Samantha Gonzales
San Angelo
Summary
Dedicated professional with 5+ years of customer service experience, a strong foundation in insurance, and a deep understanding of medical terminology. Proven ability to build rapport with clients, resolve complex issues, and provide exceptional support. Skilled at explaining insurance policies, medical procedures, and retail products in a clear and concise manner.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Insurance Customer Service Representative
Family Insurance Services
05.2024 - Current
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Completed customer applications and updated records to reflect current information.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Assisted clients in filing claims, coordinating with adjusters to expedite the process and secure fair settlements.
- Educated customers on any insurance concerns/questions they may have had.
Sales Associate
Dillard's, Inc.
05.2023 - 01.2024
- Managed returns, exchanges and refunds in accordance with store policy.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers on sales floor, offering assistance and improving shopping experience.
Customer Advocate I
Blue Cross Blue Shield of IL, MT, NM, OK & TX
05.2022 - 04.2023
- Processed policy updates and changes accurately, ensuring client needs were met.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Processed insurance policy cancellations and renewals quickly.
- Assisted clients in understanding their coverage options, different policy types, and plan options.
- Handled complex claim issues, effectively communicating with patients, providers, and insurance companies to ensure resolution.
- Processed benefits enrollments accurately and promptly,
Patient Access Representative
Shannon Medical Center
10.2021 - 05.2022
- Compliance with HIPAA regulations to maintain confidentiality of patient information during all interactions.
- Managed daily administrative tasks to ensure smooth operations within the medical office environment.
- Assisted physicians with clinical documentation to ensure complete and accurate records for each patient visit.
- Managed high call volumes, directing calls to appropriate departments while providing accurate information to callers.
- Pulled charts and prepared for nurse and doctor assessment.
- Documented patient medical information and insurance details to facilitate smooth appointments and payment processing.
- Coordinated patient scheduling, check-in and check-out
Store Manager
Melrose Family Fashion
05.2019 - 10.2021
- Upheld daily operations, ensuring smooth workflow while adhering to company policies and procedures.
- Maintained visual merchandising standards to create an engaging shopping experience for customers.
- Trained and managed associates in customer service and sales techniques.
- Managed scheduling for store shifts to accomplish proper staffing.
- Constant communication with District Manager and surround stores to ensure company was all on same page.
- Cycle/inventory counts.
- Managed inventory control, back stock, and maintained sales floor floor layouts to meet the stores needs.
Sales Associate/Cashier
The Children's Place
06.2018 - 08.2018
Server/Cashier
Cotton Patch Café
06.2018 - 11.2018
- Handled cash transactions accurately,
- Constant communication with kitchen staff to ensure timely delivery of orders.
- Performed opening and closing duties, ensuring the dining area was prepared at all times.
- Worked with POS system to place orders, and manage the bills.
Education
Bachelor of Science in Public Health -
Angelo State University
San Angelo, TX05.2021
High School Diploma -
High School
Brownfield, TX05.2017
Skills
- Insurance Coverage Verification
- Scheduling
- Staff Management
- HIPPA Knowledge
- Medical Record Management
- Attention to Detail
- Call Center Experience
- Communication
- Medical billing knowledge
Dependable and reliable
Certification
CPR, 10/2017, 10/2020
Timeline
Insurance Customer Service Representative
Family Insurance Services
05.2024 - Current
Sales Associate
Dillard's, Inc.
05.2023 - 01.2024
Customer Advocate I
Blue Cross Blue Shield of IL, MT, NM, OK & TX
05.2022 - 04.2023
Patient Access Representative
Shannon Medical Center
10.2021 - 05.2022
Store Manager
Melrose Family Fashion
05.2019 - 10.2021
Sales Associate/Cashier
The Children's Place
06.2018 - 08.2018
Server/Cashier
Cotton Patch Café
06.2018 - 11.2018
Bachelor of Science in Public Health -
Angelo State University
High School Diploma -
High School
CPR, 10/2017, 10/2020
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