Jose A. Felix
Raleigh
Summary
Qualified professional with 21+ years of customer relations services motivated to maintain outstanding customer service satisfaction and to contribute to company success. Customer-focused, quality oriented, team player and proactive in resolving any issues utilizing communication and organizational skills. Able to establish rapport with clients and to increase revenue. Technically competent to learn required software and applications. Hold the ability to communicate and present complex data in easy and simplified manner being multilingual in English, Spanish, and Italian. Excellent multitasking abilities while maintaining accuracy and perfection in assigned work.
Resourceful Financial Care Counselor known for high productivity and efficient task completion. Skilled in financial planning, debt management, and client relations. Excel in communication, empathy, and problem-solving to navigate complex financial situations with clients. Committed to providing exceptional care and support while managing financial processes effectively.
Overview
29
29
years of professional experience
Work History
Financial Care Counselor
Duke
12.2020 - Current
- Obtain intake information, personal data, medical history, and insurance verification for patient registration
- Communicated with insurance carriers to provide requested clinical information and resolve coverage issues
- Explain policies and departmental coverage as requested
- Calculate according to PRMO credit and collection policies
- Complete the managed care waiver form for patients considered out of network and receiving services at a reduced benefit level
- Managed referral entries and updates to enhance patient tracking
- Gathered documentation to support resolution of inquiries and complaints
- Maintained billing documentation for efficient processing and accuracy
- Refer patients to the Manufacturer Drug program as needed for medications
- Determine if patient's condition is the result of an accident and perform complete research to determine the appropriate source of liability/payment
Loan Servicing Specialist 3
Wells Fargo Auto
05.2020 - 12.2020
- Provided quality customer service to customers with repossessed vehicles by delivering reinstatement and redemption quotes. Work in a professional, customer centric, and high-volume environment: taking inbound calls, and may make outbound calls utilizing direct dial system to initiate customer contact and provides necessary information to update and complete the reinstatement/redemption process. Recorded information, imported/entered data, and maintained records across multiple online systems, utilizing extensive knowledge of department policies and procedures. Resolves issues and escalates unresolved or unusual issues as needed to senior staff members or management for guidance and resolution. Assisted co-workers by handling bilingual calls, facilitating better communication with diverse customer base. Maintained knowledge of patient access and revenue cycle.
- Processed loan applications for auto financing efficiently and accurately.
- Reviewed customer accounts and resolved discrepancies in loan servicing.
- Communicated with clients to explain loan terms and payment options.
Bilingual Customer Service Representative
NTHRIVE
03.2019 - 03.2020
- Conferred with customers via phone or in person to provide product and service information, process orders or account cancellations, and gather details on complaints. Kept records of customer interactions and transactions, documenting details of inquiries, complaints, and comments. Resolved customer service or purchasing complaints by performing activities such as refunding money, and credits. Assisted management with daily projects to support operational efficiency. Supported co - workers with bilingual calls. Maintained knowledge of patient access and revenue cycle.
- Provided bilingual support to customers via phone and chat channels.
- Resolved customer inquiries using company knowledge base and resources.
Accounting Specialist
New South Empires
12.2013 - 06.2018
- Manage accounts, update, and keep accounts in good standing; Implemented initiatives to increase revenue, enhancing overall business growth.; Manage payroll
- Establishing rapport with customers; Conducted state-wide travel to acquire new clientele
- Reconciled bank statements with company records regularly.
- Prepared financial reports and statements for internal review.
- Provided support during audits by organizing necessary documentation and reports.
- Developed reports to support month-end close process including account reconciliations.
- Maintained accurate financial records using accounting software tools.
- Manage accounts, update, and keep accounts in good standing; Increase revenue; Manage payroll
- Maintained accurate financial records using accounting software, ensuring compliance and facilitating financial reporting.
Customer Voice Associate
LULU Press/Greer Group
10.2017 - 11.2017
- Provide email, phone, and live chat support to Lulu.com customers, ticket handling
- Cultivated relationships across departments to enhance collaboration for efficient ticket resolution
- Provide detailed notes to peers and/or manager when escalation of a customer ticket or call is necessary
- Identified and reported bugs to QA team
- Contributed to process improvement initiatives, identifying opportunities for enhanced customer service
Administrative Assistant
PAVE SE Raleigh Charter School/Greer Group
04.2017 - 08.2017
- Managed front office operations; answered telephone calls, took and received messages, maintained dismissal list to ensure smooth daily activities
- Translated various documents from English to Spanish to support communication.
- Greeted parents and students, facilitated arrival and dismissal processes to create a welcoming environment
- Utilized computer applications such as Microsoft Office and Outlook to streamline administrative tasks
Bilingual Work First Assistance/Child Care Subsidy
Greer Group
01.2017 - 04.2017
- Knowledge of Economic/Social Services programs and Policy/Procedures provided by NC State Wake County Dept. of Health and Human Services
- Assist in developing and maintaining strong relationships with clients by listening to them and understanding, responding to their needs in a detail manner. Perform excellent customer service skills and interviewing skills.
- Answering customer inquiries while adhering to strong communication skills to meet dept. goals
- Assist with screening potential applicants and ongoing consumers by giving them concise and clear information to the ability of their understanding in order to determine initial and ongoing routing or referral using NCFAST system and KINDERWAIT3.
- Create face sheets with the child subsidy program; Process and update records
- Assist with the childcare subsidy waiting list using NC Fast and KINDERWAIT3 spreadsheet system
- Monitor the reception area for any potential problems due to heavy traffic, long waiting periods, or other situations; Assist the fast-paced environment with attention to detail and accuracy; interpret policy translate concepts to public.
Benefits Customer Service
Veritute /Fidelity Investments
08.2016 - 11.2016
- Answering customer inquiries while adhering to measurable departmental goals.
- Processing transactions accurately. Effectively utilizing and navigating internal resources to arrive at the right solution for the client e.g., computer systems, online resources, and business partner relationships.
- Demonstrating excellent call handling skills, patience, and respect with complex and non-complex calls
- Establishing rapport with customers, making them feel unique and valued.
- Completing Client Benefit/Insurance Plan Training and ongoing education and learning.
Bilingual Customer Support
Time Warner Cable! Morrisville, NC
Morrisville
11.2015 - 02.2016
- Responsible inbound and outbound call support to facilitate account resolution/research/collections
- Manage customer requests
- Diagnose accounts receivable problems, perform research into solutions
- Look out for sales leads
Bilingual Customer Support
CARQUEST /Advance Auto! Raleigh, NC/ Randstad
Raleigh
02.2015 - 06.2015
- Responsible inbound and outbound call support to facilitate account resolution/research/collections
- Manage customer requests
- Diagnose accounts receivable problems, perform research into solutions
- Reconcile A/R ledger accounts to supporting documentation
Accounting Manager and HR Specialist Bilingual*
Pitt Bar and Lounge
Raleigh
11.2007 - 12.2014
- Full charge processing of all accounts receivable / payable; Books of business w/ revenue retention
- Manage all petty cash and office supply expense accounts
- Reconcile bank balances; record general ledger entries
- Establish and set up credit accounts with vendors and collections, Promotions
- Manage personnel, train, and payroll of over $100,000 for employees
Certified Account Credit Counselor and Educator Bilingual*
Hummingbird
Raleigh
01.2010 - 04.2011
- Advise and educate clients on acquiring information and managing debt
- Calculate client's monthly income to meet financial goals
- Account reconciliation obtaining daily financial information /creating spreadsheets with different department codes to identify each problem
- Develop and advise on debt management credit issues, budget, and bankruptcy counseling; resolve disputes
- Credit Counseling and Education/ Bankruptcy Certification
Bilingual Patient Account Relation Specialist
Wake Med
Raleigh
01.2007 - 12.2009
- Take payments for incoming patients via ER; Cash handling; manage accounts
- Created spreadsheets for cash payments, CC and debit payments, billing, and collections
- Medical coding; front Desk Management Operations
- Meet and Greet patients
- Inbound Calls, email correspondence and Postal mail organization
Front Desk Concierge Bilingual*
New York Palace Hotel
New York
01.2004 - 12.2006
- Meet/greet guests and patrons; manage the registration process
- Handle guest check-ins and check-outs appropriately; Operate hotel switchboard, take calls, and provide information and transfer calls; take reservations over the telephone, through emails and in person
- Manage accurate accounting of all rooms; Compute bills and take payments; Balance cash at the end of the shift and generate accounting reports for the benefit of the next shift; collection
- Answer queries regarding the hotel's services, charges, dining facilities, sports facilities, and travel directions
- Provide guests with directions around the hotel
Internal Auditor Bilingual*
TD Waterhouse
New York
03.1997 - 12.2002
- Conducted risk assessment of assigned department in an established timeline
- Establish risk-based audit programs
- Conduct audit testing of specified area and identify reportable issues and dimension of risk
- Determine compliance with policies and procedures
- Draft comprehensive and complete report of audit area providing support to the company's anti-fraud programs
Education
Associate of Business Degree - Business Administration/Accounting
Lehman College of New York
New York, New YorkGeneral Studies Graduated -
Cardinal Hayes High School
Bronx, New YorkCertificate - Medical Translation
Wake Technical Community College
Raleigh, N.CSkills
- Quality Time Management Skills
- Assurance & Control
- Regulatory Compliance
- Team Building
- Microsoft Office Suite
- Adaptable Conflict Resolution
- Energetic Work Attitude
- Service-Oriented
- Word, Excel, Outlook, and Power Point
- Accounts Payable/Receivable
- Financial counseling
- Data entry
- Revenue cycle management
- Customer relationship management
- Risk assessment
- Process improvement
- Team collaboration
- Conflict resolution
- Financial auditing
- Record keeping
- Time management
- Teamwork
- Billing inquiry management
- Teamwork and collaboration
- Time management abilities
Highlights of Qualification
English, Spanish, Italian
Timeline
Financial Care Counselor
Duke
12.2020 - Current
Loan Servicing Specialist 3
Wells Fargo Auto
05.2020 - 12.2020
Bilingual Customer Service Representative
NTHRIVE
03.2019 - 03.2020
Customer Voice Associate
LULU Press/Greer Group
10.2017 - 11.2017
Administrative Assistant
PAVE SE Raleigh Charter School/Greer Group
04.2017 - 08.2017
Bilingual Work First Assistance/Child Care Subsidy
Greer Group
01.2017 - 04.2017
Benefits Customer Service
Veritute /Fidelity Investments
08.2016 - 11.2016
Bilingual Customer Support
Time Warner Cable! Morrisville, NC
11.2015 - 02.2016
Bilingual Customer Support
CARQUEST /Advance Auto! Raleigh, NC/ Randstad
02.2015 - 06.2015
Accounting Specialist
New South Empires
12.2013 - 06.2018
Certified Account Credit Counselor and Educator Bilingual*
Hummingbird
01.2010 - 04.2011
Accounting Manager and HR Specialist Bilingual*
Pitt Bar and Lounge
11.2007 - 12.2014
Bilingual Patient Account Relation Specialist
Wake Med
01.2007 - 12.2009
Front Desk Concierge Bilingual*
New York Palace Hotel
01.2004 - 12.2006
Internal Auditor Bilingual*
TD Waterhouse
03.1997 - 12.2002
Associate of Business Degree - Business Administration/Accounting
Lehman College of New York
General Studies Graduated -
Cardinal Hayes High School
Certificate - Medical Translation
Wake Technical Community College