Veronica Garcia

ADVOCATE 4 ME- LHS REPRESENTATIVE

United Health Care San Antonio, Tx

April 2022 to Current

• Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
• Educate customers about the fundamentals and benefits of consumer-driven health care, guiding them on topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits nd choosing a quality care provider
• Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
• Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and guiding them towards becoming self-sufficient in using these tools.

• Customer service
• Provided complete details for insurance and benefits of their plans
• Educated members and provides on the benefits available to their plans
• Offered assistance with claims, reward
• Offered assistance benefits and services.

• Provide excellent customers service and frontline technical support for Verizon wireless customers
• Everything from taking payments to resetting devices and providing minor trouble shooting solutions
• Technical issues to resolve
• All while delivering the best customer service experience possible.

• Provided customer service, established repor with customer to facilitate the collections and recovery of charged off accounts
• FDCPA certification along with bankruptcy knowledge.

• Assisted members with estate, bankruptcy, and charge off accounts by providing agency information, taking payments for charge off accounts and contributions for bankruptcy accounts using payment methods such as clear-tarn and clear-commerce, used MLA and Pacer search engines for verifying purposes
• FDCPA training compliant
• Project completed.

• Provides customized inbound communications that assist client's acquisition, growth, and retention initiatives.

• As a bilingual- customer service representative (Assignment completed @ TRANSCOM) was responsible for product knowledge, profitability, quality, and effectiveness for team
• Daily activities primarily focus on effective meeting CSR company objectives in all areas of employee, client and shareholder satisfaction in alignment with the Trans Vision goals
• Duties were to understand and meet production targets for different clients/projects
• Meet production targets for the team
• Set priorities, within the TWW standards, in order to maximize own time management
• Propose and promote motivational activities
• Have a clear understanding of quality expectations for the different clients and projects
• Be a specialist in quality observation and evaluation
• Be actively involved in problem solving and propose improvements to processes
• Implement and respect Transcom WW standard practices
• Project completed.

• Placed calls customers, in our database, obtain required documents for completing a purchase such as but not limited to invoice and purchases statements
• Set priority callback and followup when applicable, provided leadership regarding potential closing within pipeline, communicate effectively, analyzed and resolve complex issues, manage and respond to correspondence appropriately
• Built and fostered effective client and internal relationships
• Accurately and concisely document pertinent details on activity performed
• Update and maintain your working pipeline, using a CRM.

• Provide exceptional customer service and engagement with members resolving their questions and concerns, related to health care issues assessed through specific outreach programs, verify member eligibility and follow up with customers as required
• Work with dual computer screens while running different programs simultaneously
• Meet and support established service goals, business objectives exceeding daily and monthly performance standards
• Respond to the needs of a 24/7/365 operation as needed.

• Subject Matter Expert in Reverse Mortgage and Bankruptcy
• Provided quality and auditing for team members
• Maintained quality scores at expectation or higher
• Provided side by side coaching and training for new hire team members and current peers via one on one of policies and procedures
• Certified Spanish Call Handling Agent
• Provided assistance to foreclosure and bankruptcy customers to save their homes
• Collected payments via check by phone.

• Collected and recovered accounts from Microsoft Advertising for Latino America and related portfolios
• Assisted with account disputes and resolutions
• Met weekly and monthly collections targets by recovering outstanding debt, establishing payment dates, confirming reimbursements of all credit and debit notes.

• Collected and recovered on accounts that would have otherwise would have been considered a loss to the company
• Trained and coached peers on process and procedures
• Certified Spanish call handling agent
• Assisted with escalated calls
• Provided customer support for deceased and bankruptcy customers.