Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

STEPHANIE GUZMAN

Houston

Summary

Experienced leader skilled at customer service and issue resolution, with a strong background in confidentiality and HIPAA compliance, seeking to leverage communication and organizational skills in a challenging new role.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Customer Service Senior

ManhattanLife Assurance
Houston
06.2022 - 03.2024
  • Implemented and maintained HIPAA compliant security measures for electric health records.
  • Executed customer questions, resolving issues and reducing need for supervisor assistance by 73%.
  • Assessed insurance policy terms to determine patient coverage and limitations.
  • Utilized exceptional customer service skills to effectively communicate with insurance companies, providers, and patients regarding benefit information.
  • Verified insurance coverage and eligibility prior to appointments and procedures.
  • Followed established verification processes to confirm insurance benefits, medical necessity, and authorization.

Supervisor

PLS Financial
Houston
08.2019 - 06.2022
  • Explained bank services, financial products and applicable fees to customers.
  • Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
  • Led banking tasks, business administration and financial decision-making to ensure first-class client services.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Trained new employees on company policies, procedures and work ethics.
  • Prepared reports to summarize operational results and financial performance.

Customer Service Representative

Senior Check Cashing
Houston
05.2017 - 07.2019
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assessed customer account information to determine current issues and determine potential solutions.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Handled customer complaints and inquiries in a courteous and efficient manner.
  • Assisted customers with their financial needs such as check cashing, withdrawals, deposits, transfers, in a timely fashion following established policies and procedures.
  • Processed check cashing requests according to bank policies and procedures.

Customer Service Representative

ACE Cash Express Inc.
Houston
08.2014 - 03.2016
  • Developed customer service skills such as problem solving, multitasking, and communication.
  • Demonstrated excellent multitasking skills by efficiently managing multiple requests at once.
  • Processed loan applications, gathered required documentation, and verified information.
  • Processed deposits, withdrawals, loan payments, cash advances, transfers and check cashing.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service over the phone.
  • Managed multiple tasks while working independently in a fast-paced environment.

Cashier

Whataburger
Houston
08.2010 - 10.2011
  • Managed cash register and balanced cash drawer at shift end.
  • Assisted in training new cashiers on company policies and procedures.
  • Collaborated with team members to ensure smooth operation during peak hours.
  • Handled customer complaints with professionalism and empathy.
  • Processed customer payments quickly and returned exact change and receipts.
  • Provided excellent customer service with a friendly attitude.

Education

GED -

Houston Community College
Houston, TX
05.2025

Skills

  • Processes and procedures
  • Issue and conflict resolution
  • Communication
  • Computer skills
  • Time management
  • Documentation review
  • Confidentiality and HIPAA compliance
  • Goal-oriented
  • Organizational skills
  • Money Handling
  • Customer service
  • Leadership
  • Friendly, positive attitude

Certification

Pharmacy Technician Trainee

References

References available upon request

Timeline

Customer Service Senior

ManhattanLife Assurance
06.2022 - 03.2024

Supervisor

PLS Financial
08.2019 - 06.2022

Customer Service Representative

Senior Check Cashing
05.2017 - 07.2019

Customer Service Representative

ACE Cash Express Inc.
08.2014 - 03.2016

Cashier

Whataburger
08.2010 - 10.2011

GED -

Houston Community College

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