Lorena Gonzalez
Miami
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
4
4
years of professional experience
Work History
Provider Services Representative
MCS Holdings
San Juan
10.2022 - 03.2025
- Exceeded established service goals while leveraging customer service, and employee management best practices.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Maintained detailed records of client communications in the company's database system.
- Verified accuracy of submitted documentation prior to processing claims or services rendered.
- Adhered to all applicable laws, regulations, standards, and procedures when interacting with customers and providers.
- Provided top quality control and eliminated downtime to maximize revenue.
- Developed relationships with new providers by providing guidance on how to use our systems, processes, and policies.
Customer Service Representative
MCS Holdings
San Juan
10.2022 - 03.2024
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained updated knowledge through continuing education and advanced training.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Utilized various software and tools to streamline processes and optimize performance.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Operations Supervisor
TAS United
Guaynabo
07.2021 - 06.2022
- Trained, mentored and motivated employees to maximize team productivity.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Delegated work to staff, setting priorities and goals.
- Managed scheduling and staffing, optimizing labor costs while ensuring operational demands were met.
- Guided employees in handling difficult or complex problems.
Education
Associate of Science - Radiology
ICPR Junior College
Arecibo03-2020
Some College (No Degree) - Psicology
Universidad Interamerican
AreciboSkills
- Customer service
- Provider relations
- Problem solving
- Team collaboration
- Organizational skills
- Analytical and critical thinking
- Communication
- Computer skills
- Microsoft office
- Data entry
- Written communication
Timeline
Provider Services Representative
MCS Holdings
10.2022 - 03.2025
Customer Service Representative
MCS Holdings
10.2022 - 03.2024
Operations Supervisor
TAS United
07.2021 - 06.2022
Associate of Science - Radiology
ICPR Junior College
Some College (No Degree) - Psicology
Universidad Interamerican
Similar Profiles
Tsagaandari BattugsTsagaandari Battugs
IT INTERN at MCS HoldingsIT INTERN at MCS Holdings
María G. HerreraMaría G. Herrera
Configuration Analyst at MCS Holdings, LLCConfiguration Analyst at MCS Holdings, LLC
ALWIN DARIEL RIVERA ROSADOALWIN DARIEL RIVERA ROSADO
Grievances and Appeals Technician at MCS HEALTHCARE HOLDINGS, LLCGrievances and Appeals Technician at MCS HEALTHCARE HOLDINGS, LLC