Summary
Overview
Work History
Education
Skills
Timeline
Generic

SYLVIA MIRELES

San Antonio

Summary

Detail-oriented customer specialist/supervisor with extensive experience in telecommunications, retail and customer service. Troubleshoots complex issues with ease and patience. Excellent reputation for resolving problems and improving customer satisfaction. Excellent knowledge and educate customers on any specific inquires or confusion they may have regarding their accounts.

Overview

23
23
years of professional experience

Work History

Patient Service Representative

Gonzaba Medical Group
09.2023 - Current
  • Manage patient inquiries, ensuring a timely and accurate responses to establish customer satisfaction
  • Stay calm under pressure and successfully deal with difficult situations.
  • Answer incoming calls for seven different Gonzaba clinics with a minimum of 60 Doctors,
  • Verify insurance eligibility and coverage for patients
  • Handle sensitive patient concerns with empathy and professionalism, increase a trust within the patient clinic
  • Order medication, request prior authorization for medication, notate charts with updates
  • Use Athena to schedule and cancel appointments.
  • Handle customer service inquiries via telephone
  • Coordinated referrals efficiently between primary care providers and specialists, ensuring patient experience.

Fraud Ops Support Specialist 5/ Supervisor/ Lead

Citibank
09.2002 - 09.2019
  • Fielded average of 40 - 80 inbound phone calls to deliver effective support and remotely resolve service issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Installed numerous security applications and devices and suggested additional security measures.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.


Education

High School Diploma -

Edgewood High School
San Antonio, TX
06.1976

Skills

  • Desktop support
  • Patient intake
  • Patient greeting
  • Phone etiquette
  • Windows 10
  • Complaint resolution
  • Staff education and training
  • Microsoft Office Specialist (MOS) Expert
  • Data entry proficiency
  • Conflict resolution
  • Directing callers

Timeline

Patient Service Representative

Gonzaba Medical Group
09.2023 - Current

Fraud Ops Support Specialist 5/ Supervisor/ Lead

Citibank
09.2002 - 09.2019

High School Diploma -

Edgewood High School

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