Monica Corona
La Puente,California
Summary
Proven Service Representative at Kaiser Permanente, excelling in customer relations and database maintenance. Demonstrated ability to enhance customer satisfaction and maintain high service standards, fostering significant client relationships. Skilled in Microsoft Excel and adept at managing high-volume customer interactions efficiently. Achieved commendable service excellence, contributing to team goals and exceeding expectations with a strong work ethic and empathetic client engagement.
Overview
20
20
years of professional experience
Work History
Service Representative
Kaiser Permanente
05.2005 - Current
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than Number customers each day.
- Accepted payments and updated accounts with latest information.
- Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
- Participated in ongoing training programs to stay abreast of industry trends, emerging technologies, and best practices within the field of customer service.
- Scheduled appointment to resolve more complex issues.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided information about company products and services, and capitalized on upsell opportunities.
Education
Billing And Coding - Hospital Administration
Bryman College
Los Angeles, CA01.2005
Skills
- Customer support
- Customer relations
- Database maintenance
- Organization
- Schedule management
- Payment acceptance
- Service reporting
- Account updating
- Service recommendations
- Relationship building
- Customer service
- Computer proficiency
- Call center operations
- Microsoft Excel
- Call triaging
- Professional telephone demeanor
- Scheduling
- Appointment scheduling
- Payment processing
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Service Representative
Kaiser Permanente
05.2005 - Current
Billing And Coding - Hospital Administration
Bryman College