Monica Puebla
3003 Colony Dr San Antonio,Texas
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Progressive Casualty Insurance
Remote
08.2023 - 03.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Continuum
07.2022 - 08.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Med D SSI-Customer Service as Silverscript/ CVS Caremark
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Benefit Representative
Walmart - Remote
04.2021 - 05.2022
- Monitored existing customer accounts for continued creditworthiness based on analysis of past performance and current information.
- Developed and maintained tracking process for plastics and cardholder agreements to support business objectives and projected credit card volumes.
- Recommended products and services to meet customers' credit card and banking needs.
- Made decisions and recommendations about extending lines of credit.
Provider Assistant CSR
BlueCross BlueShield / Staffing Agency
12.2019 - 12.2020
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Cash Application Specialist
Option Care
01.2018 - 08.2018
- Identified and communicated customer payment discrepancies and worked directly with collections team for research and resolution.
- Applied cash and wires to corresponding customer accounts based on remittance details provided by customers.
- Sorted payments into batches by segmenting each payment by business unit and scanning into database.
- Responded to customer concerns and questions on daily basis.
Member Services CSR
Centene Corp
08.2017 - 11.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.
Benefit Advocate
United Healthcare
12.2016 - 08.2017
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and in-person interactions.
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
- Observed strict procedures to maintain data and plan participant confidentiality.
Human Resource Manager/ Payroll Manager
Southeast Nursing and Rehab
09.2015 - 11.2016
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
- Maintained company compliance with local, state and federal laws, in addition to established organizational standards.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
Administrative Assistant
Excel Gymnastics
07.2013 - 03.2014
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
Education
GED -
Gary
San Marcos, TX2003
Skills
- Good Telephone Etiquette
- Decision-Making
- Flexible and Adaptable
- Data Entry
- Active Listening
- Customer Service
- Problem-solving abilities
- Call center experience
- Microsoft Office Suite
- Research
- Conflict Mediation
- Critical Thinking
Languages
Spanish
Limited Working
Timeline
Customer Service Representative
Progressive Casualty Insurance
08.2023 - 03.2024
Customer Service Representative
Continuum
07.2022 - 08.2023
Benefit Representative
Walmart - Remote
04.2021 - 05.2022
Provider Assistant CSR
BlueCross BlueShield / Staffing Agency
12.2019 - 12.2020
Cash Application Specialist
Option Care
01.2018 - 08.2018
Member Services CSR
Centene Corp
08.2017 - 11.2017
Benefit Advocate
United Healthcare
12.2016 - 08.2017
Human Resource Manager/ Payroll Manager
Southeast Nursing and Rehab
09.2015 - 11.2016
Administrative Assistant
Excel Gymnastics
07.2013 - 03.2014
GED -
Gary