Experience

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  Extraco Banks

  • United States
  • Banking
  • 300 - 400 Employee

  • Application Support Specialist

    • Mar 2024 - Present

    • Enhance User Experience for Online Banking and Mobile Applications.• Optimize the online banking application for a user-friendly interface, seamless navigation, and efficient transaction processes..• Ensure the online banking platform is responsive across various devices, particularly on mobile, to meet the needs of users accessing the application on different platforms.• Research and assess emerging technologies to identify features that can be seamlessly integrated, enhancing the application’s functionality. • Stay abreast of technological advancements and incorporate relevant updates to keep the online banking application current, secure, and competitive in the market.• Collaborate with development teams to optimize the application’s responsiveness across various devices, with a focus on mobile platforms.• Conduct user surveys and feedback analysis to identify pain points and preferences for interface improvements.

  • Relationship Banker

    • Dec 2017 - Mar 2024

    • Complete customer service transactions and new account openings accurately and efficiently over the phone.• Apply knowledge of Extraco Advantage and engage in meaningful customer conversations.• Partner with Extraco family of Product Champions and deliver premier financial solutions to customers.• Show understanding of personal finances and concept of budgeting to assist customers with recommendations of budgeting. • Display passion for customer service.• Assist customers with online banking, mobile banking (app), loan inquiries, and password resets.• Assist customers with balance and transaction inquiries.• Assist customers with filing dispute transaction requests.

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  Baylor Scott & White Health

  • United States
  • Hospitals and Health Care
  • 700 & Above Employee

  • Goverment Collector I

    • Nov 2015 - Dec 2017

    • Perform collection activities for assigned accounts. Contact patients, insurance companies, attorneys, employers and physicians to resolve payment difficulties. • Document detailed collection activities following established procedures into the appropriate Patient Financial System (PFS) and other systems as necessary.• Conduct thorough research on aged accounts to determine if they need to be escalated to management. Ensure documentation is detailed and that all avenues to resolve the balance have been completed before escalating• Communicate with patients regarding their accounts and solicit their involvement.• Communicate with internal sources (Health Information Management, Billing Department, Access Services, etc.) to resolve account issues that are keeping the claim from processing.• Request and process medical records that need to be sent to the payers to ensure timely payment.• Question payment discrepancies and denials at time of follow-up and take appropriate action as required.• Perform other duties as assigned or requested.

  • Contact Center Specialist II

    • Apr 2015 - Nov 2015

    • Ensure accurate, compliant and timely registration of new patients to ensure optimal service and facilitate financial reimbursement.• Identify and resolve discrepancies or missing information and accurately enter data into the electronic medical record system.• Verify insurance coverage or determine patient self-pay responsibility and provide cost information. Schedules an appointment for the patient or family member with a financial counselor if appropriate.• Schedule healthcare appointments based on need, patient request and in accordance with system and clinic guidelines.• Interpret physician orders to schedule appointments and ancillary tests.• Communicate appointment details and any required preparation for testing along with necessary paperwork and payment to facilitate on time arrival, appointment preparedness and optimal reimbursement.• Write clerical and clinical patient related messages from patients, family members and other healthcare professionals to administrative and provider staff. • Identify emergent patient situations based on caller information and coordinate immediate triage.• Responsible for calming upset callers by providing a composed and professional demeanor and is able to identify and escalate priority issues for resolution.

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  Sprint

  • Cedar Park, Texas

  • Retail Sales Consultant

    • Sep 2014 - Mar 2015
    • Cedar Park, Texas

    • Achieve monthly sales quotas and support Corporate Retail stores and train Retail Sales Consultants on business products and how to close small business deals in the stores.• As a Retail Sales Consultant, I was responsible for maintaining sale goals, a key holder, and providing customer service.• During my time as a retail sales consultant in the wireless industry I was exposed to and mastered the art of one on one sales closing and customer/client negotiations.• The Retail Consultant exceeds sales and service objectives by providing world-class service to customers in our retail stores, including solutions selling to meet the customer's specific wireless needs.

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  Sprint

  • United States
  • Telecommunications
  • 700 & Above Employee

  • Implementation Specialist II

    • May 2012 - Oct 2013

    • Provide excellent customer service.• Assist customer through purchasing decisions, and educating them on their new purchases of device and products.• Achieve monthly CSAT objectives by effectively handling customer service issues and escalations. • Maintain a thorough knowledge of products, pricing, and services offered.• Support Federal and Government customer equipment and day to day account maintenance including Technical Support. Ensure that all issues are resolved or on a clear resolution path, while following up to make sure the resolution path proceeded smoothly.• Assist customers in device Swaps, Flip Flops, Rate Plan Changes, Cancellations and new subscriber Activations.• *Offline Chat Assistance provided for Technical Support inquiries from Sprint personnel via Instant Message.

  • Payment Specialist III

    • Oct 2007 - May 2012

    • Required to handle Supervisor escalated calls as a Lead Representative upon completion of Collections Lead Representative training on Oct. 1, 2007.• Assigned to deescalate, as needed, and assure customers of issue resolution regarding resolved issues.• Required to process payments by the following methods: Checking Account, Savings Account, Credit/Debit Card Payment methods. • Apr. 6 2009, assigned to Sprint Collections Management Review Team to resolve issues pertaining to customers identified as Repeat Callers.• Supports research personnel by creating specific billing research cases/disputes to proper department.• Required to process payments and set up Payment Arrangements if necessary to assist customer’s needs.• Required to handle inbound and outbound calls.• Assigned to Vendor Escalations Team – This team specializes in resolving customers issues escalated from outsourced Lead and Front Line Representatives. Escalations consist of Threats to take Legal action against Sprint, Executive Threats to contact Corporate Office, Threats to contact Better Business Bureau, and FCC.• Required to review to submit cases for Refunds due to over payments.• Required to handle Vendor Escalated calls. (Vendor sites – Cebu Philippines, Manila Philippines, Colombia, Mexico)• Ran Daily, Weekly, Monthly reports regarding Agent Not Ready Time and Log-in/Log-out Reports.

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  United States Marine Corps

  • Fort Worth, TX

  • Logs & Records

    • Jun 2003 - Apr 2010
    • Fort Worth, TX

    • Deployed with Marine Aircraft Group-41, Marine Fighter Attack Squadron-112 to Al Asad Iraq in support of Operation Iraqi Freedom 9.2 from Jun. 2009-Apr. 2010.• Assigned to train junior Marines with maintaining, calculating, checking, and balancing Aircraft Logbooks with NALCOMIS Database System utilizing standard formulas to ensure accurate and timely inspections in accordance with Naval Aviation Maintenance Program and Marine Corps Aircraft Inspection requirements.• While Outside the Continental United States as Corporal of Marines, I was assigned to SUPERVISE 35 Marines in my Unit and held responsible for the accomplishment of my assigned mission as Collateral Duty Inspector (CDI i.e. Supervisor), and for the safety, professional development and well-being of ALL Marines in my charge. • As Collateral Duty Inspector, I was assigned to properly Inspect and ensure all maintenance activities abode by Marine and Naval Aviation Maintenance Procedures.• As CDI, Inspected and validated Logbook entries documented accurately for specifically timed Scheduled Inspections, and to accurately determine End of Service Life on very sensitive Airframe parts.• January 2010, promoted to Sergeant of Marines based on Trust, Confidence, in the Fidelities and abilities displayed amongst junior Marines in my charge.• Active Deployed Status – June 27, 2009-April 16, 2010 (10 Months as Supervisor)• Deployed with MAG-41, VMFA-112 to Gowen Air Field, Boise, ID from Jun. 14, 2008-Jun. 28, 2008 to assist in training subordinate Marines to be familiarized with formulas associated with NALCOMIS Database System.• Successfully completed pre-mobilization training support mission required prior to deployment.• Previously deployed to Okinawa, JAPAN, Tumon, GUAM, and Darwin, AUSTRALIA.

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  Jeld-Wen

  • Temple, TX

  • Spraybooth Operator

    • Dec 2004 - Sep 2007
    • Temple, TX

    • Required to ensure surface of products are flawless prior to painting and inspecting orders for shipment.