records related to dental claim processing
- Do other projects as assigned
Front Desk Receptionist
Affordable Dentures and Implants
San Antonio
06.2022 - 10.2022
- Facilitate communication between the patient and Doctor for treatment plans
- Maintain friendly and professional customer interactions
- Ensure patient satisfaction by providing exemplary customer service
- Answered customer inquiries and provided accurate information regarding products and services
- Mentored junior team members and managed employee relationships
- Utilized job-related software to prepare change of address records and issue service discontinuance orders
- Supported sales team members to drive growth and development
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly
- Developed strong relationships with customers by providing personalized assistance and support
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Adjusted bills and refunded money to resolve customers' service or billing complaints
- Updated system with order specifics and customer details, preferences, and billing information
- Provide exceptional customer service remotely by handling inbound calls, addressing patient inquiries, and assisting with appointment scheduling
- Attentiveness to details and effective communication while meeting daily deadlines accurately
- Respond to customer requests by fax and answer a multiple line phone system
- Manage calls by routing them to the proper extensions or taking messages and delivering them with our message system along with setting up conference calls as requested
- Responsible for data entry
- Updating patient information
- Treatment preferences
- Accepting deliveries and mail, organized them to distribute to the correct recipients using the office mailing system and ensure they get to the ship recipient in a timely manner while also managing outgoing mail and packages for pick up
- Serve as the face of the company offering friendly service to those entering the building or calling in on the phone
- Maintain reception area and keep it clean and free of clutter
- Maintains copies of the office schedule and make adjustments or cancel appointments when necessary
Dental Assistant
Coastal Periodontics
Fort Walton Beach
04.2021 - 06.2022
- Prepare patient
- Sterilize or disinfect instruments
- Set up instrument trays
- Prepare materials
- Assist dentist during dental procedures
- Expose dental diagnostic x-rays
- Record treatment information in patient records
- Assist dentist in management of medical or dental emergencies
- Take and record medical and dental histories and vital signs of patients
- Instruct patients in oral hygiene and plaque control programs
- Order and monitor dental supplies and equipment inventory
- Fabricate and fit orthodontic appliances and materials for patients
- Assist doctor with placing implants as well as hybrid denture
- Place soft reline and hard reline on denture cases
Dental Assistant
Affordable Dentures And Implants
04.2019 - 03.2021
- Prepare patient
- Sterilize or disinfect instruments
- Set up instrument trays
- Prepare materials
- Assist dentist during dental procedures
- Expose dental diagnostic x-rays
- Record treatment information in patient records
- Assist dentist in management of medical or dental emergencies
- Instruct patients in oral hygiene and plaque control programs
- Order and monitor dental supplies and equipment inventory
Dental Assistant
Sunrise Family Dental
San Antonio
03.2019 - 04.2019
- Make impressions for study casts
- Prepare patient
- Sterilize or disinfect instruments
- Set up instrument trays
- Prepare materials
- Assist dentist during dental procedures
- Expose dental diagnostic x-rays
- Record treatment information in patient records
- Assist dentist in management of medical or dental emergencies
- Instruct patients in oral hygiene and plaque control programs
- Order and monitor dental supplies and equipment inventory
Student Intern, Dental Assistant
Aguirre Family Dental
01.2019 - 03.2019
- Expose and develop x-ray film
- Maintain dental equipment and sharpen and sterilize dental instruments
- Conduct dental health clinics for community groups to augment services of dentist
- Prepare patient
- Sterilize or disinfect instruments
- Set up instrument trays
- Prepare materials
- Assist dentist during dental procedures
- Expose dental diagnostic x-rays
- Assist dentist in management of medical or dental emergencies
- Take and record medical and dental histories and vital signs of patients
- Record treatment information in patient records
Education
Dental Assistant -
Texas Dental Assisting Academy
San Antonio, Texas01.2019
Skills
- Dental claims
- Insurance processing
- Customer service
- Data entry
- Patient care
- Dental procedures
- Appointment scheduling
- Communication
- Team Collaboration
- Customer Advocacy
- Call handling
- Attention to detail
- Conflict resolution
- Team collaboration
- Dependable and responsible
- MS word, excel, and outlook
- Effective communication
Languages
- English, Native
- Spanish, Highly proficient
Timeline
Customer Service Representative
Aspen Dental
01.2023 - Current
Dental Claims Processor
Eagles Benefits By Design
10.2022 - 03.2024
Front Desk Receptionist
Affordable Dentures and Implants
06.2022 - 10.2022
Dental Assistant
Coastal Periodontics
04.2021 - 06.2022
Dental Assistant
Affordable Dentures And Implants
04.2019 - 03.2021
Dental Assistant
Sunrise Family Dental
03.2019 - 04.2019
Student Intern, Dental Assistant
Aguirre Family Dental
01.2019 - 03.2019
Dental Assistant -
Texas Dental Assisting Academy
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