Seasoned Remote Customer Service Professional with Healthcare Focus
Resume:
JOE HILLS
Remote Customer Service
************@*****.***
Sacramento, California
EDUCATION
General courses
Criminology
City College of San Francisco
San Francisco CA
Graduated
College Prep
Galileo High School
1964 - 1967
San Francisco, California
SKILLS
Extensive experience in managing,
teaching, training, counseling, job
placement, and community
outreach
Organized, computer literate,
focused, team player with people
skills
Vast knowledge of bidding
processes, contract labor &
deadlines
CAREER OBJECTIVE
Seasoned customer service professional with extensive experience in healthcare and government sectors, adept at managing contract negotiations and enhancing team performance through effective training and employee engagement.
WORK EXPERIENCE
Seasonal customer service representative
TTEC
2024 - 2025 Work from home
Processed inbound calls for Covered California during open enrollment, assisting with health and dental plan enrollments and referrals to Medi-Cal when necessary.
Customer Service Representative
Humana Healthcare
2023 - 2023 Work from home
Managed authorization process for medical visits, ensuring compliance with healthcare regulations and improving patient access to necessary services.
Coordinated logistics for transportation requests using an online scheduling system, ensuring timely and efficient service delivery. Processed gift card redemptions, ensuring accurate transactions and customer satisfaction.
Resolved customer complaints weekly by investigating issues and implementing effective solutions.
Temporary training for Well Space Health, Referral Coordinator
Aston Carter/ Aerotek
2022 - 2022 Sacramento CA
Verified authorizations for clients to ensure they were up to date before scheduling appointments with healthcare providers
Customer Service Representative
Tri-West Healthcare Alliance
2017 - 2021 Sacramento CA
Handled inbound and outbound calls daily, assisting customers with inquiries and support.
Trained VA employees in enrollment procedures for Veterans and credentialing providers, in Connecticut, New York, and South Dakota, resulting in improved accuracy of applications.
Customer Service Representative
Covered California
2014 - 2017 Sacramento CA
Conducted outbound and inbound calls to enroll clients in affordable healthcare coverage, resulting in an increase in client enrollments. Printing Supervisor
San Juan Unified School District
2007 - 2013 Sacramento Ca
Provided exceptional customer service by addressing client inquiries, resolving issues, and ensuring satisfaction for SJUSD customers daily. Billing
Managed purchasing processes for office supplies, negotiating with vendors to secure competitive pricing and ensuring timely deliveries. Hiring
Marketing
Resolved employee issues by conducting weekly one-on-one meetings to identify concerns and implement solutions, improving team morale. Managed 10+ service contracts for SJUSD, ensuring full compliance with established terms and conditions.
Graphic Design
Managed operation and maintenance contracts of 5 copiers, ensuring efficient printing and copying services for staff and clients. Bindery
Cutter
Conducted routine maintenance on collator and shrink wrap equipment, addressing operational issues and reducing downtime by ensuring all machines were running efficiently.
Negotiated contracts for equipment procurement, ensuring compliance with SJUSD standards.
Attended various professional conferences and seminars, contributing to discussions on best practices in customer service and gaining insights into industry trends.
Managed negotiation and execution of sales and vendor contracts, ensuring compliance with SJUSD standards.
Substitute Teacher
Sacramento Job Corps
2004 - 2006 Sacramento CA
Business technology
Enhanced communication, teamwork, and problem-solving skills through participation in collaborative projects and community outreach initiatives, resulting in improved engagement with participants. Cisco system
Carpentry
Culinary arts
Introduction to center life
Career exploration
Appointed California State Printer
Office of State Publishing
California
Managed State Publishing
458 Employees
12 managers
Governor's Budget
Legislative printing
Voters' pamphlets
Department of Motor Vehicles
Fulfillment service and State agency printing service throughout the State of California
Annual budget 70 million dollars
Plant Manager, Career Management Assignment V
Office of State Publishing, Department of General Services, State of California
2001 - 2003 Sacramento
Managed daily production schedules and coordinated operations with supervisors and maintenance teams for a 24-hour printing operation, overseeing multiple projects to ensure timely delivery. Director of Evening Programs
OICW, Menlo Park
1998 - 2000 Menlo Park CA
Managed a team of representatives, overseeing daily operations and training programs to enhance service quality.
Hired 5 evening instructors to enhance course offerings, focusing on adult education and skills training.
Taught marketing courses focusing on digital marketing strategies, leading to improved student engagement and course completion rates. Served as a community liaison, coordinating meetings with local stakeholders and implementing outreach programs that increased community engagement.
Coordinated orientations for new students, managing class registration processes to ensure enrollments were completed on time. Director of WIA One-Stop Center
OICW
1998 - 2000 Menlo Park
Established a comprehensive one-stop center at OICW, integrating job placement services and training programs for community members. Attended the National WIA Programs Conference to explore effective implementation strategies and network with industry professionals. Contributed to the planning and execution of training sessions for new staff, enhancing onboarding effectiveness and engagement. Marketing
Participated in planning and executing committee events for the open house, increasing visitor attendance by 30%, and contributed to developing clear flowcharts for streamlined processes.
Owner
H & K Graphics
1985 - 1998 San Francisco
Owned and managed a full-service commercial print shop, leading a team of 2 and ensuring the completion of projects annually for diverse clients. graphic arts and design
Manager
Patmore Press
1983 - 1985 San Francisco
Oversaw the day-to-day operations
outside sales
quotes
billing
hiring
firing
customer and employee-related tasks
Owner
Sagittarian Press
1974 - 1982 San Francisco
Full-service commercial print shop
large and small format printing
bindery service
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