Lajuana Longoria

Rosenberg, TX *****

adu25b@r.postjobfree.com

+1-979-***-****

Experienced customer–oriented professional with a strong work ethic, a friendly and positive attitude, and the ability to adapt to different personalities. Seeking a position where I can prove my active listening skills and ability to connect with clients easily with professional, thoughtful and compassionate assistance.

Authorized to work in the US for any employer

Work Experience

Customer Service Specialist

MCI Mass Marketing - Spearfish, SD

January 2021 to Present

Began as a Vaccination Coordinator for the state of Florida and quickly became a member of the Escalation team. Currently am with a campaign for Brooks Brothers, a high-end retail establishment in business for 200 years in which I was chosen for. I continuously meet my required stats and have received perfect attendance many times. I am working completely remote and have a complete required set-up. Received a promotion to Tier II agent. Work in Zendesk on a daily basis and in July joined the Chat team. I take anywhere from 40 to 60 chats per day.

Resident Advocate/Intake Specialist

Fort Bend Women's Center - Richmond, TX

March 2020 to August 2020

• Temporary position with a domestic violence/sexual assault shelter

• Provided support services to all program residents

• Assisted in conflict resolution with the objective of modeling and encouraging positive methods of problem solving, respectful communication and self-restraint

• Monitored and documented resident compliance with program rules and guidelines, including room cleanliness, daily sign-in and adherence to program curfew.

• Documented all client encounters and services provided

• Maintained resident case file with thorough, accurate documentation.

• Assisted with the completion of program reports as needed Member Advocate

United Healthcare / Optum Technology - Sugar Land, TX October 2015 to May 2019

• Serviced over 50 calls per day for Texas Medicaid and Medicare members with a consistent 100% Quality rating in a call center environment

• Always went above and beyond assisting members with health care, dental, vision and pharmacy questions, locating providers and scheduling appointments, conflict resolution specialist

• scheduled transportation to appointments

• Strived for 1st call resolution but on the 2% times it wasn't possible, I called the member back exactly as promised

• Zero call back rate

• Was ranked number 3 out of 167 Customer Service Representatives Education

AAS in Applied Science

Anthem College - Nashville, TN

2006 to 2007

Diploma in Certified LMRT

The College of Healthcare Professions - Houston, TX 2004 to 2005

High school diploma or GED

Skills

• Inventory management, heavy phone, dependable, punctual, flexible schedule, true team player, self-starter (10+ years)

• Conflict management

• Social work

• English

• Microsoft Word

• Microsoft Office

• Microsoft Outlook

• Time management

• Phone Etiquette

• Microsoft Excel

• Detail Oriented

• Triage

• Anatomy Knowledge

• Case Management

• Medical Imaging

• Physiology Knowledge

• Medical Terminology

• Crisis Intervention

• Customer service

• Documentation review

• PTSD Care

• Interviewing

• Basic math

• Front desk

• Individual / Group Counseling

• Vital Signs

• HIPAA

• Typing

• Medical Records

• Medical office experience

• Insurance Verification

• Organizational Skills

• Patient Care

• Computer Skills

• Zendesk

• Computer literacy

• Customer support

• Communication skills

• Data entry

• Caregiving

• Call center

• Medicare

• Software troubleshooting

Assessments

Active Listening — Proficient

August 2020

Actively listening and appropriately responding in conversations Full results: Proficient

Customer Service — Highly Proficient

September 2020

Identifying and resolving common customer issues

Full results: Highly Proficient

Case management & social work — Proficient

December 2020

Prioritizing case tasks, gathering information, and providing services without judgment Full results: Proficient

Customer focus & orientation — Expert

September 2020

Responding to customer situations with sensitivity Full results: Expert

Customer service — Highly Proficient

September 2020

Identifying and resolving common customer issues

Full results: Highly Proficient

Electronic health records: Best practices — Highly Proficient September 2020

Knowledge of EHR data, associated privacy regulations, and best practices for EHR use Full results: Highly Proficient

Patient-focused care — Highly Proficient

December 2020

Addressing concerns and using sensitivity when responding to needs and feelings of patients Full results: Highly Proficient

Attention to detail — Proficient

January 2021

Identifying differences in materials, following instructions, and detecting details among distracting information

Full results: Proficient

Work style: Reliability — Highly Proficient

December 2020

Tendency to be dependable and come to work

Full results: Highly Proficient

Retail customer service — Proficient

June 2021

Comprehending and responding to retail customer needs Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

Mechelle Howard

Residential Advocate at Fort bend women’s center

It is my pleasure to recommend Lajuana Longoria for employment. I have worked with her and found her to be a excellent team player, knowledgeable about serving others in the community and able to work with little to no supervision. Lajuana Longoria will be a great asset to any organization that she is selected to join.

Contact this candidate