ADRIANA CUBILLO
LOS BANOS
Summary
Experienced team leader with a proven track record of successfully managing high-volume call centers and assisting in the Healthcare field. Possessing a Public Health Bachelor's degree, bringing a unique blend of expertise in leadership, data analysis, and bilingual communication. Skilled in utilizing tools such as Google Docs and Microsoft Office to optimize operational efficiency. Committed to leveraging strong customer relations and problem-solving skills to drive company success and enhance client/provider satisfaction.
Overview
10
10
years of professional experience
Work History
MEMBER SERVICE TEAM LEAD
Blue Cross Blue Shield
01.2023 - 11.2024
- Lead team to enhance call center efficiency, cutting wait times, boosting first-call resolutions
- Resolve billing issues through cross-department collaboration, ensuring member satisfaction
- Educate patients on healthcare options, maintaining privacy compliance during high-volume calls
- Assisted in the Providers department with enrolling and verifying Providers credentials into the Blue Cross Blue Shield plan
- Streamline recruitment by conducting interviews, verifying credentials, improving onboarding
- Facilitate team meetings to foster communication, enhancing benefit explanation accuracy
- Fostered cross-departmental partnerships to resolve complex member inquiries
- Facilitated seamless communication between billing, medical, and customer service teams
- Pioneered new training protocols for team members, enhancing their ability to explain intricate insurance benefits clearly and concisely to members
- Analyzed call center metrics to identify bottlenecks
- Developed data-driven solutions that significantly improved overall customer satisfaction scores
- Mentored new hires, providing guidance on handling escalated calls
- Created a supportive team environment, boosting morale and reducing turnover rates
RISK ANALYST
eBay
02.2019 - 01.2023
- Helping customers with fraudsters, blocking fraudsters, taking payments, resetting password and helping customers get into account, validating information and data
- Taking inbound and outbound calls and communicating with customers and sellers, did investigations for members regarding fraudulent purchases done through eBay from scammers
- Conducted thorough investigations into fraudulent purchases, analyzing data to identify patterns and mitigate risks for eBay members
- Implemented robust fraud prevention strategies, significantly reducing instances of successful scams and enhancing overall platform security
- Provided exceptional customer support, assisting with account access issues, password resets, and addressing concerns related to fraudulent activities
- Coordinated with cross-functional teams to streamline fraud detection processes, improving response times and customer satisfaction
- Meticulously validated customer information and transaction data, ensuring accuracy and compliance with eBay's security protocols
DISPATCHER
Northern Refrigerated Transportation, Inc.
01.2017 - 02.2019
- Scheduling and dispatching: Assigning vendors and work loads to locations based on customer needs and shipment
- Relaying information to work crews and supervisors, answering phones, and responding to inquiries
- Optimized scheduling and dispatching processes, enhancing operational efficiency and customer satisfaction through strategic vendor assignments and workload management
- Facilitated seamless communication between work crews, supervisors, and customers, ensuring timely resolution of inquiries and efficient information relay
- Managed complex logistics operations, coordinating shipments and adapting to dynamic customer needs while maintaining high standards of accuracy and timeliness
- Implemented new strategies for workload distribution, resulting in improved resource allocation and reduced transit times for time-sensitive shipments
TELLER
Wells Fargo
08.2017 - 11.2018
- Giving money from account, counting back, cashing checks, depositing money, reassuring all money was there, answering any questions
- Managed cash transactions, check processing, and deposits with precision
- Resolved customer inquiries promptly, enhancing satisfaction and retention rates
- Ensured accurate account balances and transaction records
- Implemented stringent cash handling procedures, minimizing errors and discrepancies
- Provided personalized financial guidance to diverse clientele
- Collaborated with team to streamline teller operations, improving overall efficiency
- Proposed and implemented new customer service strategies
- Adapted quickly to digital banking trends, assisting clients with online and mobile services
- Analyzed transaction patterns to identify potential fraud
- Contributed to branch security measures, safeguarding assets and sensitive information
CUSTOMER SERVICE REPRESENTATIVE/ SHIFT LEADER
Pizza Hut
11.2014 - 08.2017
- Fostered teamwork among staff, enhancing productivity and morale
- Mentored new hires, accelerating their integration and skill development
- Proposed and executed new upselling strategies, boosting average order value
- Streamlined shift scheduling process, optimizing staff allocation and reducing costs
- Maintained meticulous records of transactions and inventory, ensuring accuracy and compliance
- Conducted thorough quality checks on food preparation and presentation
- Provided empathetic customer support, turning complaints into opportunities for loyalty
- Assisted team members during peak hours, ensuring smooth operations and timely service
- Implemented innovative upselling strategies, significantly boosting average order value and enhancing overall revenue for the restaurant
Education
BACHELOR'S DEGREE - PUBLIC HEALTH
California State University-Stanislaus
Turlock, CA06.2023
Skills
- Problem-Solving
- Leadership
- Attention to Detail
- Multitasker
- Medical Terminology Knowledge
- Health Insurance Knowledge
- HIPAA knowledge
- Technology friendly
- Team Player
- Adaptability
- Schedule flexibility
LANGUAGES
English (Native).
Timeline
MEMBER SERVICE TEAM LEAD
Blue Cross Blue Shield
01.2023 - 11.2024
RISK ANALYST
eBay
02.2019 - 01.2023
TELLER
Wells Fargo
08.2017 - 11.2018
DISPATCHER
Northern Refrigerated Transportation, Inc.
01.2017 - 02.2019
CUSTOMER SERVICE REPRESENTATIVE/ SHIFT LEADER
Pizza Hut
11.2014 - 08.2017
BACHELOR'S DEGREE - PUBLIC HEALTH
California State University-Stanislaus