Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Rosa Concepcion

Uniondale,NY

Summary

Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

AAR Corp
Garden City, NY
07.2022 - Current
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Developed strong customer relationships to encourage repeat business.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • 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.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Dental Receptionist

Kiddsmiles
Syosset, NY
06.2021 - 06.2022
  • Greeted patients, provided them with necessary paperwork, and verified insurance information.
  • Answered incoming calls, scheduled appointments, and confirmed patient visits.
  • Maintained accurate records of patient treatment plans, medical histories, and financial transactions.
  • Collected payments from patients in accordance with established policies and procedures.
  • Provided assistance to dentists during dental treatments and procedures as needed.
  • Performed administrative tasks such as filing documents, preparing reports, ordering supplies.

Workers Compensation/ No-Fault Collector

Healthplus Management
Garden City, NY
01.2017 - 09.2021
  • Managed customer accounts by obtaining payment information and updating records.
  • Verified customer account balances and processed payments accordingly.
  • Researched applicable laws, regulations and policies to ensure compliance with state and federal requirements.
  • Evaluated medical reports for accuracy and completeness to support disability determinations.
  • Maintained records of claim activities such as payments, denials, settlements and appeals.
  • Provided timely responses to inquiries regarding the status of claims.
  • Assisted injured workers in understanding their rights under the Workers' Compensation Act.
  • Maintained accurate records of all collection activities in the system database.
  • Assisted customers with inquiries regarding billing statements and account status.
  • Investigated disputed claims and made appropriate adjustments when necessary.
  • Conducted skip tracing to locate missing customers with overdue accounts.
  • Filed legal documents such as court summonses and liens against delinquent debtors.

Debt Collection Specialist

Selip & Stylianou LLP
Syosset, NY
08.2019 - 06.2021
  • Legal
  • Settlement collections
  • Call outbound/inbound 50-100 calls per day.
  • Contacted delinquent customers via telephone and mail to negotiate payment arrangements.
  • Created detailed reports regarding collection activity, customer account balances, and other related data.
  • Assisted clients with questions or concerns about their accounts in a professional manner.
  • Maintained accurate records of all collections activities and progress.
  • Evaluated financial situations of debtors to determine the best resolution for both parties.
  • Developed strategies to collect past due payments and minimize losses on bad debts.
  • Provided guidance to customers on how to manage their finances and stay current on their obligations.
  • Investigated credit history and financial statements of debtors in order to assess risk level.
  • Monitored customer accounts for any changes in status or updates from creditors.

Dental Receptionist

Roosevelt Field Mall Dental
Garden City, NY
08.2016 - 07.2017
  • Greeted patients, provided them with necessary paperwork, and verified insurance information.
  • Answered incoming calls, scheduled appointments, and confirmed patient visits.
  • Maintained accurate records of patient treatment plans, medical histories, and financial transactions.
  • Collected payments from patients in accordance with established policies and procedures.
  • Performed administrative tasks such as filing documents, preparing reports, ordering supplies.
  • Assisted in the maintenance of dental equipment and supplies inventory.
  • Responded to inquiries from patients regarding their accounts or dental services offered.
  • Managed front desk operations including collecting payments.

Cashier

Staples Inc.
Hempstead, NY
08.2013 - 07.2016
  • Manage and assist customers with reasonable decision making on all products, in-store, online and/or over the phone
  • Oversee and maintain a well-organized and safe working environment.
  • Greeted customers and answered any questions they had about the store's products and services.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
  • Issued receipts, refunds, credits or change due to customers.
  • Stocked shelves with merchandise when needed..
  • Ensured compliance with all safety regulations within the store environment.
  • Provided excellent customer service while promoting loyalty programs to increase sales potential.

Education

Nassau Community College
Garden City, NY
12.2020

High School Diploma -

Uniondale High School
Uniondale, NY
06.2015

Skills

  • Proficient in MS Word, MS PowerPoint
  • Office Experience: telephone skills, typing, documentation skills, verbal communication, written communication, dependable, attention to detail, administrative writing skills
  • Inbound and Outbound Calling
  • Data Collection
  • Call Management
  • Scheduling
  • Account Updating
  • Tactful and Diplomatic
  • Call Center Operations
  • Quality Assurance Controls
  • Follow-Up Skills
  • Order Processing
  • Team Development
  • Office Equipment Proficiency
  • High-Energy Attitude
  • Dispute Resolution

Languages

Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Customer Service Representative

AAR Corp
07.2022 - Current

Dental Receptionist

Kiddsmiles
06.2021 - 06.2022

Debt Collection Specialist

Selip & Stylianou LLP
08.2019 - 06.2021

Workers Compensation/ No-Fault Collector

Healthplus Management
01.2017 - 09.2021

Dental Receptionist

Roosevelt Field Mall Dental
08.2016 - 07.2017

Cashier

Staples Inc.
08.2013 - 07.2016

Nassau Community College

High School Diploma -

Uniondale High School

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Rosa Concepcion