Call Center Agent/Workers' Compensation Specialist/Team Captain at Wing AI Technologies, Inc. (2023-10 – Present)
Managed scheduling for clients, handled patient inquiries, and conducted research for patient care resources. Promoted to Team Captain in November 2024, managing 4 agents and overseeing workers' compensation specialist duties including prior authorization management, appeals and advocacy, legal coordination, and communication with healthcare providers and attorneys.
- Managed scheduling for up to 50 clients per week
- Managed an average of 40 patient inquiries each day through both email and phone, successfully maintaining a 98% response rate to calls
- Conducted comprehensive research to identify and verify contact information for clinics, lawyers, and other resources relevant to patient care, including phone numbers, email addresses, and physical addresses
- Promoted to Team Captain (November 20, 2024): Assumed the role of Call Center Team Captain (4 agents) in addition to duties as a Workers' Compensation Specialist
- Submitted prior authorization requests for various treatments and medical equipment, diligently tracking their approval status and promptly addressing any issues
- Managed the appeals process for denied prior authorizations, preparing and submitting compelling appeals to ensure patients received the necessary care
- Collaborated with attorneys, providing case summaries and recommendations regarding potential hearings or depositions to advocate for injured workers
- Maintained consistent communication with healthcare providers, insurance adjusters, and attorneys to facilitate efficient case resolution
- Monitored team attendance and performance
- Conducted weekly one-on-one check-ins with each team member to provide support, address questions or suggestions, and foster a positive work environment
- Prepared and delivered weekly performance reports to supervisor, including trend analysis and recommendations for improvement
Bilingual Customer Service Representative at RESULTS CX MEXICO (2023-08 – 2023-10)
Provided bilingual customer service support handling inbound calls and resolving customer inquiries regarding billing, account information, and technical issues.
- Answered an average of 30 inbound calls daily, providing efficient and courteous assistance to customers in both English and Spanish
- Resolved customer inquiries regarding billing, account information, and technical issues with a focus on first-call resolution
- Utilized CRM software to accurately document customer interactions, ensuring detailed and up-to-date records
- Consistently met or exceeded performance indicators such as average handling time and customer satisfaction
Bilingual Customer Service Representative at TTEC CX Solutions Mexico (2022-10 – 2023-08)
Delivered outstanding customer support through email in both English and Spanish, resolving customer questions and addressing issues with recognition as a top performer.
- Delivered outstanding customer support to approximately 25 customers each day through email, effectively resolving questions and addressing issues
- Handled an average of 25 customer issues each day, earning recognition as a top performer for four months straight
- Effectively communicated with customers in both English and Spanish, ensuring clear and accurate information exchange and adapting communication style to individual customer needs
Receptionist at Hotel Fiesta Americana Aguascalientes (2017-01 – 2022-05)
Provided exceptional customer service to hotel guests, managed reservations, processed payments, and resolved guest issues and complaints effectively.
- Provided exceptional customer service to hotel guests, addressing inquiries, resolving complaints, and ensuring a positive guest experience
- Efficiently managed guest check-in and check-out procedures, processing payments and ensuring accurate record-keeping
- Managed hotel reservations, processing bookings, modifying reservations, and coordinating with other departments to optimize room occupancy
- Handled cash and credit card transactions accurately, balancing the cash drawer at the end of each shift
- Resolved guest issues and complaints effectively, escalating complex issues to management as needed, contributing to high levels of guest satisfaction
