bilingual, call center customer service
Resume:
Ines Tlaiye
Newcastle, CA *****
****.******@*******.***
Bilingual English & Spanish Word and Excel Positive attitude
In and outbound calls Data processing Ready to learn
Escalation calls Typing 45+wpm Team lead
Assistant Manager 10 Key average 9800kph
Front Desk/Receptionist
Work Experience
COVERED CA/EVENTUS SOLUTIONS GROUP, LLC July 2013- April 2015
Bilingual Service Center Representative/Help desk support
Assist the California Health Benefit Exchange with completing and processing applications, reviewing eligibility and keying data, submitting trouble tickets for systems errors. Tech support for Agents, Brokers and Certified enrollment counselors, reset passwords and guiding them to use the LMS for classes and certifications. Estimates cost of possible insurance for consumers, document verification. Contact carrier line to verify active eligibility. Oversees a team of 15 Representatives, assigns tracker workload for special outbound projects, creates job aides and leads classroom training for new hires, and monitors calls for quality assurance.
H & R BLOCK Jan 2013 – April 2013
Bilingual Front desk/Customer Service Representative
Answered incoming calls to provide information about Tax preparations, schedule appointments. Performed a variety of clerical office duties. Updated personal information in member database, take payments and responded to general questions regarding status on their taxes.
COMMUNITY RECOVERY RESOURCES March 2012 – Dec 2012
Bilingual Counselor
Working with diverse populations guiding them through the recovery process. Preparer and conducted group and one-on-one counselling sessions, engaging both English and Spanish clients, performing all 12 Core functions including intake and treatment planning case management. Carried out administrative duties including answering phones, take payments, schedule appointments, filing and drafting documents.
NEWCASTLE ROOFING Dec 2010 –Dec 2011
Bilingual Assistant Manager
Supervised staff, coordinated schedules employees, order material, pricing, statements collect customers payments handle money and deposits. Collect time cards to process payroll.
WACHOVIA/HOMEQ/OCWEN Sept 2006 – Oct 2010
Bilingual Bill Collector Specialist
A highly talented Bill Collector with experience in locating and notifying customers of delinquent accounts by mail or telephone. Inbound/outbound, handleing100 calls per day to/from clients/debtors in a bilingual queue.
Documenting every account. Trace delinquent clients/debtors by reviewing notes from previous years searching through websites such as 411 or whitepages.com. Gave additional assistance to the homeowner while reducing company and investor losses by providing loan counseling to educate the clients/debtors in smart money management to stop movement to foreclosure and loss. Computer programs: Bill view, Word Excel, Outlook, MSP program, IT Turbo, Pentagon, DEALL, MS window.
American Health Care May 2006- Sept 2006
Bilingual Customer Service Representative
Customer services for Pharmacy Benefits Management- Duties included: Answer inquiries regarding member’s eligibility, claim processing member’s benefits coverage, enter prior authorization based on plan design, process member’s manual reimbursements, and translations and perform other duties as assigned.
EDS/Maximus
Healthy Families Sept 1999-March 2006
Bilingual Customer Service Representative
Research and Appeals Departments
In-depth knowledge of the Max2 systems and application processing, answered customer questions on medical eligibility and any assistance in filling out health insurance application. Processed correspondence, inquires, complaints, appeals and request for fair hearing in an accurate and timely manner. Ability to recognize potential errors being made out of other departments and provide feedback for quality purposes. Consistently meet performance benchmarks in all areas (Quality Audits, Work, Hold, and Handle Times). Became the "go-to" person for new reps and particularly challenging calls as one of the mentors/trainers of both new and established employees. Help company attain monthly service levels, and customer service ratings (as determined by external auditors) -- earned 98% or higher marks in all categories including communication skills, listening skills, problem resolution and politeness. Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
Hard working and trusted to provide excellent customer service. Handle over 80 inbound calls on a daily basis, both provider and member inquiries, and trusted to provider first time resolution.
Knowledge of HIPPA Compliancy.
Education
INTERCOAST COLLEGES July 2012
Counseling Studies Certificate
4.0GPA
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