Patricia Duenas
Plano
Summary
Bilingual Member Service Representative with proven expertise in CRM, issue resolution, and effective communication. Committed to enhancing customer satisfaction and driving retention through prompt and professional service.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Member Service Representative Bilingual
S3 Share Services Solutions
Baltimore, MD
06.2025 - Current
- Addressed customer account inquiries and processed transactions, ensuring a seamless experience and fostering retention.
- Investigated and resolved customer issues promptly, contributing to a positive service experience.
- Executed accurate documentation processes to ensure compliance with federal regulations across a range of banking transactions.
- Resolved customer banking inquiries and needs through effective communication and problem-solving strategies.
- Managed over 80 customer call per day.
Member Advocate Bilingual
UnitedHealth Group
Minneapolis, MN
02.2022 - 05.2024
- Addressed member inquiries to enhance satisfaction through timely and effective issue resolution.
- Efficiently managed patient inquiries by providing clear guidance on billing, insurance, and appointment scheduling processes.
- Educated patients on healthcare services and procedures to enhance understanding and satisfaction.
- Executed high-volume call operations while demonstrating professionalism and empathy in all patient communications.
- Streamlined processes for addressing healthcare-related inquiries, resulting in improved patient satisfaction and experience.
Relationship Manager
Bank of America
Charlotte, NC
08.2007 - 02.2022
- Managed client relationships, ensuring satisfaction and retention through personalized service.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Boosted client portfolio growth, identified cross-selling and upselling opportunities through detailed needs analysis.
- Achieved high levels of client satisfaction through meticulous attention to client needs and preferences.
Education
High School Diploma -
Los Angeles City College
Los Angeles, CASkills
- Financial services expertise
- Customer relationship management (CRM)
- Microsoft Office proficiency
- Issue and complaint resolution
- Effective inbound communication
- Proficient in Spanish
- Microsoft Office proficiency
- Remote work capability
- Prioritization and multitasking
- Proficient in computer applications
- Strong time management abilities
Certification
- Texas Property & Casualty License
Languages
Spanish
Native or Bilingual
Timeline
Member Service Representative Bilingual
S3 Share Services Solutions
06.2025 - Current
Member Advocate Bilingual
UnitedHealth Group
02.2022 - 05.2024
Relationship Manager
Bank of America
08.2007 - 02.2022
High School Diploma -
Los Angeles City College