Summary
Overview
Work History
Education
Skills
Timeline
Generic

Monica Regalado

American Canyon,CA

Summary

Bilingual dedicated Certified Medical Assistant seeking an externship to apply all of the skills attained. Skilled with technical, clerical, patient support and over 27 years of customer service. Strong interpersonal communication with talent effectively dealing with patients and staff alike.

Overview

22
22
years of professional experience

Work History

Customer Service Representative

PrO Unlimited Inc. For META
11.2021 - 03.2023
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Investigated and resolved customer inquiries and complaints quickly.

Customer Service Representative

Novacart USA
07.2013 - 11.2021
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Managed customer returns ensuring that the company's return policy is properly followed to avoid contamination.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
  • Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
  • 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.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Managed timely and effective replacement of damaged or missing products.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

Lead Financial Screener

Brookside Community Health Center
01.2001 - 06.2013
  • Collaborated with hiring managers to identify specific skill sets and qualifications essential for each job opening.
  • Assisted in the development of job descriptions, highlighting key responsibilities and requirements to attract qualified candidates.
  • Supervised 7 front desk representatives and 3 financial screeners
  • Verified patient insurances and pre-qualified patients for Presumptive Eligibility, Family pack, Gateway, Medi-cal, Every Woman Counts and other County and State Programs.
  • Assisted Patients in understanding their available healthcare options and assisted them in picking one that was right for them.
  • Processed patient copays, deductibles and sliding scale fees via cash, and credit cards.
  • Scheduled patient appointments and managed scheduling changes and cancellations.
  • Assisted doctors and other primary care providers with any necessary tasks assigned.
  • Maintained strict compliance with HIPAA standards and all patient confidentiality regulations.
  • Balanced Financial Screen cash log everyday
  • Effectively and calmly dealt with stressful situations and unhappy patients.
  • Covered vacant front desk and or financial screener spot.

Education

CMA - Medical Assisting

Vallejo Cal Regional
Fairfield, CA
02.2024

Associate of Arts - Liberal Studies

Contra Costa College
San Pablo, CA
05.2000

High School Diploma -

Middle College High School
San Pablo, CA
05.1999

Skills

Bilingual (Spanish)

Certified in Basic Life Support (BLS)

Phlebotomy

Medical Terminology

HIPPA Compliance

Medical Records Management

Wound Care and Irrigation

Specimens Collections and Processing

Scheduling

Patient Flow Management

Patient Assessments

Procedure Assistance

Problem Solving Abilities

Excellent Time Management Skills

Energetic Work Attitude

Knowledge of Insurances and State & County Programs

Data Entry/Data Collection

Positive and professional

Office Equipment Proficiency

Customer Service & Administrative Support

Computer Proficiency

Payment Collection

Call Center Operations

Team Management and Supervision

Multi-tasker

10-key Proficient

Calm, Level headed, courteous and compassionate

Timeline

Customer Service Representative

PrO Unlimited Inc. For META
11.2021 - 03.2023

Customer Service Representative

Novacart USA
07.2013 - 11.2021

Lead Financial Screener

Brookside Community Health Center
01.2001 - 06.2013

CMA - Medical Assisting

Vallejo Cal Regional

Associate of Arts - Liberal Studies

Contra Costa College

High School Diploma -

Middle College High School

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Monica Regalado