YVONNE MOLINA
Orlando,FL
Summary
Results-driven customer support specialist with a proven track record at Everise (Ambetterhealth) in enhancing client satisfaction through critical thinking and effective problem-solving. Demonstrated strong organizational skills and proficiency in MS Office, consistently surpassing operational goals while fostering a culture of collaborative success.
Overview
15
15
years of professional experience
Work History
Customer Service Advocate
Everise (Ambetterhealth)
Orlando, FL
08.2024 - Current
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Provided technical support to customers regarding product use and application.
- Managed smooth and effective communication among physicians, patients, families, and staff.
- Resolved customer inquiries regarding payment processing issues in a timely manner.
- Implemented a payment reminder system to decrease outstanding receivables.
- Reviewed customer payment requests to ensure accuracy and compliance with company policies.
- Processed payments for customers in a timely manner, ensuring that all deadlines were met.
- Enhanced customer satisfaction through prompt and courteous handling of all inquiries and complaints.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Maintained strong call control and quickly worked through scripts to address problems.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Listened attentively to customer concerns and provided appropriate solutions within the time limits.
- Coordinated benefits processing, including enrollments, terminations and claims.
Administrative Coordinator
Crespo's Garage
Kissimmee, FL
01.2019 - 08.2024
- Coordinated among customers, insurers, and vendors to streamline repair processes.
- Enhanced synergy with maintenance teams to schedule repairs efficiently.
- Handled the distribution and management of warranty parts.
- Ensured appropriate warranty coverage by following specific guidelines in the make and model manuals.
- Perform thorough quality assurance inspections with customers.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Resolved customer complaints via phone, email, mail, and in person.
Warehouse Customer Service Representative
Medline Industries Inc
Orlando, FL
01.2014 - 01.2019
- Handled inbound and outbound calls, addressing customer inquiries.
- Coordinated with warehouse staff to achieve timely and precise order fulfillment.
- Efficiently handled customer issues, reflecting effective resolution skills.
- Provided extensive product details with complete pricing and shipping information.
- Remained calm and professional in stressful circumstances, and effectively diffused tense situations.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support, or assistance with product and service transactions.
- Coordinated with the shipping department to schedule pick-ups and deliveries.
- Inspected returned merchandise for damages before restocking the shelves properly.
- Prepared work orders, bills of lading, or shipping orders to route materials.
Debt Collection Specialist
Banco Popular de Puerto Rico/ Metris 1
Orlando, FL
01.2010 - 01.2013
- Managed debtors through effective negotiation of payment terms and assistance options.
- Educated debtors during the resolution process use impactful communication skills.
- Ensured accuracy in recording communications and agreements.
- Independently handled tasks from a remote location, hitting or exceeding all collection goals.
- Participated in regular meetings with senior management regarding call center operations.
- Ensured compliance with company policies regarding call center operations.
- Followed call center procedures when delivering services.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Maintained accurate records of incoming calls in internal database.
- Utilized computer technology to handle a high volume of calls in a timely manner.
- Listened attentively to customer concerns and provided appropriate solutions within the time limits.
Education
Associate of Science - General
Valencia College
FL07-2010
Skills
- Client Support
- Prioritization in Multitasking
- Critical thinking
- Detail-Oriented Approach
- Effective Time Management
- Proficient Problem Solving
- Regulatory Safety Compliance
- Cross-Functional Collaboration
- MS Office and Excel
- Analytical reasoning
- Administrative Oversight
- Strong Organizational Skills
References
- Sabrina Vaiaoga, bri.vaiaoga@gmail.com, (407)-408-0944
- Yendis Sycz, yendissycz@gmail.com, (407)-467-6783
Timeline
Customer Service Advocate
Everise (Ambetterhealth)
08.2024 - Current
Administrative Coordinator
Crespo's Garage
01.2019 - 08.2024
Warehouse Customer Service Representative
Medline Industries Inc
01.2014 - 01.2019
Debt Collection Specialist
Banco Popular de Puerto Rico/ Metris 1
01.2010 - 01.2013
Associate of Science - General
Valencia College
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