Monique Galindo
San Antonio
Summary
Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions.
Overview
11
11
years of professional experience
Work History
Senior Customer Service Representative Lead
Optum, United Health Group
2024.02 - Current
- Served as an escalation point for complex or high-priority cases, utilizing advanced problem-solving skills to achieve favorable outcomes for both the company and providers.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Assisted management with developing strategies while striving toward continuous improvement of services provided.
- Delivered comprehensive training sessions for new hires, ensuring they were equipped with the necessary skills and knowledge to excel in their roles.
- Utilized analytical skills to assess call center metrics and identify trends, making recommendations for improvements based on data analysis.
- Developed a reputation for providing exceptional levels of support and service, resulting in numerous commendations from both customers and colleagues.
- Managed a team of customer service representatives, providing ongoing support and coaching to improve performance metrics.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Recognized as a top performer consistently meeting or exceeding key performance indicators related to call handling time, first-call resolution rates, and customer satisfaction scores.
Senior Customer Service Representative
Optum, UnitedHealth Group
2021.11 - 2024.02
- I Maintained a average of 50-70 calls daily providing claims status or creating disputes.
- Maintained work metrics throughout my career
- Y-corded and assisted in coaching co-workers to help maintain there metrics.
- Provided providers with proper billing recommendations and requirements per Medicare/CMS guidelines.
- Researched and rapidly resolved provider conflicts to maintain key accounts.
- Detailed payment options and explained payments, receipt and billing details to providers.
Billing Coordinator
AIM SP Dental
2018.06 - 2021.11
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Updated documentation, reports and spreadsheets with financial information.
- Answered telephone and in person inquiries with friendly demeanor and full knowledge of billing department processes.
- Maintained detailed understanding of insurance plans and company requirements.
- Entered details into accounts and tracked payments.
- Performed billing, collection and reporting functions for office generating over $1 million annually.
- Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments.
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
- Performed targeted collections on past due accounts aged over 90 days.
- Oversaw daily operations for billing department handling $100,000-200,000 per month in payments.
- Completed appeals of denied claims on patient bills.
- Worked effectively to maintain all bills were kept up to date for the company.
Dental Assistant/Front Desk Receptionist
Tooth Transitions Pediatric Dentistry
2016.01 - 2018.05
- Scheduled appointments, prepared bills and received payment for dental services by completing insurance forms, verifying insurance information and maintaining records.
- Managed office schedules and calendars to coordinate administrative planning and execution.
- Typed patient data into computer system using EagleSoft/Dentrix Ascend while following privacy laws and maintaining high level of accuracy.
- Performed general/pediatric chair-side duties for general dentistry, Cosmetic, endo procedures and oral surgery.
- Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges and other dental prosthetics.
International Move Coordinator
North American
2014.08 - 2016.01
- Worldwide moving company, Connected with customers and other ward locations via email and telephone to schedule overseas moves of home goods and cars.
- Create move dates with co workers and the customers, Schedule labor crews, Perform background checks on every laborer, Document all conversations and labor files.
- Create and update Excel spreadsheets to document cost of move charges, Weight of shipments and inspection of items being moved. Enter claims received into the database.
Call Center Customer Service Representative
National Grid
2013.07 - 2014.08
- Answered over 100 calls per shift to meet fast-paced call center demands.
- Detailed payment options and transferred customers accounts when they would relocate.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Responded to customer comments and questions during shifts.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling electricity services.
Education
Associate of Science - Dentistry
North East Lakeview
San Antonio, TX08.2015
High School Diploma -
Madison High School
San Antonio, TX06.2013
Skills
- Customer Satisfaction
- Call center experience
- Dispute Resolution
- Task Delegation
- Dental & medical billing experience
- Insurance Knowledge
- Escalation management
- Financial Management
- Staff Monitoring
- Team coaching
- De-Escalation Techniques
Timeline
Senior Customer Service Representative Lead
Optum, United Health Group
2024.02 - Current
Senior Customer Service Representative
Optum, UnitedHealth Group
2021.11 - 2024.02
Billing Coordinator
AIM SP Dental
2018.06 - 2021.11
Dental Assistant/Front Desk Receptionist
Tooth Transitions Pediatric Dentistry
2016.01 - 2018.05
International Move Coordinator
North American
2014.08 - 2016.01
Call Center Customer Service Representative
National Grid
2013.07 - 2014.08
Associate of Science - Dentistry
North East Lakeview
High School Diploma -
Madison High School
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