Summary
Overview
Work History
Education
Skills
Timeline
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Sonia Espinoza

Glendale

Summary

I excel in compassionate customer service, fostering strong relationships and ensuring patient satisfaction.

I can demonstrate strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. I bring a positive attitude and commitment to continuous learning and growth.

I have a strong background in developing efficient processes and am known for a collaborative approach and a commitment to excellence.

I can handle multiple tasks effectively and efficiently in fast-paced environments.

I am organized and dependable, with a willingness to take on any added responsibilities.

Overview

18
18
years of professional experience

Work History

BEHAVIORAL Health Refunds Specialist

Valleywise Health
04.2021 - Current
  • Review overpaid credit balances for Valleywise Health psych and behavioral health accounts.
  • Determines valid credit balances for refunds/ recoupment processes.
  • Developed training materials for new staff on operational procedures and best practices.
  • Streamlined workflow processes to increase efficiency in patient intake operations.
  • Followed all company policies and procedures to deliver quality work.
  • Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
  • Developed training materials to enhance staff proficiency and productivity.
  • Gathered, organized and input information into digital database.
  • Generated reports detailing findings and recommendations.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Devised and implemented processes and procedures to streamline operations.
  • Educated staff on organizational mission and goals to help employees achieve success.

Customer Service Representative

Valleywise Health
03.2008 - 03.2021
  • Resolved customer inquiries efficiently, ensuring high levels of satisfaction.
  • Developed training materials for new staff, fostering a knowledgeable and capable customer service team.
  • 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.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Cross-trained and provided backup support for organizational leadership.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Maintained clean and orderly checkout areas by emptying trash cans and wiping down surfaces.
  • Identified and resolved discrepancies and errors in customer accounts.

Education

High School Diploma -

Peoria High School
Peoria, AZ

Skills

  • Compassionate, empathy and patience, caregiving
  • Documentation and reporting
  • Customer service
  • First aid and safety
  • Daily living assistance
  • Active listening
  • Adaptability and flexibility
  • Emotional companionship
  • Light housekeeping/ meal prep
  • Team collaboration
  • Attentive to people

Timeline

BEHAVIORAL Health Refunds Specialist

Valleywise Health
04.2021 - Current

Customer Service Representative

Valleywise Health
03.2008 - 03.2021

High School Diploma -

Peoria High School

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Sonia Espinoza