Nydia Gonzalez
Summary
Motivated individual with extensive experience in customer service. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
37
37
years of professional experience
Work History
Customer Service Representative
Newly Weds Food
05.2022 - Current
- Assist customers in placing accurate orders by phone, or online.
- Handle complaints, concerns, or special requests with patience and professionalism.
- Input and process customer orders accurately in the system.
- Ensure orders meet dietary restrictions, allergy requirements, or customization requests.
- Coordinate with staff to communicate customer needs clearly.
- Verify accuracy of completed orders before delivery or pickup.
- Update customers on order status, delays, or changes.
- Relay product availability or substitutions when items are out of stock.
- Address customer complaints regarding food quality, service, or wait times.
- Offer appropriate solutions such as replacements
- Escalate complex issues to supervisors or managers when necessary.
- Handle returns, or exchanges in compliance with company procedures.
- Maintain accurate records of orders, complaints, and resolutions.
- Document customer feedback and recurring issues.
- Collaborate with other staff members to maintain efficient workflow.
- Build positive relationships with repeat customers.
Registrar Lead
Amita Health St. Mary and Elizabeth Medical Center
09.2017 - 05.2022
- Register patients for all services (Physical Therapy, Occupational Therapy, Speech Therapy)
- Ensuring patient demographics and account information is appropriate for patient account type as determined by patient's visit.
- Responsible for clearly explaining authorizations/pre-certifications, and/or benefit memos on patient accounts to ensure expeditious billing and to protect the financial standings.
- Ensure integrity of patient accounts by working error reports daily, entering accurate data, and documenting all attempts made to collect and/or obtain missing documentation.
- Meets or exceeds upfront collection standard goal assigned to location of responsibility
- Performs eligibility and benefits verification and re-verification applicable to patient's visit.
- Uses utmost caution that authorizations and pre-certifications are correct and as accurate as possible to avoid rejections and/or denials.
- Maintains a current and thorough knowledge of utilizing online eligibility and pre-certification tools made available
- Process insurance co-pay
- Setting up appointments for all services (Physical Therapy, Occupational Therapy, Speech Therapy)
- Communicate with Orthopedic Surgeon concerning patient's appointments
- Authorizations and resolving patient issues
Certified Pharmacy Technician
Omnicare Long Term Care Pharmacy
03.2016 - 08.2017
- Communicate directly with doctor's office via telephone, fax and email
- Complete prior authorizations
- Fill Prescriptions
- Medicare Medicaid & Insurance claims processing
- Billing Adjuster
- Managing assigned queues
- Follow-up with prescription plan on submitted prior authorization
Customer Service
UV Process Supply
10.2015 - 03.2016
- Answer inbound phone calls and answer client's inquiries
- Receive and process telephone and faxed orders; provided pricing and quotes
- Maintain customer records by updating account information
- Assist in accounts receivables collecting payment
- Switchboard and filing
- Provide proof of delivery
Customer Service
Sparrer Sausage Company
03.2009 - 02.2012
- Answer inbound phone calls and answered client's inquiries
- Maintain customer records by updating account information
- Receive and processed telephone and faxed orders; provided pricing and quotes
- Arrange orders for delivery or pick up
- Switchboard and filing
- Up-sold and recommended products and services
- Assist in accounts receivables collecting payment
- Provide proof of delivery
Customer Service/Inside Sales
Stockyards Packing Company
08.2006 - 02.2009
- Answer inbound phone calls and answer client's inquiries
- Maintain customer records by updating account information
- Receive and process telephone and faxed orders; provide pricing and quotes
- Perform billing and reconciling of accounts
- Switchboard and filing
- Up-sold and recommended products and services
- Provide proof of delivery
- Assist accounts receivables collecting payment
Senior Teller
LaSalle Bank
06.2005 - 08.2006
- Open and close customer accounts by recording account information
- Process deposits and withdrawals
- Balance end of the day transactions for drawer and coin machine
- Up-sold and recommended products and services
Customer Service/Key Account Representative
Magid Glove & Safety Mfg. Company
06.1991 - 06.2005
- Answer phones and open new accounts by recording account information
- Receive and process telephone, written, faxed, internet and EDI customer orders
- Arranged orders for delivery or pick up
- Maintain customer records by updating account information
- Investigate and resolve customer concerns and complaints
- Issue credits and handle billing and reconciling of accounts
- Up-sold and recommend products and services
- Assist in accounts receivables collecting payment
- Train new hire
- Provide proof of delivery
Senior Teller
Liberty Bank
09.1988 - 06.1991
- Open and closed customer accounts by recording account information
- Maintain customer records by updating account information
- Process deposits and withdrawals
- Balance end of the day transactions for drawer and coin machine
- Up-sold and recommended products and services
- Trained new hires
- Process night deposit
Education
Pharmacy Technician School -
Pharmacy Technician School
Chicago, IL01-2025
High School - undefined
Carl Schurz High School
Chicago, IL01.1989
Skills
- Windows
- AS400
- CPAR
- EDI
- ASPEN
- EPIC
- Microsoft Office
- Outlook
- Excel
- Bilingual Spanish/English
- Email management
- Client relationship management
- Data entry
Languages
Spanish
Native or Bilingual
Qualifications
- Customer Service
- Product Knowledge
- Quality Focus
- Cash Handling
- Problem Solving
- Documentation Skills
- Listening & Phone Skills
- Analyzing Information
- Multi-Tasking
- Switch Board
- Calculator
- Faxing
- Copier
- HIPPA Trained
- Billing
- Authorizations and Approvals
- Credit Payments and Reimbursement
- Maintained Therapy Equipment (Hydrocollator Temperature/Log)
Timeline
Customer Service Representative
Newly Weds Food
05.2022 - Current
Registrar Lead
Amita Health St. Mary and Elizabeth Medical Center
09.2017 - 05.2022
Certified Pharmacy Technician
Omnicare Long Term Care Pharmacy
03.2016 - 08.2017
Customer Service
UV Process Supply
10.2015 - 03.2016
Customer Service
Sparrer Sausage Company
03.2009 - 02.2012
Customer Service/Inside Sales
Stockyards Packing Company
08.2006 - 02.2009
Senior Teller
LaSalle Bank
06.2005 - 08.2006
Customer Service/Key Account Representative
Magid Glove & Safety Mfg. Company
06.1991 - 06.2005
Senior Teller
Liberty Bank
09.1988 - 06.1991
High School - undefined
Carl Schurz High School
Pharmacy Technician School -
Pharmacy Technician School
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