Summary
Overview
Work History
Education
Skills
References
Languages
References
Timeline
Generic

Vilmaries Bonilla

Buford,GA

Summary

Bilingual and results-oriented customer service professional with over 10 years of experience in client relations, financial assistance, and administrative operations. Known for delivering exceptional support in fast-paced environments through strong interpersonal communication, attention to detail, and multitasking skills. Proficient in CRM platforms, Microsoft Office, and database systems with a passion for coaching, quality auditing, and improving team performance.

Overview

10
10
years of professional experience

Work History

Senior Customer Service Associate

CoStar Group
Atlanta, GA
12.2021 - Current
  • Resolve complex customer inquiries via phone and email, ensuring timely and satisfactory resolutions.
  • Mentor and train new associates on best practices, systems, and policy compliance.
  • Analyze escalated customer issues, and recommend effective solutions aligned with company policies.
  • Monitor and report on KPIs, such as response times and satisfaction scores.
  • Worked closely with other departments to resolve customer issues in a timely manner.
  • Collaborated with management teams to develop strategies for improving customer service processes.
  • Manage communication for 50+ client accounts, and support daily case audits.
  • Identified opportunities for process improvements within the customer service department.

Front Office Associate

Northside Gwinnett Hospital
Lawrenceville, GA
03.2018 - 12.2021
  • Welcomed patients and directed them to appropriate departments.
  • Handled multi-line phone systems and scheduled appointments.
  • Prepared and maintained reports, insurance forms, and medical documentation.
  • Maintained accurate and up-to-date patient records and files.
  • Assisted in billing, collections, and supply inventory management.
  • Assisted management team with special projects as needed.

Customer Care Professional / Spanish Interpreter

Centene Corporation (Evolve People Care)
Atlanta, GA
01.2015 - 03.2018
  • Conducted inbound and outbound calls to complete Medicaid health assessments across 10+ states.
  • Documented call data and ensured the accuracy of medical questionnaires.
  • Identified and resolved barriers affecting patient care or engagement.
  • Assisted members with scheduling doctor appointments and updating demographic information.
  • Trained new staff on various state Medicaid procedures and health plans.
  • Flagged crisis calls and ensured appropriate escalation protocols.

Education

Bachelor of Science - Psychology

Georgia Gwinnett College
Lawrenceville, GA
05.2016

Skills

  • Typing Speed: 45–55 WPM
  • CRM Systems: Salesforce, Web Enterprise
  • Microsoft Office: Word, Excel, Outlook
  • Team Coaching & Mentorship
  • Quality Auditing & Reporting
  • Product & Process Knowledge
  • Customer Service Excellence
  • Escalation problem-solving
  • Process improvement

References

Available upon request.

Languages

Spanish
Native/ Bilingual
English
Native/ Bilingual

References

References available upon request.

Timeline

Senior Customer Service Associate

CoStar Group
12.2021 - Current

Front Office Associate

Northside Gwinnett Hospital
03.2018 - 12.2021

Customer Care Professional / Spanish Interpreter

Centene Corporation (Evolve People Care)
01.2015 - 03.2018

Bachelor of Science - Psychology

Georgia Gwinnett College

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