Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Sylvia Mercado

Orlando,FL

Summary

Dedicated Customer Service Representative with over 8 years of experience across healthcare, and administrative support sectors. Skilled in managing high-volume communications averaging 120 plus daily calls, emails, and faxes while maintaining exceptional attention to detail and professionalism. Proficient in Microsoft Office Suite and various CRM systems, with a strong ability to educate clients, resolve issues, and ensure satisfaction. Known for active listening, critical thinking, and delivering empathetic solutions in fast-paced environments. Committed to enhancing customer experiences and contributing to organizational success.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Change Healthcare/Aston Carter
07.2021 - 01.2023
  • Made inbound and outbound calls to Medicare Claimant, informed them of the Medicare Savings Programs, provided education and assistance for enrolling into the Medicare Savings Programs
  • Conducted interview to see if claimant qualified for the Medicare Savings Programs
  • Referred claimants to appropriate health care services or resources
  • Maintained knowledge of community services and resources available to claimants
  • Provided records of customer interactions or transactions, recorded details of inquiries, complaints, or comments, as well as action taken.

Customer Service Representative

Hpone/Aston Carter
10.2021 - 12.2021
  • Made inbound and outbound calls to claimants, answered applicant’s questions about benefits and claim procedures
  • Explained features, advantages, and disadvantages of various policies to promote sale of insurance plans
  • Checked to ensure that appropriate changes were made to resolve customer’s problems
  • Knowledge of healthcare, documentation, and facilities
  • Addressed customer inquiries and needs which may be related to plan benefits and coverage
  • Followed up on retention calls, made sure claimant received their Medicare cards/packets
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Leasing Consultant

Apartment Property Management Services, LLC
08.2017 - 05.2021
  • Managed approximately 50 incoming calls, emails and faxes per day from customers.
  • Received all telephone calls and in-person visits
  • Greeted prospects, (ask questions; utilize completed guest cards) Prospect completed application and secured deposit in accordance with the company procedures and Fair Housing requirements
  • Completed maintenance Service Request and informed the maintenance team
  • Submitted processed applications to the Property Manager for approval
  • Followed up with applicant regarding status
  • Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.

Administrative Assistant

Children’s Home Society of Central Florida-Winter Park, FL
10.2014 - 08.2017
  • Inputted data entries into Excel spreadsheet, created, maintained, and entered information into ETO Electronic database management
  • Maintained supplies inventory by checking stock to determine inventory level, anticipated needed supplies, placed and expedited orders for supplies, verified receipt of supplies
  • Operated Office equipment, such as fax machine, copier, phone systems, and arranged for repairs when equipment malfunctioned
  • Proofread documents, records, or other files to ensure accuracy, and met demanding deadlines
  • Maintained file records, tracked weekly time sheets for employees
  • Contributed to team effort by accomplishing individual tasks for employees as needed
  • Managed approximately 30 incoming calls, emails and faxes per day from customers
  • Answered telephones, screened and referred calls, messages, opened, organized, and screened mail

Customer Service Representative

Rescare Workforce Central Florida
04.2014 - 08.2014
  • Answered telephones, and scheduled appointments to proper case managers
  • Assisted youth with job referrals, resumes, and interview skills
  • Inputted data into Excel spreadsheet and referenced client’s information
  • Maintain file records, bus pass, gift cards, and gas cards
  • Called and scheduled candidates for job interview with main supervisor
  • Utilized fax and copier machine
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

Medical Coding Certificate - undefined

Valencia College
Orlando, Florida
01.2010

Office Support Certificate - undefined

Valencia College
Orlando, Florida
01.2010

Associate Degree - Secretarial Science

Monroe College
New Rochelle, New York
04.1991

Skills

  • Proficient in Microsoft Office Software
  • Accuracy and attention to detail
  • Active Listening/Problem Solving
  • Excellent Communication and Writing Skills
  • Strong Interpersonal Skills
  • Critical Thinking
  • Courteous demeanor
  • Microsoft outlook
  • Medical terminology

Timeline

Customer Service Representative

Hpone/Aston Carter
10.2021 - 12.2021

Customer Service Representative

Change Healthcare/Aston Carter
07.2021 - 01.2023

Leasing Consultant

Apartment Property Management Services, LLC
08.2017 - 05.2021

Administrative Assistant

Children’s Home Society of Central Florida-Winter Park, FL
10.2014 - 08.2017

Customer Service Representative

Rescare Workforce Central Florida
04.2014 - 08.2014

Medical Coding Certificate - undefined

Valencia College

Office Support Certificate - undefined

Valencia College

Associate Degree - Secretarial Science

Monroe College

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Sylvia Mercado