Sara De La Vega
Rio Rancho,United States
Summary
Dynamic professional with extensive knowledge in the service industry, offering a blend of energy, enthusiasm, and dedication to achieving organizational goals. Exceptional at building positive customer relationships and fostering long-term loyalty.
Overview
12
12
years of professional experience
Work History
Resolutions Specialist Corporate Compliance
Adapthealth
10.2020 - 01.2024
- Responded to patient and health plan inquiries with tailored services based on their specific needs
- Demonstrated in-depth insurance knowledge, including expertise in Medicare, Medicaid, and commercial policies
- Assisted in training Corporate Compliance team members and contributed to consistent rating of 3 in all annual reviews since October 2020
- Managed medical documentation, processed pending DME orders, and understood billing procedures using Bright Tree and ARD dashboard
- Improved productivity by proactively addressing needs and delivering superior support
- Analyzed complaint data to identify trends and performed gap analyses, audits, and risk assessments
- Excelled in data entry, analysis, and reporting while maintaining compliance with privacy regulations.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes
- Prepared written decisions regarding case resolution.
- Skilled at working independently and collaboratively in a team environment
- Demonstrated respect, friendliness and willingness to help wherever needed
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Listened and responded to customer requests and forwarded necessary information to superiors.
Customer Service Representative
HME Specialists, LLC
08.2018 - 10.2020
- Verified and processed insurance authorizations, and managed pending durable medical equipment orders.
- Demonstrated strong interpersonal skills in resolving patient issues and handling inquiries.
- Completed projects in a timely manner and provided thorough documentation of all communications.
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Worked well in a team setting, providing support and guidance
- Delivered services to customer locations within specific timeframes
- Excellent communication skills, both verbal and written
- Resolved problems, improved operations and provided exceptional service
- Self-motivated, with a strong sense of personal responsibility
- Paid attention to detail while completing assignments
AT&T Chat Technical Support Associate
Convergys
07.2017 - 03.2018
- Delivered comprehensive technical support to customers via chat and telephone
- Developed positive customer relationships and handled high-volume workloads with composure.
- Recorded and maintained relevant notes for each client and work order
- Offered remote support for cloud-based and web-based clients via phone, email and chat
- Resolved issues with systems, hardware and telephones quickly and accurately
- Designed and maintained consistent data collection protocols and standards across numerous databases and projects
Customer Service Representative
Sitel: Business Process Outsourcing
10.2016 - 06.2017
- Guided customers through product selection and addressed service inquiries
- Managed and nurtured 150 client accounts, ensuring high levels of customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Answered constant flow of customer calls with minimal wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Tracked customer service cases and updated service software with customer information
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded proactively and positively to rapid change
- Maintained up-to-date knowledge of product and service changes
Call Center Representative
Stream Global Services
08.2013 - 09.2016
- Provided excellent customer service and maintained up-to-date records.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Responded to customer calls and emails to answer questions about products and services
- Collaborated with shipping team to track shipments, verify orders and handle product returns
- Placed outbound customer service or customer satisfaction calls to follow up on issues
- Attended telephone skills and program information training sessions to boost aptitude
- Processed debit and credit card and electronic check payments
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Cross-trained and backed up other customer service managers
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
Electronics Sales Associate
Walmart
07.2012 - 07.2013
- Assisted customers with product selection and maintained clean and organized department.
- Displayed merchandise by arranging in appealing ways to boost sales
- Offered each customer top-notch, personal service to boost sales and customer satisfaction
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers
- Utilized highly developed interpersonal and people skills to approach customers and engage in conversations
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions
- Stayed up-to-date on current promotions, sales and special events to impart such information to customers
- Checked to see if requested items were available from store's inventory
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies
Education
Medical Assistant - Medical Assistants
Pima Medical Institute - Albuquerque West-Rio Rancho
Albuquerque, NM07.2017
High School Diploma -
Rio Rancho High School - Rio Rancho, NM
Rio Rancho, NM05.2012
Skills
- Detail-oriented with proven track record in cash handling accuracy
- Proficient in ICD-9, ICD-10, and CPT coding
- Skilled in successful phlebotomy techniques
- Experienced with Harris Electronic Health Records
- Knowledgeable in medical terminology and abbreviations
- Proficient in MS Office, including Word, Excel, and PowerPoint
- Excellent at active listening and precise cash handling
- Capable of typing at 55 WPM with accuracy
- Efficient and technologically savvy with strong understanding of security principles
- Proficient in data entry, meticulous and organized, with firm grasp on privacy and security
- Skilled at mediating disputes and maintaining courteous/professional demeanor
- Adaptable to stressful and strenuous situations with excellent problem-solving skills
- Precise in invoice processing and experienced in inventory management
- Reliable and dependable with strong organizational skills
- Bilingual with the ability to provide professional and polished presentations
Accomplishments
Provided effective floor support by assisting agents with inquiries on products and services.
Languages
Spanish
Native or Bilingual
Timeline
Resolutions Specialist Corporate Compliance
Adapthealth
10.2020 - 01.2024
Customer Service Representative
HME Specialists, LLC
08.2018 - 10.2020
AT&T Chat Technical Support Associate
Convergys
07.2017 - 03.2018
Customer Service Representative
Sitel: Business Process Outsourcing
10.2016 - 06.2017
Call Center Representative
Stream Global Services
08.2013 - 09.2016
Electronics Sales Associate
Walmart
07.2012 - 07.2013
Medical Assistant - Medical Assistants
Pima Medical Institute - Albuquerque West-Rio Rancho
High School Diploma -
Rio Rancho High School - Rio Rancho, NM
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