Alasandra Ponce
San Antonio,TX
Summary
Detail- oriented customer service professional with call center experience assisting clients with benefits, case information, and complaint resolution.
Skilled in problem solving, multi-tasking and maintaining accurate documentation using systems such as Microsoft Word and AS400.
Demonstrates strong communication, time management and organizational skills through both professional call center work and self-employment as a custom cake decorator.
Overview
16
16
years of professional experience
Work History
Custom Cake Decorator
Sweet P's Tasty Cakes
San Antonio, TX
04.2014 - Current
- Designed and created custom cake decorations for various events and occasions.
- Collaborated with clients to understand design preferences and themes.
- Attention to every detail.
- Time management while completing multiple cake orders with strict deadlines.
- Order management, client communication and cake assembly.
Senior Customer Service Representative
United Healthcare Group
San Antonio
10.2011 - 05.2025
- Assisted members in reviewing and understanding dental benefit coverage and eligibility.
- Utilized CRM software to document interactions and track service requests accurately.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Provided up to date information on Benefits.
- One call resolution expectancy.
- Managed High stress calls effectively while maintaining professionalism.
- Helped resolve balance billing issues with contracted providers by investigating claims.
- Provided support to Dental offices and providers to address claim discrepancies and benefit questions.
Customer Service Representative
ACS Xerox
San Antonio, TX
03.2010 - 10.2011
- Handled Inbound calls from clients regarding child support cases, payments and claim status.
- Assisted callers with filing complaints and documenting issues relate to child support cases.
- Reviewed case information and provided accurate guidance on policies, procedures and next steps.
- De-escalated concerns an worked to resolve client issues in a professional and timely manner.
Education
Basics
San Antonio College
San Antonio, TXHigh School Diploma -
Theodore Roosevelt High School
San Antonio, TX06-2006
Skills
Microsoft Word
Acet systems
Excel
Adobe
As400 Systems
Data Entry and Case documentation
Basic computer trouble shooting
Timeline
Custom Cake Decorator
Sweet P's Tasty Cakes
04.2014 - Current
Senior Customer Service Representative
United Healthcare Group
10.2011 - 05.2025
Customer Service Representative
ACS Xerox
03.2010 - 10.2011
Basics
San Antonio College
High School Diploma -
Theodore Roosevelt High School