Rita Luna
Irving,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
\Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
45
45
years of professional experience
Work History
Security Analyst
Verizon
Irving, TX
10.2017 - 09.2024
- Provided technical support on security related issues and assisted users in resolving them.
- Work closely with the Leal Compliance Team in initiating cell phone records for attorneys and all areas of law enforcement by request from legal documents, and submit them in a timely manner.
- Monitor any threats against all Verizon assets and employees; this is a 24/7 operations center.
- Assist law enforcement with emergency calls from Verizon landlines, active traces, bomb threats, hostage barricade situations, etc.
Customer Service Representative
Aetna
Grand Prairie, TX
01.2017 - 09.2017
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answer calls from patients requesting submission for medication approval by Aetna guidelines.
- Verify that all medications are answered in a timely manner.
Patient Service Representative
John Peter Smith Hospital
Fort Worth, TX
03.2016 - 11.2016
- Provided customer service by answering patient questions and addressing concerns.
- Verified insurance information, collected payments, and scheduled appointments.
- Answered incoming calls in a professional manner.
- Inputted patient demographic data into electronic health record system.
- Assisted with scheduling follow-up appointments according to provider availability.
- Adhered to HIPAA regulations when handling confidential patient information.
Security Analyst
Verizon
Irving, TX
05.1979 - 12.2012
- Monitor any threats against all Verizon assets and employees; this is a 24/7 operations center.
- Assist law enforcement with emergency calls from Verizon landlines, active traces, bomb threats, hostage barricade situations, etc.
- Monitor all landline phone calls requested by law enforcement for investigations, and submit all results.
- Submit all requests from Sedgwick regarding possible FMLA/STD fraud from Verizon employees as well as any unethical reports.
- Answer calls from employees reporting vulnerability toward Verizon assets and employees.
Education
Bachelor of Science - Business Management
University of Phoenix
Dallas, TX07-2017
Skills
- Reporting and documentation
- Incident response
- Monitor CCTV-related incidents due to break-ins at Verizon properties
- Telecommunications systems
- Crime trend analysis
- Vulnerability assessment
- Critical thinking skills
Timeline
Security Analyst
Verizon
10.2017 - 09.2024
Customer Service Representative
Aetna
01.2017 - 09.2017
Patient Service Representative
John Peter Smith Hospital
03.2016 - 11.2016
Security Analyst
Verizon
05.1979 - 12.2012
Bachelor of Science - Business Management
University of Phoenix
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