EDITA MARCELO
Summary
Dedicated and empathetic customer service advisor with 13+ years experience in customer support. Patient and highly knowledgeable about products and services with a determination to solve complaints at the first point of contact. Friendly administrative professional offering excellent client engagement and telephone etiquette skills. Detail-oriented team player with strong organizational skills that handles multiple tasks simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
Work History
VA/Scheduling Assistant
Moravia Health
10.2023 - 02.2024
- Achieved high levels of accuracy in data entry, maintaining up-to-date information on staff availability for efficient manning allocation.
- Met tight deadlines under pressure, adapting quickly to changes in priorities or last-minute requests from clients and caregivers.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Increased customer satisfaction with consistent follow-up calls to confirm appointments and address concerns promptly.
Claims and Collections
ASC Strategic Solutions (Pain Physician New York-
08.2023 - 10.2023
- Handles claims and collections from insurance companies for Pain Physician Doctors in the City of New York.
- Process appeals for denied claims.
- Communicate with law firms as well as Wage Compensation Board for denial reasons, hearing status and appeal status.
- Forward updated claims to Billing for payment posting.
Lead Generation/Chat Support Specialist
Engage To Sell
08.2014 - 06.2023
- Responding to customer queries in a courteous, timely and professional manner, via web chat, SMS, Facebook chat and Business Google chat.
- Turn opportunities into sales on any channel by getting a lead.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Streamlined chat support processes for increased efficiency and reduced response time.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
Customer Service Representative
Teletech
01.2009 - 01.2014
- Answer phone calls in a friendly and professional manner using prescribed procedures about the product and services, answer questions, and resolve any emerging problems with accuracy and efficiency
- Use tool navigation skills to efficiently service the customer
- Resolve product or service problems by clarifying the customer's complaint, and determining the cause of the problem; selecting and explaining the best solution; expediting correction or adjustment; and following up to ensure resolution
- Resolve billing issues, recommend account products or features, and assist customers with basic troubleshooting processes
- Responding to customer requests to schedule an appointment on their preferred date and time
- Following up with the customer on the appointment, including cancellation and rescheduling.
Education
Bachelor of Science in Airline Business Administration -
PATTS College of Aeronautics
Skills
- Attention to Detail
- Multi-line phone proficiency
- Timesheet Management
- Scheduling
- Multitasking and Time Management
- Customer Relationship Management
- Mail Management
- Confidentiality and Data Protection
- Verbal and written communication
- Calendar coordination
- Fast Learner
Tools
- Microsoft Applications (mainly excel, office, outlook)
- Google Apps (Gmail, Docs, Slide, Sheets)
- bold360 app
- Skype/Zoom/ Google Meet
- Avaya
- Docusign
- Axiscare
- Vonage
Timeline
VA/Scheduling Assistant
Moravia Health
10.2023 - 02.2024
Claims and Collections
ASC Strategic Solutions (Pain Physician New York-
08.2023 - 10.2023
Lead Generation/Chat Support Specialist
Engage To Sell
08.2014 - 06.2023
Customer Service Representative
Teletech
01.2009 - 01.2014
Bachelor of Science in Airline Business Administration -
PATTS College of Aeronautics
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