Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Sherald Espinoza

Phoenix

Summary

Professional with comprehensive experience and readiness for role. Known for strong focus on team collaboration and achieving results. Adaptable and reliable, supporting colleagues effectively and responding to changing needs. Skilled in communication, problem-solving, and client relations. Recognized for integrity, determination, and results-driven approach.

Overview

6
6
years of professional experience

Work History

Video Agent

Halo Collar
02.2025 - 04.2025
  • Informed clients of policies and procedures.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Agents can help with a range of issues, including device setup, GPS problems, and understanding beacon functionality.
  • Customers can connect with agents through a virtual environment where they can discuss issues and receive real-time assistance.


Customer Service Representative

Natiowide Insurance
08.2024 - 11.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Answer incoming calls from customers regarding retirement cases

Prior Authorization Specialist

Cigna
07.2022 - 07.2024
  • Collaborated with physicians to obtain necessary clinical information for prior authorization submissions.
  • Maintained thorough knowledge of insurance plan requirements, facilitating accurate and timely completion of authorization forms.
  • Analyzed medical records and other documents to determine approval of requests for authorization.
  • Verified eligibility and compliance with authorization requirements for service providers.
  • Worked with CPT codes,ICD 9/10 codes
  • Navigated through various apps PaHub,OnePa,Rx pharmacy


Technical Support Representative

Lumen Technologies
10.2021 - 05.2022
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.

Customer Service Coordinator

Arizona Public Service Co
05.2020 - 09.2021
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
  • Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.

Radiology Scheduler

SimonMed Imaging
01.2020 - 03.2020
  • Coordinated radiology appointments for multiple departments, ensuring optimal resource utilization.
  • Developed a strong understanding of various radiology procedures and their prerequisites, allowing for accurate scheduling and patient education.
  • Promoted a culture of continuous improvement within the scheduling department by actively participating in team meetings and offering constructive feedback on current processes.
  • Streamlined appointment scheduling by implementing an efficient online booking system.

Patient Service Representative

Abrazo Medical Group
01.2019 - 01.2020
  • Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
  • Verified insurance eligibility and coverage for patients.
  • Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Used [Software] to schedule appointments.
  • Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.

Education

High School Diploma -

Lifeskills
Colorado Springs, CO
11-2010

Skills

  • Problem-solving skills
  • Positive attitude
  • Customer service and care
  • Problem-solving
  • Goal-oriented mindset
  • Service support
  • Critical thinking

Languages

English
Full Professional

Timeline

Video Agent

Halo Collar
02.2025 - 04.2025

Customer Service Representative

Natiowide Insurance
08.2024 - 11.2024

Prior Authorization Specialist

Cigna
07.2022 - 07.2024

Technical Support Representative

Lumen Technologies
10.2021 - 05.2022

Customer Service Coordinator

Arizona Public Service Co
05.2020 - 09.2021

Radiology Scheduler

SimonMed Imaging
01.2020 - 03.2020

Patient Service Representative

Abrazo Medical Group
01.2019 - 01.2020

High School Diploma -

Lifeskills

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Sherald Espinoza