Viola Gutierrez
Carlsbad,NM
Summary
Customer Service Representative with strong communication, problem-solving, and time management skills, ensuring efficient operations in fast-paced environments. Skilled in listening and empathy to effectively address customer needs and foster positive relationships. Proven ability to engage diverse customers and deliver tailored solutions in sales and account management contexts.
Overview
31
31
years of professional experience
Work History
Administrator
Presbyterian Medical Services
Carlsbad, NM
01.2026 - Current
- Managed day-to-day office operations, ensuring efficient workflow and adherence to policies.
- Coordinated daily office operations for Presbyterian Medical Services clinic sites.
- Ensured that all paperwork was completed accurately before the submission deadlines.
- Checked office stock to determine supply levels and maintain inventory.
- Responded promptly to customer complaints in a professional manner.
- Improved office organization by developing a filing system and a customer database protocol.
- Updated databases with new employee information, job changes and terminations.
- Coordinated meetings, conferences, travel arrangements.
- Developed spreadsheets to track project progress, budgets and other related data.
- Monitored payroll, credit card purchases and invoicing to prevent financial errors.
- Prepared reports on various projects for management review.
- Conducted performance evaluations and recommended training programs for staff development.
- Ensured compliance with health and safety regulations within the office environment.
- Served as the primary point of contact for external stakeholders, including clients and partners.
- Maintained confidential medical records and protected HIPAA information.
- Supported billing, claims, and insurance verification workflows.
- Communicated with staff, patients, and providers to resolve administrative issues.
- Prepared reports, correspondence, and meeting materials for leadership review.
- Trained new staff on Presbyterian Medical Services' procedures and office systems.
- Provided general administrative support to staff members.
- Answered incoming calls to assist customers with inquiries and provide information. and responded to customer inquiries.
- Supervised administrative staff, delegating tasks and managing workload distribution.
- Assisted in the recruitment process, from posting job ads to organizing interviews and onboarding new hires.
- Coordinated with the IT department to resolve technical issues and maintain computer systems.
- Maintained a positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Worked closely with human resources to support employee management and organizational planning.
Customer Service Representative
Presbyterian Medical Services
Carlsbad, NM
10.2019 - Current
- Responded to customer inquiries via phone, email, and in-person interactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided timely resolution of customer complaints to enhance overall satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Resolved billing inquiries and discrepancies to ensure accurate payment processing.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Trained new staff on customer service protocols and best practices for patient interaction.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided exceptional customer service to ensure customer satisfaction.
- Conducted regular follow-up calls with customers after resolving their issues.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Collaborated with healthcare providers to ensure seamless patient care coordination.
- Maintained and updated patient records to support effective healthcare management.
- Communicated effectively in English and Spanish to assist diverse customers.
- Provided clear information about services and programs offered by the organization.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Communicated effectively in English and Spanish to assist diverse customers.
Administrative Assistant II
Presbyterian Medical Services
Carlsbad, New Mexico
01.1996 - Current
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Supported providers with daily administrative tasks and facilitated office communication.
- Managed processing of insurance details and verification of patient documents.
- Processed insurance information and verified patient documentation.
- Entered patient information into office systems with accuracy and confidentiality.
- Organized files, supplies, and office materials to support efficient operations.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Handled confidential documents in an organized fashion according to established protocol.
- Composed letters, memos, reports, emails, and presentations for management staff.
- Responded to incoming phone calls to assist clients and provide information. and emails to deliver information, enhancing business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
Education
High School Diploma -
Carlsbad High School
Carlsbad, NM05-1990
Skills
- Appointment scheduling
- Customer relationship management
- Database management
- Document management
- Report generation
- Payment processing
- Staff training
- Follow-up calls
- Complaint resolution
- Patient assistance
- Team collaboration
- Problem solving
- Bilingual support
- Adaptive team player
- Documentation
- Empathy and patience
Languages
Spanish: Professional
Timeline
Administrator
Presbyterian Medical Services
01.2026 - Current
Customer Service Representative
Presbyterian Medical Services
10.2019 - Current
Administrative Assistant II
Presbyterian Medical Services
01.1996 - Current
High School Diploma -
Carlsbad High School