Adrienne Penalver
Bakersfield,CA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
13
13
years of professional experience
Work History
Customer Service Advocate
United Healthcare
Minnesota City, MN
11.2022 - 08.2023
- Delivered exceptional customer service to Medicare and Medicaid beneficiaries, addressing inquiries and concerns.
- Assisted customers in understanding coverage options and eligibility criteria, guiding them through the enrollment process.
- Advocated on behalf of customers to resolve issues with claims, billing, and coverage disputes.
- Collaborated with government agencies and healthcare providers to ensure timely services for beneficiaries.
- Maintained detailed records of customer interactions and case resolutions, staying updated on policy changes.
Ultrasound Student
Lynwood Medical Imaging
Los Angeles, CA
11.2018 - 05.2019
- Conducted diagnostic ultrasound scans using advanced imaging equipment.
- Captured and produced high-quality images of internal organs and tissues for medical interpretation.
- Ensured accuracy and precision in ultrasound imaging to aid in diagnosis and treatment planning.
- Collaborated with healthcare professionals to interpret and analyze imaging results.
- Maintained detailed and organized patient records, adhering to privacy and confidentiality guidelines.
- Participated in ongoing training and professional development to stay current with industry advancements.
- Demonstrated strong communication skills to effectively explain procedures and interact with patients.
Sales Floor Associate
DD’s Discount
Bakersfield , CA
04.2018 - 06.2018
- Assisted customers in locating products and provided product knowledge to enhance their shopping experience.
- Maintained a clean and organized sales floor, ensuring merchandise was well-displayed.
- Operated the cash register, processed transactions, and participated in regular store inventories.
- Cross-trained in various departments, providing support where needed.
Sales Floor Associate
Target
Bakersfield, CA
05.2016 - 08.2017
- Assisted customers in locating products and provided product knowledge to enhance their shopping experience.
- Maintained a clean and organized sales floor, ensuring merchandise was well-displayed.
- Operated the cash register, processed transactions, and participated in regular store inventories.
- Cross-trained in various departments, providing support where needed.
Sales Floor Associate
Charlotte Russe
Las Vegas, NV
05.2014 - 05.2015
- Greeted customers with enthusiasm, assisting them with product inquiries and purchasing decisions.
- Maintained a visually appealing sales floor and assisted with inventory management.
- Promoted store promotions and loyalty programs, contributing to increased revenue.
Call Center Representative
Boost Moblie
Bakersfield , CA
06.2013 - 09.2014
- Handled a high volume of inbound customer calls, providing exceptional customer service.
- Assisted customers with product inquiries, billing questions, and other concerns, ensuring timely resolutions.
- Documented customer interactions accurately using call center software.
- Exceeded performance metrics, including customer satisfaction ratings and first-call resolution rates.
Concessions Cashier
Maya Cinemas
Bakersfield , CA
04.2010 - 09.2013
- Provided excellent customer service at the concessions stand, ensuring a positive experience.
- Operated the cash register, processed transactions, and handled payments securely.
- Prepared and served a variety of food items, maintaining cleanliness and adhering to food safety guidelines.
- Upsold items and promoted special offers, contributing to increased sales.
Education
Associate of Applied Science - Ultrasound
High Desert Medical College
Bakersfield, CA01-2020
Certification of Ultrasound - Ultrasound
High Desert Medical College
Bakersfield, CA05-2019
High School Diploma -
Bakersfield High School
Bakersfield, CA05-2009
Skills
- Microsoft Office Suite
- Call Center Operations
- Complaint resolution
- Policy Review
- Document Control
- Inbound and Outbound Calling
- Complaint Handling
- Typing proficiency
- Technical Support
- Microsoft Outlook
- Microsoft PowerPoint
- Problem-solving abilities
- Medical terminology knowledge
- Professional telephone demeanor
- Microsoft Office expertise
- Member support
Timeline
Customer Service Advocate
United Healthcare
11.2022 - 08.2023
Ultrasound Student
Lynwood Medical Imaging
11.2018 - 05.2019
Sales Floor Associate
DD’s Discount
04.2018 - 06.2018
Sales Floor Associate
Target
05.2016 - 08.2017
Sales Floor Associate
Charlotte Russe
05.2014 - 05.2015
Call Center Representative
Boost Moblie
06.2013 - 09.2014
Concessions Cashier
Maya Cinemas
04.2010 - 09.2013
Associate of Applied Science - Ultrasound
High Desert Medical College
Certification of Ultrasound - Ultrasound
High Desert Medical College
High School Diploma -
Bakersfield High School