Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
Generic

SIDELIA REYNA

Texas City,TX

Summary


Experienced Customer Service Representative fluent in English and Spanish. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.

Overview

20
20
years of professional experience
1
1
year of post-secondary education
1
1
Certification

Work History

Bilingual Customer Service Representative

ibex Global
04.2024 - Current
  • Resolving coordination of benefits inquires by analyzing patient activity (including enrollment, third party liability, claims attachments).
  • Having a comprehensive understanding of insurance coverage and being able to interpret and communicate accurate information.
  • Thoroughly and completely documenting all customer interactions.
  • Educating customers and dental professionals on eligibility, benefits, claims payment, and authorizations.
  • Educating on the usage and benefits of self-service tools.
  • Assisting members on gaining access to care by locating a network dentist or assignment to a primary care dentist.
  • Directing inquires to necessary departments or individuals when the resolution of the inquiry is beyond the span of control for this role.
  • Responding to customer inquiries in a courteous and professional manner.
  • Researching and consistently providing accurate information to resolve all member and provider inquiries through verbal and written communications through all channels including phone, email, web portal, and chat interactions.
  • Responding to and resolving internal and external complex customer inquiries.
  • Resolving claim payment inquiries by researching and analyzing patient activity and determining appropriate action to be taken.
  • Taking ownership of the resolution and setting expectation for follow up.
  • Ensuring resubmissions, stop payments, and voids are appropriately handled.
  • Meeting or exceeding individual, department, and client specific goals.
  • Understanding and adhering to all client administrative and contractual policies and procedures.
  • Suggesting ways to improve the service delivery processes contributing to the success of the organization.

Cashier/Sales Associate

Super Target Store
08.2023 - 11.2023
  • Demonstrate a service culture that prioritizes the guest service experience by delivering the service standard.
  • Create a welcoming experience by authentically greeting all guests.
  • Observe to quickly understand whether a guest needs assistance or wants to interact. Follow body language and verbal clues to tailor your approach.
  • Engage with guests in a genuine way, which includes asking questions to better understand their specific needs.
  • Be knowledgeable about the tools, products, and services available in the total store, and specific to your area, to solve issues for the guest and improve their experience.
  • Thank the guest in a genuine way and let them know we're happy they chose to shop at Target.
  • Scan and bag all guest items efficiently, neatly and in compliance with food safety standards and company best practices.
  • Work efficiently to minimize guest wait time while maintaining guest service and accuracy.
  • Make the guest aware of current and upcoming brand launches, store activities and events.
  • Speak to the benefits of the Target RedCard with every guest and assist them through the application process.
  • Understand and show guests how to use Wallet and the other features and offerings within the Target App.
  • Be familiar with all fulfillment services, and know how to direct the guest to enroll, activate and use them.
  • Attempt every return and follow register prompts, be empowered to make it right for the guest while following Targets policies and procedures.
  • Make it right for the guest by de-escalating any negative situations and recover the guest shopping experience while following Target's policies and procedures.
  • Deliver easy and seamless service to all Order Pick Up, Drive Up, and Registry guests.
  • Maintain a clean, clutter free work area (including gathering abandoned items, baskets, and hangers).
  • Stock supplies during store open hours while being available for the guest.
  • Demonstrate a culture of ethical conduct, safety and compliance.
  • Work in a safe manner at all times to benefit yourself and others; identify and correct hazards; comply with all safety policies and best practices.
  • Support guest services such order pick up (OPU) and Drive-up (DU) and maintain a compliance culture while executing those duties, such as compliance with federal, state, and local adult beverage laws.
  • All other duties based on business needs.

Barista/Cashier

Starbucks
06.2023 - 11.2023
  • Greeting customers in a friendly manner and taking food and drink orders.
  • Preparing and serving beverages such as drip coffee, espresso-based drinks, tea and other specialty drinks.
  • Preparing and serving food items such as soups, sandwiches and pastries.
  • Answering customers' questions about menu choices.
  • Promoting and recommending menu options to customers.
  • Taking payment from customers.
  • Tracking and ordering inventory for cafe and beverage supplies, such as coffee beans, milk, napkins and cups.
  • Maintaining espresso machines, grinders, coffee machines and other equipment by cleaning, troubleshooting and scheduling repairs.
  • Keeping the work environment and cafe seating area clean, sanitary and organized.
  • Responding to and resolving customer concerns or complaints.
  • Evaluating and modifying processes to improve efficiency and quality of service.

Customer Service Representative/Front Desk Receptionist

Mattioli Vision Professionals
01.2023 - 03.2023
  • Greet and welcome guests in a professional and friendly manner.
  • Answer and direct phone calls promptly.
  • Manage incoming and outgoing mail.
  • Schedule appointments and maintain calendars.
  • Assist with basic bookkeeping tasks using QuickBooks.
  • Perform data entry and maintain accurate records.
  • Provide general administrative support such as filing, copying, and faxing documents.
  • Coordinate office activities and operations to secure efficiency and compliance with company policies.

In Home Health Care Provider

In Home Support Services (IHSS)
10.2017 - 10.2022
  • Performs personal care activities that assist the patient with activities of daily living. These could include (but are not limited to):
  • Personal Hygiene
  • Ambulation/Transfers
  • Dressing/Shaving
  • Prepares meals and snacks according to instructions
  • Accompany patient on errands or medical appointments
  • Performs light housekeeping activities
  • Performs patient-specific activities. These could include (but are not limited to):
  • Providing hospice supportive care
  • Medication reminders
  • Assisting with the prescribed range of motion exercises
  • Assisting with blood glucose monitoring
  • Care of bed-bound patients
  • Incontinence care

Bilingual Customer Service Representative

Convergy
10.2007 - 09.2011
  • Customer Support: Respond promptly and professionally to customer inquiries and concerns via phone, email, and chat channels.
  • Issue Resolution: Efficiently and accurately resolve customer issues, including but not limited to account inquiries, transaction disputes, and technical difficulties.
  • Product Promotion: Educate customers about the bank's products and services, promoting cross-selling and upselling opportunities when appropriate.
  • Account Maintenance: Assist customers with account maintenance tasks such as password resets, account updates, and address changes.
  • Compliance: Ensure all interactions and transactions comply with bank policies, procedures, and regulatory guidelines.
  • Quality Assurance: Meet or exceed established performance metrics, including call quality, response time, and customer satisfaction.
  • Continuous Learning: Stay informed about the bank's products, services, and industry trends to provide up-to-date information to customers.
  • Team Collaboration: Collaborate with team members and other bank departments to resolve complex customer issues and improve overall customer service.
  • Feedback: Provide feedback and insights to management regarding common customer issues and potential process improvements.

Walmart Stocker

WALMART
05.2005 - 05.2007
  • Smile, greet, and thank customers with a positive attitude.
  • Stand for long periods of time while checking out customers quickly and accurately.
  • Keep your area clean and presentable.
  • Answer customer questions and help them with their needs.
  • Be available to assist associates across the store as needed.

Education

High school diploma -

North Star Christian Academy
Houston, TX
12.2023 - 12.2023

Technical school - Medical Billing & Coding

Everest Itt
Houston, TX
03.2007 - 09.2007

Skills

  • Call center
  • Home health
  • Live Chat
  • Medical Billing
  • Medical Coding
  • Upselling
  • Customer service
  • Troubleshooting
  • Technical Support
  • Help Desk

Certification

Driver's License

Personal Information

Authorized To Work: US

Timeline

Bilingual Customer Service Representative

ibex Global
04.2024 - Current

High school diploma -

North Star Christian Academy
12.2023 - 12.2023

Cashier/Sales Associate

Super Target Store
08.2023 - 11.2023

Barista/Cashier

Starbucks
06.2023 - 11.2023

Customer Service Representative/Front Desk Receptionist

Mattioli Vision Professionals
01.2023 - 03.2023

In Home Health Care Provider

In Home Support Services (IHSS)
10.2017 - 10.2022

Bilingual Customer Service Representative

Convergy
10.2007 - 09.2011

Technical school - Medical Billing & Coding

Everest Itt
03.2007 - 09.2007

Walmart Stocker

WALMART
05.2005 - 05.2007

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