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Customer Service Information

Location:
Palm Springs, CA
Salary:
Open
Posted:
March 20, 2018

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Resume:

Guadalupe D. Reesman

***** ******* ****

La Quinta, CA 92253

Cell: 760-***-****

Email: ac4u8a@r.postjobfree.com

Objective:

I am seeking a position in which my exceptional customer service skills can be fully utilized.

04/2014-06/2017

Office Assistant III

TAMD-Indio

County of Riverside

Processes medi-cal applications and assigns eligibility based on customer needs, uses statewide data-base to research individual information by name, SSN#, and other identifying information. Updates, changes and reviews information in statewide system as requested by eligibility workers. Creates new cases based on customer needs and assigns eligibility technicians to expedite services. Reviews tasks submitted by employees and process eligibility as requested or permitted within policy. Works at reception area with maintaining order within the lobby and ensures customer’s needs are met in a timely manner. Checks in customers to appropriate destination based on needs and reason for office visit. Handles personal documents, scans into each individual case and issues receipts. Files and indexes customer documents electronically ensuring that they are filed in correct manner to facility ease of locating files for further eligibility determination. Answers questions, concerns and complaints by customers in both English and Spanish. Abides by policies and procedures set forth for each individual task completed. Handles and screens correspondence to ensure delivery to correct department is achieved. Provides guidance and training to co-workers in area of responsibility. Creates, update and retrieves customer files to ensure individual information is up to date. Issues emergency benefits to customers in an efficient and timely manner. Familiar with organizing and scheduling meetings and appointments utilizing Outlook email program. Ensures to proofread and take notes for meetings. Responsible for scheduling and organizing unit meetings on a monthly basis. Creates unit agendas and memorandums as changes in protocols arise. Abides by confidentiality legalities to ensure that all customer information is kept confidential per HIPAA regulations. Utilizes Spanish bilingual ability to ensure that cultural needs of customers are being met and that expectations for customer service are exceeded.

01/2013-04/2014

Childcare Eligibility Technician

TAMD-Cathedral City

County of Riverside

Conducted interviews with clients to establish eligibility requirements. During interviews went over and explained forms, State and Federal regulations and policies and ensured understanding. Reviewed documents provided such as school attendance, income and vitals to establish if eligibility is possible. Reviewed and created a budget spreadsheet to explain if eligibility is met for childcare services through the County of Riverside. Conducted interviews in both English and Spanish to meet customer language needs. Maintained electronic case files and ensured all case journaling was up to date and accurate. Addressed customer concerns and questions in a professional manner. Ensured all documents were imaged and filed electronically on to case. Reviewed cases on a monthly basis to determine continued eligibility. Received recognition for providing exceptional customer service. Participated in required trainings to ensure information was up to date. Abided by confidentiality legalities to ensure that all customer information is kept confidential per HIPAA regulations.

09/2011-01/2013

Office Assistant III

TAMD-Cathedral City

County of Riverside

Processes Medi-Cal applications and assigns eligibility based on customer needs, uses statewide data-base to research individual information by name, SSN#, and other identifying information. Updates, changes and reviews information in statewide system as requested by eligibility workers. Creates new cases based on customer needs and assigns eligibility technicians to expedite services. Reviews tasks submitted by employees and process eligibility as requested or permitted within policy. Works at reception area with maintaining order within the lobby and ensures customer’s needs are met in a timely manner. Checks in customers to appropriate destination based on needs and reason for office visit. Handles personal documents, scans into each individual case and issues receipts. Files and indexes customer documents electronically ensuring that they are filed in correct manner to facility ease of locating files for further eligibility determination. Answers questions, concerns and complaints by customers in both English and Spanish. Abides by policies and procedures set forth for each individual task completed. Handles and screens correspondence to ensure delivery to correct department is achieved. Provides guidance and training to co-workers in area of responsibility. Creates, update and retrieves customer files to ensure individual information is up to date. Issues emergency benefits to customers in an efficient and timely manner. Maintained informed on State laws and regulations to ensure that laws are being followed. Attended required trainings as mandated by policy. Familiar with organizing and scheduling meetings and appointments utilizing Outlook email program. In charge of reception area and answering customer inquiries. Assisted with customer complaints and concerns and handled already irate customers in a professional manner. Maintained exceptional rapport with co-workers and customers. Abided by confidentiality legalities to ensure that all customer information is kept confidential per HIPAA regulations.

02/2011-09/2011

Spanish Bilingual Over the Phone Interpreter

Tucson, AZ

Cyracom/Language Line

Served as conduit between two customers who have language as a barrier. Remained professional even in extremely stressful situations. Interpreted for judges, doctors offices during exams, hospitals during emergency procedures, attorneys, police stations, schools, medical specialist and other public service entities. Ensured accurate and efficient interpreting services. Abided by confidentiality legalities to ensure that all customer information is kept confidential per HIPAA regulations.

10/2005-09/2010

Collection Specialist Representative

Tucson, AZ

Citicards

Answered incoming collection calls and assisted customers to meet the needs of the company and ensure less future defaults. Placed outbound calls and assisted customers by giving financial counseling advice, offering payment plans, setting up payment plans, reviewing budgets and establishing new budgets to facilitate customers maintaining accounts current. Received several recognition awards for attendance, performance, customer service skills and applying state and federal regulations to stay within guidelines as mandated by state laws. Participated in ongoing trainings during and after business hours to maintain strong knowledge of changing laws regarding collection laws practice. Abides by confidentiality legalities to ensure that all customer information is kept confidential per HIPAA regulations. Followed strict state legalities on collection practices as mandated by company policy.

Technical Skills

Spanish bilingual: Fully Spanish proficient (read, write and read both English and Spanish), ability to 10 key by touch, typing speed of 50WPM+, strong knowledge of C-IV system, MEDS statewide system, instant messaging and email programs. Ability to learn and apply what is learned. Takes direction well and can work well under pressure.

Office Equipment

Knowledge of all basic office equipment including but not limited to: multi phone line system, copy machine, fax machine, computer, SFIS software, EBT program and equipment, intercom feature on telephone and Outlook email systems. Knowledge of Microsoft Word, Excel and PowerPoint.

Education

08/09 to Present

Liberty University

60 semester Unit credits

Psychology w/emphasis on Crisis Intervention

BA expected 12/2018



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