Summary
Overview
Work History
Education
Skills
Timeline
Generic

Stephanie Montalvo

Orange City,FL

Summary

Hardworking and knowledgeable well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities.

Overview

15
15
years of professional experience

Work History

CXC Consumer Experience Specialist II

AdventHealth
Orlando, FL
09.2021 - Current
  • Researched patient eligibility, coverage information, and benefit levels.
  • Entered data into electronic medical record system accurately and efficiently.
  • Processed prior authorization requests in accordance with departmental guidelines.
  • Verified and obtained insurance authorizations with payers via telephone or web-based systems.
  • Ensured compliance with HIPAA regulations when handling patient information.
  • Collected and analyzed referral data and tallied number of referrals.
  • Provided exceptional customer service, addressing patient inquiries and concerns with empathy and professionalism.
  • Utilized various healthcare IT systems to schedule appointments and communicate with medical professionals and patients
  • Excel experience.
  • Collaborate with colleagues to achieve quality and performance standards.
  • Provided training and guidance on scheduling processes to new employees.
  • Scheduled and confirmed appointments.
  • Conducted regular audits of medical referrals, identifying any discrepancies or errors requiring correction.

Call Center Representative

Chase Bank
Sanford, FL
12.2020 - 03.2021
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Cash Lead

Shoe Carnival
Altamonte Springs, FL
11.2013 - 12.2020
  • Helped customers find specific products, answered questions and offered product advice.
  • Welcomed customers, offering assistance to help find necessary store items.
  • Trained new team members in cash register operation, stock procedures and customer service.
  • Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
  • Processed all sales transactions accurately and promptly to prevent long customer wait times.
  • Operated cash register, collected payments and provided accurate change.

Assistant Manager

Childrens Place Inc.
Altamonte Springs, FL
11.2016 - 10.2020
  • Oversaw addressing of customer requests for friendly, knowledgeable service and support.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives.
  • Interviewed, hired and trained new quality-focused customer service representatives.
  • Trained new employees on company policies, procedures, retail techniques and customer service standards.
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
  • Organized schedules, workflows and shift coverage to meet expected business demands.

Bagger/Cashier

Publix
Orlando, FL
09.2010 - 08.2013
  • Assisted with organization and cleaning to maintain tidy store appearance.
  • Retrieved grocery carts from parking lot and returned to appropriate areas.
  • Greeted customers to build rapport and increase customer satisfaction.
  • Answered customer questions regarding products and store services.
  • Packed purchased items in shopping bags appropriately to avoid bag breaks and spills.

Education

High School Diploma -

Lake Mary High School
Lake Mary, FL
05.2013

Skills

  • Excellent leadership skills
  • Bilingual English/Spanish
  • Ability to work well independently
  • Focused on customer satisfaction
  • Ability to work under pressure
  • Teamwork
  • Communication
  • Excel Experience
  • HIPAA compliance
  • Attention to detail
  • Multitasking Abilities

Timeline

CXC Consumer Experience Specialist II

AdventHealth
09.2021 - Current

Call Center Representative

Chase Bank
12.2020 - 03.2021

Assistant Manager

Childrens Place Inc.
11.2016 - 10.2020

Cash Lead

Shoe Carnival
11.2013 - 12.2020

Bagger/Cashier

Publix
09.2010 - 08.2013

High School Diploma -

Lake Mary High School

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Stephanie Montalvo