SUMMARY

Customer service professional offering 5 years of diversified experience. Excell

ent communication and problem-solving skills. Dedicated to achieving customer sa
tisfaction as well as meeting or surpassing company expectations. Able to focus
on projects, develop strategies and meet or exceed deadlines. Strong rapport wit
h personnel, customers, and associates based on knowledge, professionalism, and
integrity.

AREAS OF EXPERTISE
Demonstrated ability to meet the needs of patrons, dependable, hard working, rel
iable, and punctual. Recognized for long hours, commitment to customers, attenti
on to detail, professionalism, and follow-up. Met or exceeded all performance go
als to date.
* Issued return authorizations and processed credits and rebills to resolve ship
ping discrepancies and invoicing errors.
* Answered multiline telephone system, maintained appointment calendar, filed me
dical records, billed insurance for patients, and assisted physician in patient
services.
* Recorded, organized, and communicated customer feedback to provide management
with data for decision making.
* Organized research notes and transcribed to electronic format reducing space n
eeded for files.
* Developed and maintained a common keyword dictionary to assist others in searc
hing.
* Developed an on-line network of support referrals to assist clients.
EXPERIENCE
Enrollment Representative - 2009 to 2010
Molina Health Care, Long Beach CA
Supported clerical and order processing needs of sales staff and parts departmen
t. Provided team leadership to accomplish department goals and monitor work flow
. Monitored inventory levels to ensure on-time delivery of products. Initiated a
ctions to insure optimal response times and service levels; handle escalated mat
ters; approve credits. Consistently provided excellent, informed customer servic
e and maintained strong reliable work ethic.
* As the first point of personal and telephone contact for patients, medical pra
ctitioners, health care professionals and administrative workers, a fast-paced a
pproach, and adherence to strict clinical protocols for confidentiality and comm
unications were a daily imperative
* Centralized contact point for all communications, problems and administrative
inquiries posed by health professionals, doctors, patients and relatives
* Recorded informative and friendly voicemail messages for general telephone num
bers and executive offices
* Reviewed and edited training materials for telephone and voicemail system
* Answered and directed general calls
Engagement Coordinator - 2007 to 2009
United Health Group, Cypress CA
Reviewed documents, such as production schedules, staffing tables, and specifica
tions to obtain information, such as materials, priorities, and personnel requir
ements. Completed status reports, such as production progress, customer informat
ion, and materials inventory.
* Input student financial aid data into national database, calculated student lo
an totals for reporting purposes, and provided administrative support to student
financial aid counselors
* Key accountabilities included administrative functions (activity reports, ad-h
oc reports, expense reports, confidential correspondence, presentation developme
nt, and scheduling/calendar maintenance) combined with event planning and coordi
nation (travel arrangements, conference-call scheduling, meeting planning, promo
tional events, and collateral-material preparations)
* Maintained and ordered inventory when needed
* Tracked daily orders and identified orders requiring special attention or hand
ling
* Processed orders received via phone, e-mail, and regular mail
* Communicated and resolved customer issues
Program Specialist 2 - 2005 to 2007
Community Development Commission, Santa Fe Springs, CA
Counseled individuals and family members regarding behavior modifications, rehab
ilitation, social adjustments, financial assistance, vocational training, child
care, and medical care. Maintained case history records and prepared reports. Le
d group counseling sessions to provide support in such areas as grief, stress, a
nd chemical dependency. Developed program content, organized, and led activities
planned to enhance social development of individual members and accomplishment
of group goals. Investigated home conditions to determine suitability of foster
and adoptive home, and to protect children from harmful environment. Served as l
iaison between student, home, school, family service agencies, child guidance cl
inics, courts, protective services, doctors, and clergy members.
* Organized and participated in recreational activities, such as games
* Disciplined children and recommended and initiated other measured to control b
ehavior, such as caring for own clothing and picking up toys and books
* Read to children, and taught them simple painting, drawing, handwork, and song
s
* Cared for children in institutional setting, such as group homes, nursery scho
ols, private businesses, and schools for the handicapped
EDUCATION AND TRAINING
A.A., Business, Minor: English - 2009
Long Beach City College, Long Beach CA
GPA: 3.5, Major GPA: 3.0. Completed 65 credits in General Education and related
courses. Course Emphasis:Business Marketing, Business Ethics, Business Laws.
Certificate, Medical Terminiology - 2007
ATI College, Norwalk CA
GPA: 3.0. Relevant courses in Medical Terminiology, Medical Billing, Medical Cod
ing ICD9
ADDITIONAL SKILLS
* Oral Communication
* Leadership/Advocacy
* Problem Solving
* Client Services
* Back and Front Office Operations
* Teamwork
* Statistical Methods
* Staff Models, Policies, and Programs