VANESSA LUA
San Bernardino,US
Summary
To obtain a position that will enable me to use my strong Organizational skills, educational background and ability to work Well with people.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Avesis incorporated (Remote)
San Bernardino, California
03.2024 - Current
- Resolved customer inquiries through multiple communication channels, ensuring timely and accurate information delivery.
- High call Volume 50+calls per day
- Managed customer inquiries and resolved issues efficiently through effective communication.
- Handled difficult situations calmly, utilizing conflict resolution techniques for successful outcomes.
- Managed multiple phone lines simultaneously, prioritizing calls effectively to maintain quality service standards.
- Resolved customer complaints efficiently, maintaining a high level of professionalism and empathy.
- Evaluated dental claims for accuracy and compliance with regulatory standards.
- Processed and adjudicated insurance claims using dental-specific software systems.
- Educated patients on insurance policies, enhancing understanding of benefits and coverage options.
- Managed claims submissions and follow-ups, resolving discrepancies efficiently.
- Coordinated insurance verification processes to ensure accurate patient coverage and benefits.
- Supported patients throughout the treatment process by answering questions about their financial responsibility concerning deductibles, copayments, or coinsurance amounts.
- Assisted patients in understanding their dental insurance benefits, coverage limits, and out-of-pocket expenses.
- Assisted patients in completing necessary paperwork for filing claims, ensuring timely submission of required documentation.
- Improved patient satisfaction by efficiently managing dental insurance claims and coordinating with providers.
Pharmacy Service Representative
CVS Specialty
Remote
11.2023 - 12.2023
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
Receptionist
Hatzakortzian Dental Lab
Rialto, US
10.2019 - 02.2020
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Confirmed appointments, communicated with clients, and updated client records
- Kept reception area clean and neat to give visitors positive first impression
- Answered phone promptly and directed incoming calls to correct offices
- Responded to inquiries from callers seeking information
- Resolved customer problems and complaints
- Corresponded with clients through email, telephone, or postal mail
- Managed multiple tasks and met time-sensitive deadlines
- Maintained confidentiality of information regarding clients and company
- Answered central telephone system and directed calls accordingly
- Provided clerical support to company employees by copying, faxing, and filing documents
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices
- Organized, maintained and updated information in computer databases
- Operated multi-line telephone system to answer and direct high volume of calls
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Verification Agent Lead
Avesis Incorporated
US
05.2015 - 11.2017
- Managed large volumes of information, prioritizing tasks to meet deadlines efficiently.
- Entered and updated data in electronic systems, ensuring accuracy and consistency across records.
- Delivered exceptional customer service, addressing client concerns promptly and professionally.
- Generated reports and tracked customer service metrics on daily basis.
- Provided customers with reliable, enthusiastic and personalized customer service.
- Conducted insurance eligibility verifications, ensuring coverage details aligned with patient needs.
- Trained new staff on insurance verification procedures and system navigation best practices.
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Legal Assistant
Law Offices Of Jack D Josephson
US
08.2014 - 05.2015
- Organized documents to manage paper and electronic filing systems of clients
- Filed court documents and legal pleadings with court clerk on behalf of attorneys
- Prepared and drafted correspondence and legal forms to maintain smooth communications
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion
- Handled office scheduling and made notes for deadlines, motions, and other important dates
- Worked alongside attorneys, administrative assistants, and fellow legal assistants on complex cases and legal processes
- Scheduled appointments, court appearances, and depositions for busy law firm
- Completed electronic filings, initiated billing statements, and managed firm administrative matters
- Interviewed clients to obtain information relevant to cases
- Researched statutes, decisions, legal articles, and codes
- Generated leads to meet and exceed revenue goals by identifying new clients
- Assisted with data entry and administrative support tasks to help meet team goals
- Maintained physical and computer-based filing systems
- Assisted with document scanning and imaging projects to support accurate file back-up
- Identified and corrected inconsistencies in filing systems for increased accuracy
- Examined, categorized, and sorted incoming documents
- Managed sensitive or confidential files with attention to data security and storage policies
- Compiled, sorted and filed high volume of documents
Education
High School Diploma -
Venice High School
Venice, CA06-2014
Skills
- File Management
- Data Entry
- Telephone Etiquette
- Call Documentation
- Administrative and Office Support
- Problem-Solving
- Strong Work Ethic
- Effective Multitasking
- Clerical Support
- Office Management
- Customer Service
- Multi-Line Phone Systems
- Calm Under Pressure
- Critical Thinking
- Teamwork and Collaboration
References
Giselle, Castro, (626)722-3316, Avesis Dental insurance
Key Qualifications
I am highly energetic, enthusiastic and independent individual who Excels in challenging environments. I have a high successful track record with high responsibility positions. Fast learner can quickly incorporate and implement new procedures. I have a solid work ethic in delivering high quality service to customers. In addition I speak and write both English and Spanish fluently. I function well both independent as well as part of a team.
Languages
Spanish
Full Professional
Timeline
Customer Service Representative
Avesis incorporated (Remote)
03.2024 - Current
Pharmacy Service Representative
CVS Specialty
11.2023 - 12.2023
Receptionist
Hatzakortzian Dental Lab
10.2019 - 02.2020
Verification Agent Lead
Avesis Incorporated
05.2015 - 11.2017
Legal Assistant
Law Offices Of Jack D Josephson
08.2014 - 05.2015
High School Diploma -
Venice High School