Patricia Estrada

*** *. ******* **. ******, CA **376

909-***-****

admj0v@r.postjobfree.com

Professional Summary

Experienced Customer Service Representative bringing extensive call center and Account Management experience in inbound, outbound and blended environments. Accountable for consistently demonstrating the knowledge, skills, abilities and behavior necessary to provide superior and culturally sensitive service.

Education

Vanguard University 2003 – 2004

Chaffey College 2004-2005

Rialto High School

2003 Diploma

Experience

Customer Service Representative

Kaiser Permanente – Member Services

(August 2018 - Current)

Corona, CA

• Represents Health Plan by answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues.

• Responds with empathy to complaints and concerns from members concerning Health Plan benefits, account status, payment history and medical services.

• Initiates contact with the appropriate Health Plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed.

• Evaluates data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.

• Follows established procedures to meet customer/member needs.

• Required to effectively interact and negotiate with diverse work units at all organizational levels.

• Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.

• Ability to thoroughly understand a large complex organization and its functional policies, processes and customers.

• Assists department in reaching call handling goals, first contact resolution goals, complaint resolution compliance, number retention and making return contact as warranted.

• Completes required training and understand how to use tools available to recall necessary information.

• Effectively diffuses anger, tension and hostility within regulatory guidelines of members expressing concerns about KP.

• Ability to understand, interpret, act on and direct own work based on analysis of a variety of statistical measurements of individual and contact center performance.

• Promotes, ensures and improves customer service to internal/external customers by demonstrating skills which are consistent with the organization's philosophy of providing extraordinary customer relations and quality service.

Sales Account Representative

ClearCorrect (May 2011 – June 2017)

Round Rock, TX – Remote Position

In this position I registered an activated new members. Collection of payment, invoices, receipts, Training in the use of our product. Identified all billing and invoicing of provider accounts and liaises with Accounting. Proposed solutions to situations to spur future case submission. Created marketing tools to help get new activations. Updating production statistics and reporting to senior. Soliciting referrals, creating emails to target providers who have stopped submitting. Emailing and calling high submitting providers to discover successful actions for purpose of exporting to other providers. Ensures providers are kept abreast of ClearCorrect products and services via phone calls, emails and social media. Maintains accurate records in CRM of all provider interactions, account statuses, and information including ensuring formal complaints are submitted as required by existing procedures.

Lead Customer Service Parts dept.

New Classic Furniture (2007 – September 2009)

Rancho Cucamonga, CA

In this position my employer was a nationwide wholesale furniture distributor. I handled their parts department, and was their main receptionist. I answered and managed incoming and outgoing calls while recording accurate messages and or LTL orders. Responded to customer inquiries, provided receipts. Cash handling, Kept inventory of all furniture. Ordered new supplies from vendors. Entered order for furniture pieces and shipped to wholesale customers. Data entry, weekly sales reports. Maintained clean showroom.

Skills

Customer Relationship Management Software (CRM)

Fast paced environment

Effective problem solver

Adherence to high customer service standards

Customer-focused

Microsoft Outlook, Word and Excel

Social Media

Exceptional telephone etiquette

Exceptional interpersonal communication in all levels of organization

Detail-orientated, organized and self-motivated.

Effective workflow management

Bilingual (Spanish)

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