Bilingual Customer Service & Enrollment Specialist

RAQUEL GUZMAN

Cell-832-***-****

E-mail: ******.*******@*****.***

OBJECTIVE:

Seeking a position within a stable organization where my business experience and customer service skills can be utilized effectively.

SKILLS:

• Typing: 30 WPM

• Data entry: 13,000 keystrokes

• Multi-line phone operation

• Bilingual: Spanish / English

• Cash handling

• Customer service

WORK EXPERIENCE:

11/18/2024-Current: Community Health Choice (Medicaid) Bilingual C.S. Advocate

• Contact Center for Members, advocating for the member, answering calls related to eligibility, benefits, billing issues, and access to care, while ensuring Hippa compliances.

• handling a significant call volume across various health-related queries.

• Providing resources, scheduling appointments,

• Provide personal assistance with benefits, scheduling Transportation 08/2023 – 08/2024: Michigan Enrollment Broker Services (MI EBS) Customer Service Representative

• Provide education and enrollment services for state and federally funded health insurance programs like Medicaid, Healthy Michigan Plan, and MIChild.

• Assist beneficiaries by explaining program options and helping them select appropriate health plans.

• Answer beneficiary calls related to eligibility, benefits, billing issues, and access to care, while ensuring Hippa compliances.

• Work with three phone lines, handling a significant call volume across various health- related queries.

• Collaborate with the Michigan Healthcare Help Line, created to assist with ACA-related health plan applications and inquiries.

02/2023 to 08/2023 - Titan Technologies Customer Service - Houston, TX Bilingual Customer Service Agent

• Answered incoming calls for U.S. Citizenship and Immigration Services (USCIS).

• Assisted individuals with software to apply for U.S. entry benefits on a temporary or permanent basis.

• Provided excellent customer service while navigating complex systems. 03/2016 to 12/2016 - Strat Mar Retail Services Sales Representative - Houston, TX

• Promoted Chase/Southwest Credit Card applications.

• Assisted customers in understanding how to earn points for flights, hotels, and car rentals. 02/2015 to 10/2015 - AJT Diabetic Sales Representative - Houston, TX

• Answered phone inquiries from patients regarding diabetic supplies.

• Managed data entry for patient files and medical information using Excel.

• Faxed, scanned, and organized important documents while providing detailed information on medical equipment.

12/2011 to 02/2015 - Murphy Express Assistant Manager - Pasadena, TX

• Managed store operations, including inventory scanning, ordering supplies, and handling cash.

• Completed daily paperwork, bank deposits, and sales reporting.

• Operated the register and ensured customer satisfaction.

• Entered vendor invoices into Excel.

06/2010 to 06/2011 - QIS Housekeeping - Houston, TX

• Responsible for cleaning and maintaining nine buildings at the Shell refinery plant.

• Duties included dusting, vacuuming, mopping, and trash disposal. 01/2008 to 04/2009 - Gulf Coast Answering Service Telephone Agent - Pasadena, TX

• Handled incoming calls for various businesses.

• Relayed messages to dispatchers and ensured accurate information was delivered to clients.

08/2004 to 10/2007 - Broussard L Logistics Data Entry - Houston, TX

• Managed accounts payable for approximately 200 freight companies, including international freight.

• Entered data for export and import documentation, processing 600 to 700 freight bills daily.

EDUCATION:

Bakersfield College

• GED Completed

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