Summary
Overview
Work History
Education
Skills
Timeline
Generic

Stephanie Serros

San Antonio,TX

Summary

Helpful Service Representative diffusing volatile customer situations, generating additional revenue and building productive relationships with both staff and customers. Customer-centered and friendly professional with a background maintaining customer satisfaction and contributing to company success goals. Personable and dedicated Customer Service Representative with extensive experience in insurance industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

12
12
years of professional experience

Work History

Provider Services Representative

Angle Health
Chicago, IL
11.2023 - 04.2024
  • Provided customer service to clients regarding their insurance coverage and billing inquiries.
  • Assisted customers in navigating the online portal for self-service requests.
  • Resolved customer complaints and escalated more complex issues to senior staff members.
  • Processed claims and coordinated with providers, payers, and other third parties as necessary.
  • Maintained detailed records of client communications in the company's database system.
  • Performed data entry tasks including entering patient information into electronic medical records systems.
  • Answered incoming calls from clients and routed them to appropriate personnel for further assistance.
  • Followed up with clients on outstanding documents or payments required for processing claims or services rendered.
  • Adhered to all applicable laws, regulations, standards, and procedures when interacting with customers and providers.
  • Participated in training sessions as needed to stay current on industry trends and best practices related to Provider Services Representative duties.
  • Collaborated with team members to identify process improvement opportunities that could increase efficiency or reduce costs.

Member Services Representative

Centene
San Antonio, Texas
01.2020 - 10.2023
  • Explain the differences in policy specifics so clients can make informed decisions about their plan
  • Stay up to date on all communications, processes, procedures and general engagement center information in order to better assist the customers and to ensure compliance with Company policies
  • Research, identify, and resolve customer complaints using applicable software
  • Understand and remain compliant with the Centers for Medicare and Medicaid Services (CMS), Medicare Marketing Guidelines.
  • Provided support to members regarding account inquiries, processing transactions, and resolving issues.
  • Handled customer complaints in an efficient and courteous manner.
  • Adhered to all applicable policies, procedures, regulations, and laws.

Customer Service Representative

Verizon Wireless
San Antonio, Texas
10.2019 - 12.2019
  • Assist customers with billing, orders, service changes and equipment issues
  • De-escalated calls by providing immediate assistance and solutions
  • Follow up after initial meetings or conversations
  • Provided troubleshooting.

Customer Service Representative II

CVS Caremark
San Antonio, TX
10.2017 - 03.2018
  • Answered customer inquiries and provided accurate information regarding claims and insurance eligibilty
  • Educating callers in a conversational manner utilizing probing questions
  • Order prescription refills
  • Record any medical charges, payments or other adjustments
  • Escalate issues to management appropriately.

Bartender/Barback

Margaritaville
San Antonio, Texas
06.2016 - 09.2017
  • Created a fun work atmosphere
  • Accounted for daily cash flow and sales
  • Set up and organize well
  • Clean and sanitize work areas, utensils, equipment, service and seating areas
  • Check temperatures of freezers, refrigerators and equipment to ensure proper functionality
  • Describe menu items to customers or suggest products that might appeal to them.

Barista

Starbucks
San Antonio, Texas
11.2011 - 07.2016
  • Maintain coffee knowledge on current roasters and confidently and accurately communicate product information
  • Accounted for daily cash flow and sales
  • Handled inventory, created signs to advertise store products and events
  • Efficiently prepare a range of non-alcoholic beverages including coffee, tea, juice ensuring a consistently high quality of beverage
  • Delivers outstanding customer service to all customers by acting with a customer comes first attitude and connecting with the customer.

Education

High School Diploma -

Lanier High School

Skills

  • Service Upselling
  • Issue Resolution
  • Member retention
  • Product Sales
  • Customer Support
  • Database Management
  • Product Recommendations
  • Insurance knowledge
  • Dispute Resolution
  • Healthcare knowledge
  • Complaint Handling
  • Customer Service
  • Client Education
  • Policy understanding

Timeline

Provider Services Representative

Angle Health
11.2023 - 04.2024

Member Services Representative

Centene
01.2020 - 10.2023

Customer Service Representative

Verizon Wireless
10.2019 - 12.2019

Customer Service Representative II

CVS Caremark
10.2017 - 03.2018

Bartender/Barback

Margaritaville
06.2016 - 09.2017

Barista

Starbucks
11.2011 - 07.2016

High School Diploma -

Lanier High School
Stephanie Serros