Rebecca Plaza
Houston,TX
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
33
33
years of professional experience
Work History
Front Office/Receiving/Data Entry
AADFW, Inc.
07.2017 - Current
- Answer inbound calls & direct calls accordingly to clients needs.
- Accurately perform data entry of lab results into the Alpha software.
- Scan and e-mail completed certificates to clients.
- Assist receiving with greeting drivers.
- Maintained strict adherence to deadlines, successfully delivering reports on time without compromising quality.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Customer Service Representative
H9 Water
01.2015 - 09.2016
- Answer inbound calls - Assisted customers with placing new orders, providing order status and maintenance of recurring orders through software Firestorm.
- Worked with H9 sales representatives answering basic commission questions.
- Responded to Tickets and Customer Support E-mails submitted by customers and sales representatives to answer questions and resolve any issues.
- Performed credit card refunds through Propay and maintenance in Firestorm for any canceled orders.
- Created and updated various shared excel spreadsheets using Microsoft 365 Excel online.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Member Service
CGI
08.2013 - 09.2014
- Answer inbound calls for Kentucky Health Cooperative – Worked with policyholders, sales agents and medical providers answering questions on plans, claims, and explanation of benefits.
- Assisted new hires on the floor with questions and handling escalated calls.
- Researched and processed outstanding Member Service tickets in various workflows.
- Analyzed information necessary for processing requests from policyholders and medical providers through contact us on website.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Developed and maintained courteous and effective working relationships.
Clerical Assistant /Benefits Specialist / Customer Service/ Billing Specialist
United Service Association for Health Care
08.1993 - 08.2013
- Efficiently posted credit card batch payments through our payment processer Authorize.Net and submitted daily ACH file to the bank for our EFT drafts.
- Processed member cancellations, issued credit card refunds through Autorize.Net, and updated customer personal information including payment information in AS400.
- Maintained daily reports for various job functions including billing, benefit packages, and reconciliation of gift certificate orders.
- Data entry new member’s applications.
- Assisted in creating and printing USA+ Membership Cards.
- Processed credit card payments through credit card terminal for Gift Certificate orders.
- Packaged and mailed gift certificate orders and performed monthly inventory and reconciliation.
- Answered inbound calls to assist customers, agents, providers with billing questions and benefit information.
- Worked aside Benefit Manager assisting our providers and members.
- Used AS400 to set up Plan Codes, Benefit package and testing.
- Assisted with daily tasks and special projects.
- Performed various tasks to assist managers including data entry, filing, copying, faxing, scanning documents, and sorting and delivering mail.
- Increased department efficiency by managing correspondence, answering phones, and directing inquiries to appropriate personnel.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Assistant Manager at a Candy Gift Shop
Six Flags over Texas
01.1992 - 12.1992
- Effectively managed candy orders, handled the cash register, and packaged customer orders.
- Assisted management with time keeping for payroll, monthly inventory, and managerial decisions within corporate guidelines to promote customer satisfaction.
Education
Diploma -
Arlington High School
01.1994
Skills
- Customer service
- Problem resolution
- Billing and payment processing
- Clerical multitasking
- MS Office Suite
- System maintenance
- Friendly, positive attitude
- Teamwork and collaboration
- Time management
- Attention to detail
- Flexible and adaptable
- Active listening
- Calm under pressure
- Organization and time management
- Decision-making
- Multitasking
Timeline
Front Office/Receiving/Data Entry
AADFW, Inc.
07.2017 - Current
Customer Service Representative
H9 Water
01.2015 - 09.2016
Member Service
CGI
08.2013 - 09.2014
Clerical Assistant /Benefits Specialist / Customer Service/ Billing Specialist
United Service Association for Health Care
08.1993 - 08.2013
Assistant Manager at a Candy Gift Shop
Six Flags over Texas
01.1992 - 12.1992
Diploma -
Arlington High School
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