VIRGINIA TRONCOSO
Lamesa
Summary
Dedicated professional with extensive experience in customer service, adept at enhancing customer satisfaction and retention through strong relationship-building. Proven skills in resolving complex issues promptly, ensuring a positive customer experience while maintaining accurate records and compliance with policies.
Overview
11
11
years of professional experience
Work History
Customer Service Representative II
Advanced Diabetes Supply
Carlsbad
03.2023 - Current
- Assisted customers with product inquiries and order placements.
- Resolved customer complaints through effective communication and problem-solving skills.
- Processed returns and exchanges according to company policies and procedures.
- Maintained accurate records of customer interactions in the database system.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong customer relationships to encourage repeat business.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Contacted customers about potential service upgrades, new services and account changes.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved customer complaints promptly and efficiently.
CONSUMER BENEFITS SPECIALIST
MHMR WEST TEXAS CENTERS
Lamesa
11.2021 - 02.2023
- Performed data entry and assisted Managed Care Plans and members with application and eligibility status.
- Handle confidential information with discretion and sensitivity in accordance with HIPAA and Data Privacy requirements Provided functional information for benefits website.
- Educated customers on extensive line of insurance products. Processed customer applications. Maintained client accounts and ensured confidentiality. Ensured HIPAA compliance.
- Maintained strict confidentiality of members and organizational information in a professional manner in accordance with HIPAA and state privacy regulations.
- Maintained compliance with ACA and HIPAA related policy requirements for confidentiality and paper copy organization.
- Compiled patient insurance and benefit verification with detailed data entry into software for staff reference.
- Processed status change requests and conducted data entry audits for accuracy and quality assurance.
FINANCIAL CLERK
MHMR WEST TEXAS CENTERS
07.2020 - 11.2021
- Performed data entry, typing, multiple photocopying as required, filing and handling internal/external telephone inquiries.
- Performed clerical duties including reception, data entry into Smart Care, Anasazi, and filing records management.
- Experience in data entry, communicating effectively with public figures and working independently.
- Maintained office cleanliness and proper disposal of classified documents.
- Maintained a positive attitude while providing great customer service to ensure customer satisfaction in a safe and healthy environment.
- Handled customer service effectively by identifying needs, approaching complex situations and resolving problems to ensure customer satisfaction.
- Typed all necessary confidential information about clients into computer system as well as printed and distributed to different departments.
ASSISTANT MANAGER
RUSSELL CELLULAR
05.2019 - 07.2020
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
- Direct and supervise employees engaged in sales, inventory taking, reconciling cash receipts, or in performing services for customers.
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods.
- Inventory stock and reorder when inventory drops to a specified level.
- Instruct staff on how to handle difficult and complicated sales.
- Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate.
- Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise.
- Keep records of purchases, sales, and requisitions.
- Plan and coordinate advertising campaigns and sales promotions, and prepare merchandise displays and advertising copy.
- Conducted product inventories by counting items on hand and on display; and verifies and records sales floor inventory and shrinkage.
- Open and close business, closeout daily POS, countdown cash drawer, prepares and makes bank deposits.
SALES REPRESENTATIVE
RUSSELL CELLULAR
06.2018 - 05.2019
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
- Keep records of purchases, sales, and requisitions.
- Inventory stock and reorder when inventory drops to a specified level.
- Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise.
- Handled customer service effectively by identifying needs, approaching complex situations and resolving problems to ensure customer satisfaction.
- Maintained organization and upkeep of sales floor.
CUSTOMER SERVICE REPRESENTATIVE
ACT CALL CENTER
02.2016 - 04.2018
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts or obtain details of complaints.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Refer unresolved customer grievances to designated departments for further investigation.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
TAX PREPARER
LIBERTY TAX SERVICE
01.2016 - 04.2016
- Compute taxes owed or overpaid, using adding machines or personal computers, and complete entries on forms, following tax form instructions and tax tables.
- Prepare or assist in preparing simple to complex tax returns for individuals or small businesses.
- Use all appropriate adjustments, deductions, and credits to keep clients' taxes to a minimum.
- Interview clients to obtain additional information on taxable income and deductible expenses and allowances.
- Review financial records such as income statements and documentation of expenditures to determine forms needed to prepare tax returns.
- Furnish taxpayers with sufficient information and advice to ensure correct tax form completion.
- Calculate form preparation fees according to return complexity and processing time required.
- Check data input or verify totals on forms prepared by others to detect errors in arithmetic, data entry, or procedures.
Education
HIGH SCHOOL DIPLOMA -
LYFORD HIGH SCHOOL
05-2018
Skills
- Fast learner
- Bilingual
- Time management
- Problem solving
- Customer Service
- Teamwork
- Detail oriented
- Communication
- Self-driven
- Reliable
- Order processing
- Data entry
- Multitasking and organization
- Inbound and outbound calling
- Call escalation
- Conflict resolution
- Task prioritization
Timeline
Customer Service Representative II
Advanced Diabetes Supply
03.2023 - Current
CONSUMER BENEFITS SPECIALIST
MHMR WEST TEXAS CENTERS
11.2021 - 02.2023
FINANCIAL CLERK
MHMR WEST TEXAS CENTERS
07.2020 - 11.2021
ASSISTANT MANAGER
RUSSELL CELLULAR
05.2019 - 07.2020
SALES REPRESENTATIVE
RUSSELL CELLULAR
06.2018 - 05.2019
CUSTOMER SERVICE REPRESENTATIVE
ACT CALL CENTER
02.2016 - 04.2018
TAX PREPARER
LIBERTY TAX SERVICE
01.2016 - 04.2016
HIGH SCHOOL DIPLOMA -
LYFORD HIGH SCHOOL