Customer Service Team Leader

Kennya Diaz

La Puente, CA • 626-***-**** • ad5usq@r.postjobfree.com

Team leader with demonstrated ability to inspire a shared vision to empower and motivate teams. Dependable and service-oriented professional with expertise in processing and coding claims, ensuring all required criteria is met before eligible payments are issued to claimants. Proven track record of meeting targets, with strong analytical skills and attention to detail. Well-versed in working and collaborating in a fully remote professional environment. Research • Customer Service • Bilingual (Spanish) • Analysis • Complaint Resolution Quality Control • Schedule Management • Process Improvement • Team Building • Employee Training Adaptability • Creative Lesson Planning • Student Motivation • Proficient in Communication Skills Substitute Teacher K-8th Instruction

West Covina Unified School District (May 2023 – Present) Covina Unified School District (April 2023 – Present)

§ Implementing lesson plans across a comprehensive subject range.

§ Improving student participation in the classroom through the integration of creative role-play exercises.

§ Ensuring smooth classroom management in various settings

§ Assisted students individually and in groups to reinforce learning concepts Maximus, Remote

CSR II Operations Bilingual (December 2023 – February 2023)

§ Handles customer service inquiries and problems via the telephone, recording consistent problem areas

§ May respond to e-mail inquiries

§ Computerized system for tracking, information gathering, and/or troubleshooting

§ Answer Incoming calls, emails and chats from general public, clinicians and government officials in accordance with all CDC and Maximus performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policy

§ Calls, emails, and chats are predominantly routine, but may require deviation from standard screens, scripts, and procedures

§ Utilize databases and written materials to look up and provide information to telephone, email, and chat inquiries

§ Track and document all inquiries using CRM and applicable systems

§ Meet Quality Assurance (QA) and other key performance metrics

§ Adhere to the Privacy Act as it relates to the confidentiality of information released

§ Attend meetings and training as requested and maintain up to date knowledge of public response, programs, and systems

Manpower for Maximus, Remote

Team Lead (promotion June 2022 – February 2023)

§ Assign unemployment insurance claims casework to a team of 13 claims specialists

§ Provide subject matter expertise to the team by researching and answering questions relating to cases

§ Identify cases that need to be reassigned/transferred to another team and refer complex issues to supervisor or tenured staff

§ Analyze all information, notes and documentation pertaining to cases to identify gaps and discrepancies

§ Track project-assigned deadlines and maintain detailed records of all activities, both pending and completed, and performed case management by following up on tasks related to the applications

§ Communicate any changes or new directives to team Manpower for Maximus, Remote

Claims Specialist (December 2021 – May 2022)

§ Reviewed Employment Development Department unemployment insurance claim data provided by claimants and employers

EXECUTIVE SUMMARY

COMPETENCIES

PROFESSIONAL EXPERIENCE

§ Analyzed claim information to determine the cause of outstanding issues and determine next steps to resolve these issues

§ Recommended eligibility determination based on code, policy, procedures, and complex financial information by evaluating wages and earnings

§ Made outbound calls as needed to interview employers, claimants, and/or third-party administrators for information verification

§ Documented claimant and employer interactions, along with actions taken to supplement case notes

§ Collaborated with subject matter experts to address unique issues Seville Classics, Inc., Torrance, CA

Administrative Sales Assistant (September 2007 – December 2012)

§ Assistant to the Executive VP of US and International sales

§ Prepare and run reports for accurate sales forecasts, YTD sales, inventory reports, quote preparation and participation in quote feasibility reviews

§ Prepare word processing documents, excel spreadsheets and other forms as requested for clients and presentations

§ Vendor coordination, PO creation and tracking; request PO extensions or cancellations; follow up on PO discrepancies

(price, shipping, etc.)

State Farm Insurance, Los Angeles, CA

Office Representative (December 2005 – August 2007)

§ Successfully completed and maintained all state, federal and State Farm licensing requirements

§ Learned and applied product and market knowledge to provide suitable recommendations to potential/existing clients

§ Conducted needs-based marketing interviews with potential and existing client

§ Interviewed claimants and witnesses to gather pertinent information; verified insurance coverage for property/auto claims

§ Accurately prepared forms, policies, and endorsements when required Discus Dental, Culver City, CA

Customer Service Team Lead (November 2003 – December 2005)

§ Coached new team members on service techniques and provided scoring through quality assurance program

§ Resolved customer service issues using company processes and policies, and provided updates to customers

§ Stepped up to assist customer service manager with complaints and issues during times of department short staffing

§ Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and concerns

§ Trained new employees in how to use the CRM database, entering customer data and organizing customer interaction logs

§ Handled day-to-day customer contact via phones, faxes, and emails Contemporary Services Corporation, Los Angeles, CA HR Assistant and Special Events Supervisor (November 2000 – January 2004)

§ Assisted human resources with hiring process (paperwork, orientation, and training)

§ Oversee and complete timesheets for payroll to process

§ Assisted with guard card process (training, testing, and fingerprinting)

§ Security guard duties – supervisor level

§ Monitor press box and crew during events

§ Front office duties - monitored calls/switchboard (multi-line phone)

§ Ordered services for events (charter buses, meeting rooms, equipment)

§ Bachelor of Arts in Business Administration, American Intercontinental University Los Angeles, June 2007

§ SharePoint, Smartsheets, Office 365, Microsoft Teams, NICE/IEX, InContact Virtual Contact Center, Fieldglass, multiple systems logins utilizing different multi-factor authentication applications, CRM, Genesys, 3270 HHSDC Session/DOS-based systems.

EDUCATION

TECHNICAL PROFICIENCY

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