Summary
Overview
Work History
Education
Skills
Timeline
Generic

Yoldine Agenor

Lauderhill,Fl

Summary

Ambitious Customer Service professional offering excellent supervisory and performance-assessment skills. Versed in pacifying dissatisfied customers and utilizing effective listening skills. Proven history of reliability, professionalism, and conflict resolution. Bilingual Customer Service representative quickly and effectively resolves complaints and issues well-trained and composed in busy environment settings. Detailed client Service associate known for having great organization skills gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Overview

9
9
years of professional experience

Work History

Finance Account Specialist

Banyan Treatment Center
01.2023 - Current
  • Handling patients account, Issue patients refund, Create logs and Charts, Issue insurance refund, Issue customer credit, Sending invoices to patients.
  • Ability to understand and explain verification of benefits to clients.
  • Monthly Medication Invoicing, Filling,Organizing, and basic office duties.
  • Knowledge of of Sales Force, KIPU, Collaborate MD, and InBox Health.
  • Knowledge of Insurance such as: Deductibles, Copays, Housing Fees, OOP (once client is discharged) and negotiate prices for all private paid clients.
  • Able to navigate high stress and emotional discussions with families
  • Follows guidelines to client confidentiality and HIPPA
  • Communicate in a professional manner.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.

Retention Manager

DirecTV/AT&T
06.2021 - 01.2023
  • Retain customers, Gathering information, Problem solving, leadership, Building positive relationships with customers

Resolution Manager

American Residential Warranty
04.2018 - 05.2020
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service, Delegated work to staff, setting priorities and goals, Kept department on target to meet sales and profit objectives, Coached staff on strategies to improve performance and improve customer relations, Provide leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
  • Continuously monitored industry trends and advancements in technology; proposed innovative solutions that elevated the overall effectiveness of the resolution process.
  • Conducted root cause analysis on customer disputes, resulting in the implementation of preventative measures.
  • Managed a team of resolution specialists, ensuring effective communication and collaboration for optimum results.
  • Streamlined processes by creating standard operating procedures for consistent handling of customer concerns.
  • Improved customer satisfaction by efficiently addressing and resolving complex issues in a timely manner.
  • Facilitated open lines of communication between customers and relevant departments, ensuring fast issue resolution timescales.
  • Negotiated dispute settlements with clients, securing favorable outcomes while preserving business relationships.
  • Evaluated existing policies and procedures, recommending changes that led to improved business efficiency and client satisfaction levels.

Customer service/ Billing Rep

Choice home Warranty
10.2015 - 05.2017
  • Utilized active listening skills and asked open-ended questions to ascertain customer call’s needs, Educated customers on special pricing opportunities and company offerings, Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Worked effectively with medical payers such as Medicare, Medicaid, and commercial insurances to obtain timely and accurate payments.
  • Coordinated with intermediate parties to obtain payments and resolve issues.
  • Facilitated smooth departmental operations through cross-training in various roles, providing backup support as needed.
  • Collaborated closely with sales and customer service teams to ensure seamless communication and issue resolution.
  • Achieved consistent performance metrics targets by prioritizing tasks effectively amid fluctuating workloads.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
  • Assessed accounts for payment status and reached out to customers.
  • Received incoming information and entered into database system.
  • Collaborated with customers to resolve disputes.
  • Worked with multiple departments to check proper billing information.
  • Processed payment via telephone and in person with focus on accuracy and efficiency.

Education

Bachelor’s In Psychology -

Kieser University
09.2024

Associate of Arts -

Broward College
01.2021

Skills

  • Considerable patience in dealing with people
  • Willingness to learn and practice new things
  • Positive attitude towards challenges
  • Ability to work with large and small teams as well as independently
  • Transcribe 50 WPM
  • Experience in MS Office programs, Excel, Word (5 years)
  • Billing resolutions
  • Customer Engagement
  • Account updating

Timeline

Finance Account Specialist

Banyan Treatment Center
01.2023 - Current

Retention Manager

DirecTV/AT&T
06.2021 - 01.2023

Resolution Manager

American Residential Warranty
04.2018 - 05.2020

Customer service/ Billing Rep

Choice home Warranty
10.2015 - 05.2017

Bachelor’s In Psychology -

Kieser University

Associate of Arts -

Broward College

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Yoldine Agenor