Lusia Smith

As a Customer Service Agent, I was able to become a collaborative professional who constantly tried to exceed expectations, I believe that learning is a lifelong process. Teamwork is the key to productivity and the success of our customers. We perform above and beyond the norm by setting new benchmarks & by achieving higher levels of success.

I was able to develop my talents, thrive on innovations, learn the meaning of "dealing with ambiguity" and move around in a stressful environment, rebate customer objections in a professional way and still provide good customer satisfaction.

Administrative Assistant - Clinica Medica Sarie Bay

(1998-01 - 1999-02)

• Handle paper work on daily basis, copying, faxing, telephone operator
• Scheduling appointments, updating and filling out insurance forms, arranging for hospital admissions and laboratory services
• Negotiate claims settlements, examine claims records and forms to determine whether the patients has medical insurance

Administrative Assistant Clerk - Registraduría Nacional del Estado Civil (Colombia)

(1999-04 - 2002-09)

• Clerical duties on child birth records, marriage and Id requests, Front Desk
• Responsible for issuing certified Id's for electoral staff, while supporting vote counting process for the city of San Andres Island

Inside Sales Rep. - Dell Inc. Panama - Panama

(2003-08 - 2004-09)

Entry level sales representative that learned segment and product/service offerings full range of Dell Technology. For U.S. customers.

Sales Support Senior Assistant - Dell Inc. Panama - Panama

(2004-09 - 2006-09)

Responsible for making modifications to online orders per customer's request, overseeing the cancel/reenter process in every transaction (credit process, account maintenance, price adjustments). For U.S. customers

E-commerce Specialist - Dell Inc. Panama - Panama

(2006-09 - 2008-03)

Responsible for assisting customers in placing online orders, credit card information for Latin American customers and the Caribbean

Customer Care Specialist - L.G. Panamá - Panama

(2008-06 - 2009-02)

Assisting customers with LG appliances when need help in regards to the product.

• Build case, customer verification process, scheduling for service, follow up with customer cases, troubleshooting

Deposit Center Agent - Telemercadeo Interactivo de Panamá (TIP)

(2009-03 - 2010-12)

• Make deposit on customers online pokers account. Using credit card, wire transfer, western union, pre-paid credit cards
• Contacting clients with past due balances in the portfolio
• Execution of system established collection plan
• Reporting any disputed/ short paid invoices with reasons for disputes and collaborating with the internal department to expedite resolution/payment
• Analyze and monitor delinquent account balances, including effective overdue control and follow-up program for all customer accounts that are late, overdue, potentially overdue, or potential written-off

Customer Care Agent - Platinum Care Services

(2011-03 - 2012-07)

• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintains customer records by updating account information
• Recommends potential products or services to management by collecting customer information and analyzing customer needs

Customer Care Agent - Platinum Care Services

(2012-10 - 2013-09)

• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintains customer records by updating account information
• Recommends potential products or services to management by collecting customer information and analyzing customer needs
• Take actions to encourage timely debt payments, Process payments and refunds
• Resolve billing and customer credit issues
• Update account status records and collection efforts
• Report on collection activity and accounts receivable status

Customer Care Agent - IT'S PTY Contact Center

(2013-10 - 2014-11)

• Greet customers warmly and ascertain problem or reason for calling
• Maintains customer records by updating account information, payments collections, disputes
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Customer Services Interpreters Medical Terminology - Pacific Interpreters

(2014-12 - 2018-12)

Is responsible for handling calls on and renders meaning of conversations in the consecutive mode of interpretation between speakers of Spanish and English processes information quickly and concisely, recognizes sensitive cultural differences and is professional and courteous at all times. Will use appropriate industry terminology in the following fields: Healthcare, Government, Insurance

• Contact medical offices, insurances company, hospitals in order to get missing information to file claims
• Document medical claims actions by completing forms, reports, logs and records
• Knowledge of medical terminology, Financial, Utilities, Travel & Hospitality, and 911, Law Enforcement, and general business

Customer Care Agent - Order Inn

(2019-05 - 2020-03)

Placing food orders for customers staying in hotels that did not have restaurants or kitchens.

Customer Care Agent - Golf Now

(2020-06 - 2021-02)

• Responsible for explaining the features and benefits of past and current product lines
• Processing return authorizations for credit
• Evaluating and requesting pricing adjustments for accounts as necessary
• Inquiries from Accounts and consumers regarding the status of Sales and Customer Service orders
• Demonstrate use of good customer service skills to provide excellent customer service on every interaction
• Back office

Customer care agent - A360

(2023-10 - 2024-02)

• Coordinate and manage medical appointments efficiently
• Handle patient phone calls and emails
• Update and maintain up-to-date appointment records
• Multitasks while maintaining great customer service
• Communicate with patients and physician staff

Customer care agent - Heya

(2024-10 - 2026-05)

Responsible for promoting favorable interaction with patients, providers and payers through prompt, accurate and courteous resolution of telephone and written inquiries. This position is responsible for inbound calls relating to medical, pharmacy, vision, and related healthcare options.

• Receive inbound calls from patients, providers, and members; occasionally return calls

Technical - Exterior Commerce - Infotep (Instituto de Formación Técnica Profesional) San Andrés Colombia

Accounting