Vanessa Flores
Natera
Round Rock,TX
1
Certification
32
years of professional experience
Detail-oriented Customer Service Agent with 27+ years of high-volume client communication, conflict resolution, and frontline problem-solving experience. Proven track record of calming distressed customers, managing rapid-response situations, while maintaining strong professionalism and providing exceptional customer satisfaction. Eager to bring strong empathy and multi-channel communication skills to a dynamic support team.
Work History
Clinical Data Reporter
4 Years 5 Months- Handled Protected Health Information (PHI) securely and safely.
- Maintained strict adherence to HIPAA (Health Insurance Portability and Accountability Act) guidelines and standard operating procedures.
- Reviewed patient test reports to verify accuracy of the patient demographics, clinic information, and test data.
- Communicated with Customer Care Specialists, Inside Sales, Clinical Laboratory Scientists, Genetic Counselors, and Engineering teams to resolve missing or discrepant information.
- Improved overall reporting quality through meticulous editing before release of patient results, while meeting and exceeding metric goals set by management.
- Maintained strong computer literacy, high attention to detail, efficient data entry speed, and professional communication.
- Worked flexible schedules, hourly shifts and swing shifts, night shifts, overtime, weekends and holidays.
Insurance Agency Manager & Agent
27 Years 1 Month- Led, trained, and managed a team of agents, fostering a culture of safety, clear communication, and top-tier customer service.
- Served as the primary point of contact for clients navigating stressful life events, providing empathetic, calm, and immediate problem-solving.
- De-escalated and resolved customer complaints with punctual, polite, and professional service.
- Enforced strict compliance with state and federal insurance regulations, audits, and legal frameworks.
- Optimized policy renewal processes to ensure timely updates of coverage terms and maintain high retention rates among existing clients.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Managed day-to-day operations including staffing schedules, claims handling procedures, compliance audits, office maintenance, and inventory management.
- Streamlined claims processes, improving response times and client communication.
Education
High School Diploma
Skills
Safety Compliance
Active Listening
Excellent Communication
Customer Service
Quick Decision-Making
Risk Assessment
De-escalation and Conflict Management
Cultural Competency and Empathy
Adaptability
Flexibility
Teamwork and Collaboration
Multitasking
Professionalism
Certification
- Property & Casualty Insurance License, Guam (1995-2021)
- Continuing Education in Property & Casualty Insurance (Annually 1995-2021)
- HIPAA & Compliance Training (Annually 2022-2026)
Timeline
Clinical Data Reporter
Natera
03.2022 - 08.2026Read More
Insurance Agency Manager & Agent
C.A. Paulino & Associates Insurance, Inc.
10.1994 - 11.2021Read More
Academy of Our Lady of Guam
High School Diploma
Read More