Customer Service A Team
Resume:
Cherritta Huel
Inland Empire Heath Plan (IEHP)
Member Services Representative
**/**** – 07/2025
Provided education to Members regarding health plan benefits, including Medi-Cal coverage, coordination of benefits, and eligibility requirements.
Consistently met IEHP Member Services Call Center standards and policy requirements, including successful completion of initial and ongoing training, adherence to attendance and dress code policies, and professional use of internal systems.
Delivered high-quality, first-contact resolution in Member interactions by:
oAssisting with provider/facility assignments, health education resources, ID card requests, and accessing covered services.
oEducating Members on program eligibility, tagging, and material requests.
oAddressing complex inquiries regarding transportation, interpreter services, referrals, behavioral health, and pharmacy benefits in collaboration with other departments.
oDocumenting all call interactions with 100% accuracy, including Member Satisfaction Surveys and grievance intake.
Coordinated translation services for non-English/Spanish-speaking Members.
Maintained strong time management and problem-solving skills while working independently with minimal supervision.
Demonstrated high technical aptitude, adapting to evolving systems and workflows.
Consistently met or exceeded key performance indicators (KPIs), including call quality, resolution rate, and documentation standards.
Ensured privacy and security of Protected Health Information (PHI) in compliance with HIPAA and IEHP policies.
Authenticated callers and managed confidentiality protocols, including guardianship verification and secure Member identification.
Contributed to continuous improvement efforts by participating in LEAN initiatives, submitting efficiency recommendations, and attending RIE events and team huddles.
Guided Members in using self-service tools and resources for healthcare navigation.
Reviewed call recordings to develop personal action plans aimed at improving quality assurance scores.
Maintained working knowledge of interdepartmental workflows to ensure accurate call routing and task completion.
Complied with all IEHP Telecommuting Agreement policies, where applicable.
Arvato Bertelsmann
Order Processing Specialist (Temporary Assignment)
June 2020 – February 2021
Processed 1,400–1,700 order lines daily using SAP and the TMS Transportation Management System.
Ensured consistent order flow and proactively monitored, identified, and resolved fulfillment challenges.
Researched and responded to order inquiries from management and internal departments.
Coordinated with the shipping department to ensure timely outbound order execution.
Manually processed and canceled failed Sales Orders (SOs) in alignment with partner instructions.
Completed all follow-up tasks related to customer service inquiries and order discrepancies.
Customer Service Representative
DSV Logistics — Nov 2018 to Aug 2019
Processed partner purchase, sales, and back orders; issued acknowledgments and provided timely status updates.
Coordinated routing and compliance for multi-client shipments, including Wal-Mart and Amazon standards.
Served as primary point of contact for partners, forwarding agents, and internal teams; responded to requests and document inquiries.
Monitored and analyzed inventory data through regular reporting to ensure accuracy and identify discrepancies. Expedited inbound shipments to meet client outbound expectations and service level agreements.
Collaborated with partners to resolve OS&D (Overages, Shortages & Damages) issues and assisted with invoicing and payment discrepancies.
Supported custom client projects involving labeling, ticketing, bundling, and packaging.
Delivered daily delivery reports and order confirmations via EDI or internal systems to ensure transparency across all accounts.
International Customer Service Representative
Kittrich Corporation — Aug 2015 – Jun 2018
Served as the first level of support to the International Sales Team, contributing to a 7% increase in sales through improved departmental procedures and enhanced customer service.
Played a key role in restructuring the international department by implementing new operational workflows and documentation systems to streamline internal processes.
Coordinated with internal operations teams, external transportation companies, and freight forwarding agents to manage international shipments; prepared documentation including Bills of Lading, Packing Slips, Shipper’s Letter of Instructions, Proforma Invoices, and Dangerous Goods Declarations.
Tracked and traced shipments to ensure timely delivery; investigated freight claims and compiled documentation for RMAs and sales order credits.
Assisted customers with product availability inquiries and arranged transportation logistics with freight forwarders.
Prepared quotes for international orders and product samples; processed direct sales orders received via EDI.
Conducted demand forecasting by analyzing supply and demand variances to maintain appropriate order volume.
Created and maintained documentation for sales presentations and customer records, including spreadsheets, "Buy Docs," Certificates of Resale, and product specification sheets.
Provided administrative support to the international department, including account management during manager travel and front desk coverage using a ShoreTel multi-line telephone system.
Managed “planogram” projects and prepared trade show materials (brochures, spec sheets, swatch booklets), coordinating logistics and shipping for event support.
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