Marlena Hernandez
Stockton
Summary
Customer Service professional with high-level proficiencies in oral and written communication, active-listening, account management and problem-solving. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing resolutions. Actively engaged in the instrumentation of core organizational principles such as fostering inter-team collaboration, aiding in organization and structure, emphasizing communication, and delivering on individual needs, customer desires, and business-wide expectations.
Overview
20
20
years of professional experience
Work History
Scheduling Coordinator
Official Pest Prevention
07.2024 - Current
- Utilized advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
Customer Experience/Production Associate
Tesla
02.2023 - 06.2024
- Worked Customer Direct Delivery, conducting final inspections and delivering vehicles to customers within a 50 mile delivery radius.
- Ensured delivery operations were conducted in a safe, efficient, and accurate manner, with a focus on ensuring customers received courteous service, and ultimately succeeding in maintaining the desired customer experience.
- Toured vehicles with customers, utilizing expert knowledge on product details to respond to customer inquiries.
- Worked on End of Line Production, focused on final diagnostics and overall readiness of manufacturing products.
Customer Service Representative
Blue Shield of California
12.2021 - 02.2023
- Focused on customer relationships through understanding of customer-specific needs and desired business outcomes.
- Utilized company databases to research customer inquiries, and create resolutions for members, including attaining approval for prior authorizations and unpaid claims.
- Ranked in top 1% of colleagues for customer satisfaction and issue resolution.
Accounts Receivable Representative
Surgical Care Affiliates
03.2020 - 11.2021
- Contacted clients with past due accounts to formulate payment plans and discuss options, offering and processing financial assistance applications.
- Managed large volume of denied medical claims.
- Generated accounts payable reports and invoices for review and submission to aid in financial and business decision making.
- Kept records of trends in payments, errors and reasons for lack in payment by maintaining a data log and correcting any errors.
Collections Representative / Legal Director
J&L Teamworks / USCB America
08.2004 - 03.2020
- Handled a large volume of 100-200 outbound and inbound calls daily with the goal of collecting on debt owed.
- Complied with HIPAA Privacy and Security Regulations to protect patients' medical records and information.
- Complied with FDCPA regulations and carried this standard of practice mindfully.
- Supervised incoming legal correspondences and drafted any outgoing correspondences.
- Provided administrative support and research for civil litigation and civil proceedings.
- Counseled debtors on payment options and arranged installment agreements. Negotiated to collect balance in full.
Education
A.A in Legal Administrative Management -
Humphrey's College
Skills
- Interpersonal
- Business Management
- Customer Service Efficiencies
- Project Management Skills
- Call Documentation
- Report Preparation
- Customer Data Confidentiality
- Data Entry and Maintenance
- Account Management
- Issue and Complaint Resolution
- Computer Efficiency
- MS Office Suite of Products
Contact
Stockton, CA 95204
Timeline
Scheduling Coordinator
Official Pest Prevention
07.2024 - Current
Customer Experience/Production Associate
Tesla
02.2023 - 06.2024
Customer Service Representative
Blue Shield of California
12.2021 - 02.2023
Accounts Receivable Representative
Surgical Care Affiliates
03.2020 - 11.2021
Collections Representative / Legal Director
J&L Teamworks / USCB America
08.2004 - 03.2020
A.A in Legal Administrative Management -
Humphrey's College
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