Alicia Anciso
Harlingen,Texas
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Engagement Specialist
Wellcare
04.2025 - Current
- Conducted outbound calls to gather member feedback on medication side effects.
- Assisted in transferring members to appropriate departments.
Customer Service Advocate
United Healthcare
01.2025 - 04.2025
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Completed opening and closing functions to meet operational needs.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Delivered prompt service to prioritize customer needs.
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.
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.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Responded to customer inquiries via phone, email and web-based platforms.
- Provided customers with detailed information on company products, services and materials.
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.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Identified and resolved discrepancies and errors in customer accounts.
- Delivered prompt service to prioritize customer needs.
- Trained staff on operating procedures and company services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
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.
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.
- Charted on each patient daily.
- Coordinated with medical and paramedical professionals to provide appropriate input and effectively formulate and implement treatment plans for patients.
- Took and monitored vital signs, administered medications, and managed patient behavior.
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.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
High School Diploma - General Education
Harlingen High School
Harlingen Tx05.2009
Certificate - Cybersecurity
Southern Careers Institute
Harlingen Tx04.2023
Certificate - Nursing
Rio Grande Valley College
Pharr Tx12.2018
Skills
- Customer Service
- Communication Skills
- English
- Microsoft Word
- Leadership
- Microsoft Excel
- Documentation Review
- Time Management
- Computer Literacy
- Problem Solving
Certification
- Certified Nurse Assistant
- Cyber Security
Timeline
Engagement Specialist
Wellcare
04.2025 - Current
Customer Service Advocate
United Healthcare
01.2025 - 04.2025
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
High School Diploma - General Education
Harlingen High School
Certificate - Cybersecurity
Southern Careers Institute
Certificate - Nursing
Rio Grande Valley College
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