Alicia Flores
Midvale
Summary
Proven Customer Service Representative with a track record of enhancing customer loyalty at Molina Healthcare, adept in critical thinking and medical terminology. Skillfully managed high-stress situations, boosting customer satisfaction through empathetic resolution of complaints. Demonstrated expertise in medical insurance plans, contributing to positive client feedback and retention. Provide information on coverage and assist finding Dr's and prescriptions savings.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
EMI Health
05.2019 - 01.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Scheduling Specialist
IHC
04.2018 - 08.2018
- Increased schedule adherence through consistent monitoring and real-time adjustments as needed.
- Provided detailed information about available services and requirements.
- Assisted in employee onboarding by developing comprehensive training schedules tailored to individual learning needs.
- Called customers to coordinate schedules and set appointments.
- Documented calls and appointments using [Software].
- Acted as first point of contact and set appointments for prospective clients.
Customer Service Representative
Molina Healthcare
01.2015 - 03.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike. Medicare nd Medicaid along with RX benefits
Education
High School Diploma -
Hillcrest High
Midvale, UT05-1990
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Knowledgeable in multiple insurance plans
- Medical terminology
- Medical programs
Languages
English
Full Professional
Please call me or set up an appointment to discuss my other talents!
I have other talents that help me make a asset to an employer.
Timeline
Customer Service Representative
EMI Health
05.2019 - 01.2025
Scheduling Specialist
IHC
04.2018 - 08.2018
Customer Service Representative
Molina Healthcare
01.2015 - 03.2017
High School Diploma -
Hillcrest High
Similar Profiles
Kristen BarnhurstKristen Barnhurst
Member Services Representative at EMI HealthMember Services Representative at EMI Health
Madyson CarterMadyson Carter
Enrollment Configuration Specialist at EMI HealthEnrollment Configuration Specialist at EMI Health
JOSE MARI LEAN C. BRONCANOJOSE MARI LEAN C. BRONCANO
Customer Care Agent at Clearsource – EMI HealthCustomer Care Agent at Clearsource – EMI Health