Norma Medrano
San Antonio,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the medical/insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Customer Relations Specialist
Peyton Resource Group
09.2023 - 05.2024
- Receives, processes, and fulfills member service requests for life and health insurance policies through various member contact channels.
- Applies foundational member servicing techniques.
- Asks questions to discover key information and life events in order to understand the member's need, and documents relevant information.
- Recognizes member verbal cues and potential opportunities to meet the member’s need through a product or service.
- Encourages members to take action to address needs and opportunities.
- Supports enterprise business goals through the achievement of quality and member experience measures.
- Verify and provide info on members' medicare information.
Customer Service Representative
Ibex Global Solutions
12.2021 - 05.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Communicating with customers using phone, email and chat channels assisting with tax questions and concerns.
- Work quickly to provide tax preparation knowledge (but not tax advice) to the members.
Customer Care Advocate
Healthcare Support Staffing
10.2019 - 02.2020
- Respond to and resolve, on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider.
- Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
- Assist customers in navigating through other UnitedHealth Group websites.
Administrative Assistant
Cool Man A/c & Heating
08.2018 - 09.2019
- Understanding and satisfying customer requirements and exceeding their expectations by providing a high level of customer service to resolve issues in a timely manner
- General office duties include managing company calendar, answering telephone calls, routing calls, copying and faxing necessary documents.
- Scheduling and dispatching service, maintenance, and sales calls
- Bookkeeping / accounting functions as appropriate: Entering expenses, paying bills, creating sales receipts and invoices
- Maintain company calendar such as service calls, installs, etc.
- Sensitivity to confidential matters.
Education
High School Diploma -
South San Antonio High School
San Antonio, TXSkills
Multi-line phone talent
Complaint resolution
Paperwork Processing
Customer Relations
Schedule Management
Customer Service
Inbound Call Management
Stress Tolerance
Relationship Building
Attention to Detail
Timeline
Customer Relations Specialist
Peyton Resource Group
09.2023 - 05.2024
Customer Service Representative
Ibex Global Solutions
12.2021 - 05.2022
Customer Care Advocate
Healthcare Support Staffing
10.2019 - 02.2020
Administrative Assistant
Cool Man A/c & Heating
08.2018 - 09.2019
High School Diploma -
South San Antonio High School
Similar Profiles
Claire JowersClaire Jowers
Social Media Coordinator at PRG – Peyton Resource GroupSocial Media Coordinator at PRG – Peyton Resource Group
Norma DelunaNorma Deluna
Fraud Prevention and Detection Jr. at Peyton Resource Group/USAAFraud Prevention and Detection Jr. at Peyton Resource Group/USAA
Chester FernandezChester Fernandez
Registered Nurse - Neuro ICU at Ogrady Peyton InternationalRegistered Nurse - Neuro ICU at Ogrady Peyton International