Bilingual Customer Service Specialist with HR Focus

Jose Cartin

Whittier, CA *****

562-***-**** **********@*****.***

Bilingual: English & Spanis

Professional Experience

L.A. Care Health Plan — Customer Service Center

Customer Service Representative (Bilingual)

April 2025 – September 2025

• Served as a primary point of contact for English and Spanish-speaking members, demonstrating empathy, discretion, and professionalism—key skills transferable to candidate and employee relations

• Accurately documented cases, issues, and resolutions in internal tracking systems (IDT), ensuring compliance with organizational and regulatory standards

• Processed appeals and grievances, requiring detailed documentation, adherence to policy, and timely follow-up

• Verified eligibility and updated demographic information, maintaining data integrity across multiple systems

• Supported member transitions by submitting PCP transfer requests, replacement ID cards, and coordinating effective dates—experience aligned with onboarding and employee lifecycle changes

Versant Health — Customer Service Associate

November 2023 – August 2024

• Built strong, trust-based relationships through empathetic communication and clear explanation of benefits and processes

• Provided accurate, timely resolutions to complex inquiries while maintaining confidentiality of sensitive personal information

• Ensured all internal stakeholders had complete and accurate documentation, supporting smooth handoffs and issue resolution

• Consistently exceeded service goals, reflecting strong organizational skills and accountability— key traits for recruiting and HR coordination roles Blue Shield of California — Customer Service Associate (Bilingual) January 2019 – October 2022

• Reviewed and explained eligibility information to English and Spanish-speaking clients, paralleling HR benefits and enrollment support

• Updated member records across multiple platforms with high accuracy and compliance

• Supported digital documentation processes, strengthening experience with data systems used in HR and recruiting environments

OptumRx — Customer Service Associate

April 2017 – January 2019

• Managed refill orders and updated records accurately, ensuring compliance with internal processes

• Resolved low-level issues independently, reducing escalations and improving operational efficiency

• Recognized as an outstanding performer and entrusted with high-profile corporate client accounts

• Demonstrated professionalism and reliability in high-volume, regulated environments UnitedHealthcare — Customer Service Representative, HSA Accounts November 2015 – April 2017

• Assisted account holders with enrollment, access setup, and account changes—experience closely aligned with employee onboarding and systems access

• Contributed feedback to improve customer service guidelines and procedures, reducing handling time while maintaining accuracy

Union Bank — Service Specialist II

January 2009 – April 2013

• Provided bilingual online banking support while handling confidential financial information

• Recognized for cross-department collaboration and supporting team success

• Increased customer adoption of additional products through trust-based communication Education

Associate of Arts (AA), Management & Marketing

Cerritos Community College

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