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Professional Summary

Fourteen years of proven customer service experience in a variety of settings. Highly motivated team player focused on ensuring that each patient's needs are quickly executed. Exemplary interpersonal skills, with an ability to build rapport and maintain loyal clientele. Knowledgeable leader with the ability to organize and lead a team of diverse personnel. Team player, fast learning, enthusiastic and eager to grow with the committed team within UHealth as the Manager of Donor relations.

Work History
University of Miami - Patient Benefits Advisor Coral Gables, FL 02/2019 - Current
  • Lead team of Patient Access Representatives in providing outstanding customer service to patients requiring assistance for explanation of their insurance benefits, estimated cost of procedures
  • Created estimated which Increased upfront collections for procedures by 70% in Q1 2020
  • Responsible for creating over $5.6M in estimate amounts due, where over $3.2M estimate amount arrived, representing 71% in potential collections ; generating over $878K in upfront collections. From Feb. 2019 through July 2019
University Of Miami - Senior Customer Service Representative Miami, FL 09/2018 - 02/2019
  • Cultivated patient flow hour-by-hour to ensure that everyone was taken care of properly
  • Liaised between patients and physicians to ensure patient comprehension of treatment plans
  • Managed planning and fulfillment of goals and objectives consistent with Uhealth's mission and philosophy
Four Seasons, Beverly Wilshire Hotel - CUT by Wolfgang Puck - Service Representative Beverly Hills, CA 08/2014 - 01/2017
  • Provided information about company products and services, for VIPs and influential clients
  • Maintained productivity and quality standards at all times
  • Through direct contact, cultivated long-term customer relationships
  • Bilingual in Spanish
  • Tech Savvy
  • Extensive Customer Service experience
  • Records maintenance
  • Advanced competency in Microsoft Suite
  • Production Management
  • Results-oriented
  • Analytical and Deadline Driven
Expected in 2020 University of Miami Miami, FL Master of Science: Media Management
2012 University of Central Florida Orlando Bachelor of Fine Arts
This resume is created in 7 minutes.
  • Personable and professional under pressure. Motivated Customer Service Specialist with over 20+ years retail experience. Meticulous and excellent at juggling multiple tasks, while working under pressure. Broad industry of experience includes Call Center, Barista, Telecom Management and Banking.
Work History
Member Relationship Specialist, 10/2018 to Current
Christian Care Ministry Colorado Springs, CO
  • Performed as back up on Retention Team as Member Relationship Specialist
  • Defer members from withdrawing from Medi Share program by going over in detail insurance world verses what Medi Share offers. Reminding them of "why" Medi Share and value of it for them
  • Open and document new medical needs for members that may need critical care
  • Accurately assessing and documenting more than 100 medical bills in timing and efficient manner
  • Using assertiveness and power of persuasion to lead caller in direction needed to collect information in order to get one call resolution
  • Maintaining and demonstrating expert working knowledge of all current programs and guidelines
  • Utilizing soft skills by relaying accurate, complete and sometimes sensitive information to caller with tact and grace
  • Ability to multi-task by navigating through more than 3 systems at time
  • Maintained excellent attendance record, consistently arriving to work on time
Barista, 05/2011 to 11/2019
Starbucks Colorado Springs, CO
  • Focused on world class customer service to help develop strong connection with customers
  • Answered product questions with up-to-date knowledge of sales and store promotions
  • Organized store merchandise racks by size, style and color to promote visually appealing environment
  • Dedicated to continuously improving sales abilities and product knowledge
  • Learned, referenced and applied product knowledge information
  • Developed meaningful, lasting relationships with customers and fellow teammates
High School Diploma: 1987
Von Steuben MPSC - Chicago, Illinois
  • Excel
  • CSI
  • Sales Force
  • Emdeon
  • Word
  • Creative problem solver
  • Call Center experience
  • Proficient with POS
  • Exceptional communication skills
  • Thinks out of the Box
  • Quick learner
  • Multi-line phone talent
  • Soft and hard selling
  • Computer efficient
  • Proficient in Windows

Customer Relations

  • Earned highest marks for customer satisfaction, company-wide.
  • Above rating for Quality Assurance Compliance
  • 100% Voice of the customer rating
  • Highest Drive Thru times in a row 66 cars per 1/2 hr
  • 100% overall customer satisfaction
  • Received multiple reviews/brags from customers and management
  • Made over 100 beverages each 1/2 hour
This resume is created in 7 minutes.
A reliable, conscientious individual who can work well with little or no supervision.  Highly communicative; ability to establish a positive rapport with subordinates, peers, management and the general public.  Dedicated to rendering the highest possible professional service, and welcomes the challenge to new projects. 
  • Friendly demeanor
  • Accurate money handling
  • Motivated team player
  • Time management skills
  • Multi-tasking ability 
  • Strong work ethic
  • Loan processor
  • Customer relations
  • Good telephone etiquette
  • Computer proficiency
  • Communication skills
  • Reliable
  • Organized
Account Utility Player 09/2017 to Current Universal Athletic Bozeman, MT
Process and post all incoming customer payments including checks, credit cards and ACH payment.
Responsible for invoicing all orders shipped out of the central warehouse.
Monitor UA billing e-mail: distribute e-mail to appropriate accounts receivable clerk as needed.
Member Service Representative 08/2016 to 07/2017 Rocky Mountain C.U. Bozeman, MT
Provide customer support over the phone in call center environment.
Perform member transactions on checking and savings accounts and process payments.
Ability to focus on and resolve members issue's.
Ability to maintain a calm, professional demeanor when faced with high demand/high volume workload.
Accounts Payable Clerk 04/2012 to 08/2016 Gallatin Motor Co. Bozeman, MT
Review invoices, sort organize and match bills. 
Set invoices up for payment. Processed daily deposit. 
Researched and resolved billing and invoice problems.
Warranty clerk -  organize, process and review warranty claims made by the customers.
Back up for cashier.
This resume is created in 7 minutes.

Hardworking customer service team member with solid understanding of operational practices and safety standards. Read, understand and accurately follow directions to complete efficient work. Contribute to team success with field knowledge and dedication to going above and beyond to do every job correctly.

  • Cash handling
  • Neat, clean and professional appearance
  • Comfortable standing for long time periods
  • Adaptive team player
  • Math and language skills
  • Delivers exceptional customer service  
Greedy's June 2017 to September 2017 Cashier/ Customer Service
Cleveland, Oh
Accepted payment from customers and made change as necessary. Cleaned and straightened work area. Assisted co-workers with additional needs. Assisted diners with seating as needed.Portioned and wrapped food.Placed food servings on plates and trays according to orders or instructions. Prided myself on a quality performance.
Sbarro September 2018 to Current Crew Member
Beachwood, OH
  • Maximized customer satisfaction by quickly addressing and resolving complaints with food or service
  • Frequently washed and sanitized hands, food areas and food preparation tools, adhering to safe food handling practices
  • Kept customer and food preparation areas clean and well-organized for maximum efficiency
  • Completed opening, closing and shift change tasks to promote store efficiency
  • Suggested additional menu items, beverages and desserts to increase sales
Education and Training
Invictus High School 2018 High School Diploma: Required Cleveland, Ohio, US