Rebeca Guzman
West Haven
Summary
Experienced Call Center Supervisor and Operations Specialist with over a decade of progressive responsibility in customer service, billing support, healthcare scheduling, and team leadership. Proven ability to lead high-volume call center teams, manage escalations, improve performance metrics, and strengthen customer satisfaction. Skilled in workflow improvement, quality assurance, staff coaching, and compliance standards. Bilingual in English and Spanish with a strong commitment to service excellence and continuous improvement.
Overview
12
12
years of professional experience
Work History
Billing Specialist
XIFIN
North Haven
09.2025 - Current
- Manage high-volume inbound customer billing inquiries while maintaining accuracy, professionalism, and strong service standards.
- Resolve escalated billing disputes and account discrepancies by conducting detailed reviews and applying effective solutions.
- Collaborate with internal departments to ensure timely issue resolution, reduce repeat call volume, and improve customer satisfaction.
- Maintain detailed documentation of customer interactions while ensuring confidentiality and compliance with company procedures.
- Identify recurring billing concerns and recommend process improvements to support efficiency and call resolution performance.
- Resolved discrepancies between customers' remittances and invoices received.
Virtual Visit Telehealth Associate
Yale New Haven Health Urgent Care
10.2024 - 04.2025
- Resolved scheduling conflicts and patient concerns with a 98% resolution rate, directly enhancing patient experience scores.
- Acted as primary liaison between patients, providers, and technical support teams in a fast-paced remote environment.
Administrative Assistant / Sales Support Specialist
CMW Roofing & Siding
01.2022 - 04.2024
- Facilitated team scheduling and calendar management, improving efficiency and supporting cross-functional collaboration.
- Handled administrative documentation with a high degree of accuracy in a fast-paced remote setting.
Call Center Supervisor
Cornell Scott Hill Health Center
New Haven
01.2018 - 10.2021
- Supervised 20+ agents, improving call response time by 18% and maintaining a 95% patient satisfaction rate.
- Led EPIC training and quality assurance initiatives, reducing appointment errors by 30%.
- Streamlined procedures and escalations to optimize scheduling workflows and meet clinical standards.
Call Center Representative
Cornell Scott Hill Health Center
New Haven
09.2013 - 01.2018
- Provided front-line customer service and scheduling support while meeting productivity and quality performance standards.
- Assisted patients with appointment scheduling, referrals, and service questions while maintaining HIPAA compliance.
- Delivered empathetic service and consistently supported positive patient satisfaction outcomes.
Education
Bachelor's Degree - Business Management
Albertus Magnus College
Skills
- Call Center Management
- Team Leadership
- Escalation Handling
- Staff Training
- Quality Assurance
- Process Improvement
- Customer Service
- Billing Support
- Conflict Resolution
- EPIC
- Medical Terminology
- HIPAA Compliance
- Administrative Support
- RPM
- SQL
- Bilingual (English/Spanish)
Timeline
Billing Specialist
XIFIN
09.2025 - Current
Virtual Visit Telehealth Associate
Yale New Haven Health Urgent Care
10.2024 - 04.2025
Administrative Assistant / Sales Support Specialist
CMW Roofing & Siding
01.2022 - 04.2024
Call Center Supervisor
Cornell Scott Hill Health Center
01.2018 - 10.2021
Call Center Representative
Cornell Scott Hill Health Center
09.2013 - 01.2018
Bachelor's Degree - Business Management
Albertus Magnus College