Summary
Overview
Work History
Education
Skills
Timeline
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Zoila Sanchez

Summary

Dedicated Customer Service professional with over 20 years of experience . Solid team player with a positive demeanor and proven skills in establishing rapport with clients. Committed to maintaining professional relationships to increase profitability, loyalty and drive business results.

Overview

15
15
years of professional experience

Work History

Bilingual Customer Service Specialist

Verizon Wireless
06.2013 - 08.2023
  • Manage large amount of incoming calls, email.
  • Open and maintain customers accounts by recording account information.
  • Resolve product or service problem; by clarifying the customers complaint, determining the cause of the problem, explaining the best solution to solve the problem.
  • Assist with placement of orders, cancellations, refunds, exchanges, technical support.
  • Take payments.
  • Inform customers of deals and promotions.
  • Sell products and services based on customer wants/needs.
  • Identify and assess customers needs to achieve satisfaction.
  • Build sustainable relationship of trust through open and interactive communication.
  • Provide accurate, valid and complete information by using right methods/tools.
  • Meet personal/team targets.
  • De-escalate calls.
  • Retention.
  • Research accounts to follow up with customers to assure resolution.

Medical Billing Clerk

Dr Haroution S. Shahinian, MD
05.2012 - 04.2013
  • Accurately entered patient demographic and billing information in billing system to enable tracking history and maintain accurate records.
  • Reviewed patient records, identified medical codes, and created invoices for billing purposes.
  • Collected payments and applied to patient accounts.
  • Posted payments and collections on regular basis.
  • Updated patient financial information to guarantee accuracy.
  • Communicated with insurance providers to resolve denied claims and resubmitted.
  • Maintained accurate records of customer payments.
  • Generated monthly billing and posting reports for management review.
  • Collaborated with customers to resolve disputes.

Customer Service Representative

HGS - Hinduja Global Solutions
08.2008 - 09.2011
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Education

Vocational / Technical - Billing Service Specialist

Kaplan College - El Paso, TX
El Paso, TX
05.2012

Skills

  • Bilingual English/Spanish
  • Communication
  • Active listening
  • Empathy
  • Patience
  • Problem-solving
  • Product Knowledge
  • Time management
  • Adaptability
  • Persuasion
  • Positive language
  • Flexibility

Timeline

Bilingual Customer Service Specialist

Verizon Wireless
06.2013 - 08.2023

Medical Billing Clerk

Dr Haroution S. Shahinian, MD
05.2012 - 04.2013

Customer Service Representative

HGS - Hinduja Global Solutions
08.2008 - 09.2011

Vocational / Technical - Billing Service Specialist

Kaplan College - El Paso, TX

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Zoila Sanchez