Patricia Bonilla
Independence,MO
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in roles with high-volume customer demands.
Overview
34
34
years of professional experience
Work History
Sr. Customer Care Representative
Government Employees Health Insurance Company
Lee's Summit, MO
05.1999 - Current
- I started with the company as a benefit verification representative. I trained and moved up to also include Claims Inquiry. I moved up again by training to take pharmacy benefit and dental plan calls. I then accepted a position as a Customer Care Lead in the department working on the supervisory staff.
- I monitored calls, met with individuals on calls, met with supervisory staff in meetings to discuss goals of the department. Led a few topics in quality fairs to teach the representatives on procedures.
- I was nominated by my management as one of Kansas City's number one Customer Service Representative. This included other candidates from other companies in the Kansas City area.
- Traveled one year to San Antonio, TX to do a health fair for our company to answer questions at our booth and to pass out materials for our company..
- Worked overtime hours volunteering to assist the Appeals Department and the Provider Records Department to help with backlog.
Sales Manager
Holiday Inn Hotel Sports Complex
Kansas City, MO
03.1997 - 05.1999
- Established relationships with key clients, while maintaining existing customer base.
- Cold calls and visits to companies to earn business at the hotel. We had meeting rooms and catering to meeting companies needs.
- Started out as the Sales and Catering Secretary and was promoted to Sales Manager
Office Manager
KCNW Radio
Kansas City, KS
06.1990 - 09.1992
- Started as the receptionist for the radio station.
- Promoted to the Executive Secretary to the Vice-President of Marsh Broadcasting at the radio station. I used a sales program to keep track of 5 sales people and their goals and achievements.
- Promoted to Office Manager. I handled the payroll for the employees. I took care of the hiring of the receptionist position, handled accounting with advertiser accounts.
Education
Some College (No Degree) - Business Administration
Hamilton Business College/National Business Inst.
Independence, MO10-1987
High School Diploma -
Berean Christian Academy
Kansas City05-1982
Skills
- Customer Segmentation
- Coaching and Mentoring
- Meeting facilitation
- Team motivation
Affiliations
- I enjoy scrapbooking and going to the beach with family.
Accomplishments
- I was clocked at typing 102 WPM with only 2 errors.
References
References available upon request.
Timeline
Sr. Customer Care Representative
Government Employees Health Insurance Company
05.1999 - Current
Sales Manager
Holiday Inn Hotel Sports Complex
03.1997 - 05.1999
Office Manager
KCNW Radio
06.1990 - 09.1992
Some College (No Degree) - Business Administration
Hamilton Business College/National Business Inst.
High School Diploma -
Berean Christian Academy
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