Andrea Rodriguez
Bronx
Summary
Results-driven and detail-oriented professional with a proven ability to analyze data, develop innovative strategies, and deliver effective solutions to complex challenges. Committed to exceeding expectations and contributing to team success through strong organizational and multitasking capabilities. Technology-savvy individual eager to leverage skills and knowledge in dynamic environments. Prepared to tackle challenges with ambition and a proactive approach to change.
Overview
8
8
years of professional experience
Work History
Inbound Contact Representative 4
HUMANA INC
02.2025 - Current
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective methods such as development sessions and 1x1s.
- Assist inbound contact representatives in support chats.
- Conduct shadowing sessions with inbound representatives and provide guidance in areas of improvement.
- Shadow inbound contact representatives during live call handling.
- Conduct new hire trainings for benefits & eligibility/claims inquires.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals that may need improvement.
- Delegate tasks and assignments to SMEs to assist in maintaining service levels.
- Maintained team flexibility and embraced change within a constantly evolving work environment.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled escalated/supervisor calls as needed and successfully de-escalated provider dissatisfaction.
- Utilized CRM systems to track customer interactions and maintain detailed records of service requests.
- Developed training materials for new representatives, improving onboarding processes and knowledge retention.
- Managed high-volume calls, providing timely support and information to customers.
- Responded proactively and positively to rapid change.
Inbound Contact Representative 2
HUMANA, INC
02.2022 - 02.2025
- Assist members with benefits & eligibility inquires
- Provide assistance to members on authorization status
- Schedule transportation trips for members
- File grievances for member dissatisfaction
- Submit Evidence of Coverage Determinations for prescription drug coverage
- Assist providers with benefits/eligibility & claims calls
- Inform providers on insurance credentialing process
- Aid providers in EFT/ERA enrollment process
- Assist inbound contact representatives in support chats
- Conduct shadowing sessions with inbound representatives and provide guidance in areas of improvement
- Shadow inbound contact representatives during live call handling
- Delivered prompt service to prioritize customer needs.
Receptionist
ISLAND MUSCULOSKELETAL CARE
Bronx
05.2021 - 02.2022
- Scheduled appointments for patients
- Scanned patient documents into their electronic files
- Spoke with insurance companies for insurance verification
- Translated for Spanish speaking patients
- Collected co-pays for necessary treatments
- Faxed paperwork to corresponding recipients
- Answered phone calls and directed to appropriate parties
- Experience using criterions scheduling application
Sales Associate
VICTORIA SECRET
Yonkers
09.2020 - 01.2021
- Restock and replace the merchandise in the right area of the store
- Arrange the displays of the store before opening and after closing
- Efficiently operate cash register
- Inform clients of promotions at the store at appropriate times
- Assist other employees with major tasks
- Positively interact with customers
Assistant Store Manager
DOLLAR TREE
Bronx
07.2019 - 08.2020
- Responsible for the care of staff and their well being by ensuring proper working conditions
- Responsible for the presentation and advertising displays of the store
- Train and instruct associates about company standards
- Opened and closed the store
- In charged of scheduling employees' working schedule on computer software
- Evaluate Staff performance and write ups
- Hired and scheduled staff for a particular shift
- Identified and resolved complaints and returns by empathizing with customers and using problem solving skills
- Stock merchandise and ran cashiers when necessary
- Reconciled cash registers throughout the day and arranged deposits to be submitted
- Answered phones, took messages and delivered information to appropriate parties
Sales Associate
DOLLAR TREE
Bronx
08.2018 - 07.2019
- Rung up customers at the cash register in an efficient and accurate manner
- Built customer relationships with a friendly personality to drive sales
- Stocked shelves during down time sometimes lifting up to 50 pounds
- Assisted customers with a confident and positive energy
- Arrange the displays of the store before opening and after closing
- Restock and replace the merchandise in the right area of the store
- Kept work area cleaned and organized
Education
Associates - Liberal Arts
Hostos Community College
01-2022
Skills
- Active listening and empathy
- Multitasking
- Problem-Solving
- Organization and Time Management
- Task Prioritization
- Goal oriented
- Data entry proficiency
- Strong interpersonal skills
- Diligence without losing sight of the big picture
- Ability to adapt to change quickly and proficiently
- Ability to communicate effectively Interpret policy and procedures
- Maintain emotional control under stress Initiative-taking
- Capable of working in a group or individual setting
- Teamwork and Collaboration Strong people skills
- Computer and office equipment literature
- Strong verbal and written communication skills
- Critical thinking Quality assurance
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Inbound Contact Representative 4
HUMANA INC
02.2025 - Current
Inbound Contact Representative 2
HUMANA, INC
02.2022 - 02.2025
Receptionist
ISLAND MUSCULOSKELETAL CARE
05.2021 - 02.2022
Sales Associate
VICTORIA SECRET
09.2020 - 01.2021
Assistant Store Manager
DOLLAR TREE
07.2019 - 08.2020
Sales Associate
DOLLAR TREE
08.2018 - 07.2019
Associates - Liberal Arts
Hostos Community College