Susan Gonzales
Leander,TX
Summary
Searching customer service position, leveraging existing verbal communication and problem resolution skillset. Negotiations-savvy Customer Retention Specialist accurately manages large volume of calls and inquiries. Adept at building key relationships and applying effective customer service techniques to increase sales revenue. Detail-oriented Collections Representative with 4 years' track record in effectively and efficiently collecting debts owed. Understanding, diplomatic and a true problem-solver. Above average mathematics, accounting and negotiation skills. Mastery in setting up payment plans, locating debtors and insolvency. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
11
11
years of professional experience
Work History
ARA Medical Records Representative
ARA
Austin, TX
02.2025 - Current
- Tracked and processed release of information requests.
- Located and retrieved files, assisting public with general information.
- Updated patient demographic and insurance information in the medical record system.
- Scanned incoming documentation.
- Processed release of information forms according to HIPAA standards.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Printed out copies of medical reports upon request from physicians or other healthcare professionals.
Provider Enrollment Agent
TMHP
Austin, TX
10.2024 - 01.2025
- Achieved repeat business and referrals through personalized services.
- Utilized technology tools such as databases and spreadsheets to manage enrollment data efficiently.
- Reviewed applications for accuracy prior to submission ensuring all required documents were included.
- Identified discrepancies between application information and provided guidance to resolve issues as needed.
- Maintained accurate records of provider’s enrollment data.
- Managed daily operations of enrollment process including verifying applications, and processing paperwork.
Retention Agent
Spectrum
Austin, TX
08.2021 - 05.2022
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Referred unresolved customer service issues to designated departments for investigation.
- Conferred with customers to take or enter orders, cancel accounts and gather details of complaints.
- Verified order changes to resolve customer complaints or concerns.
- Adhered to scripted responses and standardized plans to address problems.
- Resolved customer service or billing issues by exchanging merchandise, refunding money or adjusting bills.
Cable Repair Agent
Spectrum
Austin, TX
05.2020 - 08.2021
- Responded promptly to customer service calls and inquiries from diverse groups of individuals.
- Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.
- Maintained high level of communications and marketing skills by participating in professional activities.
- Evaluated and identified opportunities to drive process improvements, positively impacting customer experience.
- Learned and applied sales techniques to achieve marketing goals for outreach.
Asset Recovery
Financial Corporation of America
02.2017 - 05.2020
- Top-Five collector four consecutive months in Fiscal Year 2017; Consistent Top Performer on Asset Recovery Team; Top Three Producer for Mercy Accounts; Proficient in manual calling & auto dialer operations; Mastery in data entry; Concise and discernable notes to outline key owners, actions, and dates; Expedient customer service issue resolution; Mean Time TTR (Time-to-Resolve) for payment customer collection calls; Tact Payment Negotiations skills; Maximum payment captures and payment settlements; Arrange and present various payment option; Discovery, verification, and filing of insurance opportunities; Knowledge of HIPPA compliance.
Customer Service Representative
Advance America Cash Advance
12.2013 - 05.2014
- Manual dialing for payment collection; Friendly company representative for walk-in payment collection; Bank outreach to collect postdated checks; Loan Applicant analysis and submission; Received /collected respective payments.
Education
Education: Primary K- Grade 6th
Austin Community College
05.2017
High School Diploma -
Leander High School
Leander, TX03.2000
Skills
- Candidate Searching
- Decision Making
- Billing and Collections Best Practices
- Repayment Negotiations
- Payment Scheduling
- Call Center Operations
- Data Entry and Maintenance
- Efficient and Detail-Oriented
Timeline
ARA Medical Records Representative
ARA
02.2025 - Current
Provider Enrollment Agent
TMHP
10.2024 - 01.2025
Retention Agent
Spectrum
08.2021 - 05.2022
Cable Repair Agent
Spectrum
05.2020 - 08.2021
Asset Recovery
Financial Corporation of America
02.2017 - 05.2020
Customer Service Representative
Advance America Cash Advance
12.2013 - 05.2014
Education: Primary K- Grade 6th
Austin Community College
High School Diploma -
Leander High School