Alicia Anciso
Harlingen,Tx
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
United Health Care
01.2025 - Current
- Inbound calls from members that call for updates on file, questions about benefits
- Update doctors’ information
- Educate members on their plans and benefits
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Skilled at working independently and collaboratively in a team environment.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Identified and resolved discrepancies and errors in customer accounts.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained patient confidence and protected operations by keeping information confidential and following HIPAA guidelines.
- Complied with HIPAA and company regulations to maintain confidentiality regarding patient health data and medical records.
- Safeguarded patient records and verified compliance with HIPAA standards.
Customer Service Representative
Maximus
11.2024 - 12.2024
- Assisted annuitants with enrolling in and modifying health benefits during Open Enrollment, ensuring a seamless and efficient process
- Managed inquiries and facilitated enrollments outside the Open Enrollment period, providing consistent support and guidance
- Delivered high-quality customer service by addressing diverse questions and resolving issues related to health benefits
- Determined covered medical insurance losses by studying provisions of policies or certificates.
- Verified client insurance information, filing appropriate paperwork to streamline billing processes.
- Facilitated transfer of patients throughout medical facility and between departments.
Customer Care Specialist
VSG Solutions
02.2024 - 11.2024
- Managed inbound calls to assist customers with billing inquiries, account updates, and resolving complaints related to pre-paid legal services
- Facilitated membership adjustments, including cancellations and selections, ensuring customers received appropriate legal service plans
- Provided support for the Identity Theft Protection plan by informing customers of their benefits and coverage and assisting with account access issues such as password resets
- Verified accuracy of customer account information and updated when necessary.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Directed customers to appropriate departments for additional support.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Participated in professional development initiatives for consistent improvement and up-to-date knowledge of emerging trends and best practices.
Provider Service Advocate
La Familia Home Health Care
03.2015 - 11.2024
- Provided comprehensive patient care, including feeding, bathing, and maintaining cleanliness and hygiene
- Managed daily tasks such as laundry, scheduling and attending doctor appointments, and grocery shopping to ensure patient well-being
Customer Service Representative
Walgreens
04.2023 - 12.2023
- Addressed customer inquiries and resolved issues promptly, ensuring a high standard of service
- Established a comprehensive customer database by accurately recording customer details and transactions
- Fostered a team environment focused on surpassing customer expectations, consistently meeting or exceeding company performance benchmarks
- Responded to customer requests for products, services, and company information.
- Managed timely and effective replacement of damaged or missing products.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
Certified Nurse Aide
Valley Baptist Medical Center
06.2019 - 04.2022
- Provided comprehensive care and companionship to over 50 patients daily, including aiding with personal hygiene and activities of daily living
- Monitored and recorded vital signs, assisted with wound care, and performed post-mortem care as required
- Maintained cleanliness and safety by sanitizing rooms, changing bed linens, and serving meals to patients
Certified Nurse Aide
Harlingen Medical Center
02.2019 - 05.2019
- Monitored and recorded vital signs and patient care activities, providing essential support in the ICU and Telemetry departments for approximately 20 elderly and hospital patients daily
- Assisted with personal hygiene, wound care, and meal service, ensuring comprehensive and compassionate care while responding to emergencies such as cold blue situations
Customer Service Assistant
Sams Club
09.2016 - 11.2017
- Trained new employees in customer service protocols, conflict resolution, and data entry practices, enhancing team efficiency and service quality
- Managed customer inquiries and resolved issues promptly, ensuring high levels of customer satisfaction and retention
- Established and maintained a comprehensive customer database, improving data accuracy and accessibility for the team
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Answered customer questions about product availability and shipment times.
Psychiatric Technician I
Rio Grande State Center
01.2014 - 11.2014
- Assisted patients with daily living activities, including bathing and feeding, to ensure their comfort and well-being
- Supported the mental health care team by providing compassionate and attentive care to individuals with mental illnesses
- Counseled and mentored clients on substance use and life choices.
- Coordinated with medical and paramedical professionals to provide appropriate input and effectively formulate and implement treatment plans for patients.
- Charted on each patient daily.
- Treated clients and families with respect and dignity.
- Took and monitored vital signs, administered medications, and managed patient behavior.
- Applied interventions with clients wanting to leave against medical advice (AMA).
- Administered patient medications and tracked dosages.
- Assisted with medication administration and counting and pouring medications.
- Collaborated closely with mental health professionals with treatment plan implementation.
- Participated in patient education, helping to reinforce concepts and treatment plans.
- Organized recreational activities to assist in patient recovery.
- Assessed patient progress and reported changes to supervising physician.
- Maintained patient records, documenting changes in patient condition.
- Supported patient confidentiality in accordance with HIPAA regulations.
- Took patient blood pressure and pulse rate, reporting findings in health charts.
- Developed individualized treatment plans for patients in collaboration with mental health professionals.
Customer Service Associate
JCPenney
03.2010 - 06.2011
- Trained new employees in customer service procedures, conflict resolution, and data entry, contributing to a decrease in customer complaints and enhancing overall team performance
- Managed customer inquiries efficiently, ensuring timely resolution of issues, and fostered a team culture aimed at exceeding customer expectations and company performance goals
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Education
Certificate - Cybersecurity
Southern Careers Institute
Texas04-2023
Certificate - Nursing
Rio Grande Valley College
Pharr, TX12-2018
High School Diploma -
Harlingen High School
Harlingen Tx05-2009
Skills
- Customer Service
- Communication Skills
- Microsoft Word
- Leadership
- Computer Literacy
- Account updating
- Complaint resolution
- Decision-making
- Team collaboration
- Critical thinking
- Positive and professional
- Office equipment proficiency
- Call center experience
- Inbound and outbound calling
- Payment processing
- Active listening
- Multitasking and organization
- Customer relations
Certification
- Certified Nurse Assistant
- Cyber Security
Timeline
Customer Service Representative
United Health Care
01.2025 - Current
Customer Service Representative
Maximus
11.2024 - 12.2024
Customer Care Specialist
VSG Solutions
02.2024 - 11.2024
Customer Service Representative
Walgreens
04.2023 - 12.2023
Certified Nurse Aide
Valley Baptist Medical Center
06.2019 - 04.2022
Certified Nurse Aide
Harlingen Medical Center
02.2019 - 05.2019
Customer Service Assistant
Sams Club
09.2016 - 11.2017
Provider Service Advocate
La Familia Home Health Care
03.2015 - 11.2024
Psychiatric Technician I
Rio Grande State Center
01.2014 - 11.2014
Customer Service Associate
JCPenney
03.2010 - 06.2011
Certificate - Cybersecurity
Southern Careers Institute
Certificate - Nursing
Rio Grande Valley College
High School Diploma -
Harlingen High School
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