Angy Alvarez
Sacramento,CA
Summary
Highly adaptable, bilingual (English/Spanish) Healthcare and Customer Support Specialist with a proven track record of handling high-volume operations and complex data environments. Demonstrate strong analytical, problem-solving, and communication skills, with a deep expertise in navigating insurance benefits, verifying eligibility, and ensuring strict HIPAA and data security compliance. Built for fast-paced, high-velocity environments, with documented success managing 60 to 100+ daily calls, de-escalating intense customer grievances, and resolving intricate claims or dental authorization denials through thorough root-cause analysis. A resourceful, fast learner who brings a "Substantially Exceeds Expectations" work ethic, seamlessly mastering new software platforms and collaborating across departments to optimize workflows and deliver an exceptional customer experience
Overview
10
10
years of professional experience
Work History
Custmer Support Senior Assistant
Gainwell Technologies
07.2024 - Current
- Verified dental coverage, active enrollment status, and specific plan benefits for beneficiaries; efficiently guided members through complex insurance structures.
- Reviewed and interpreted the status of dental claims and prior authorizations; provided clear, compliant explanations to members regarding approvals or denial codes.
- Educated members on their rights regarding adverse decisions, providing step-by-step guidance on how to submit files for re-evaluation, appeals, and formal complaints.
- Assisted members in navigating online directories to locate in-network dentists and covered services; cross-referenced provider databases to deliver tailored options via phone, email, or mail.
- Managed a high volume of inbound inquiries while proactively conducting outbound calls to update members and dental providers on ongoing case statuses and resolutions.
Scheduling Coordinator
Garner Roofing
12.2023 - 06.2024
- Developed methods for tracking and managing scheduling data, including shift assignments and time off requests.
- Resolved customer inquiries regarding schedule changes or availability of services and products.
- Resolved customer complaints or answered customers' questions.
- Followed prescribed list of questions and provided appropriate responses to get and give information during scheduling calls.
- Provided reminder calls to clients prior to scheduled visits.
- Managed appointment setting, cancellations, and rescheduling for clients, enhancing customer satisfaction.
- Utilized scheduling software to organize and update daily, weekly, and monthly schedules.
- Collaborated with other departments to coordinate resources when necessary.
- Responded promptly to all customer inquiries regarding availability or schedule changes.
- Set and confirmed customer appointments.
- Utilized MS Office and Excel to analyze data and create spreadsheets.
Medical Records Clerk
Opusing LLC
10.2023 - 12.2023
- Entered Medical records information into a data base
- Delt 40 or more boxes of medical records a day
- Labeled pathology files.
Health Care Agent
Health net
08.2023 - 10.2023
- Inbound/outbound member and pharmacy calls
- Recieved payments over phone
- Assisted with informing health insurance plans & their benefits
- Found the best providers for member
- Online assistance for Health Net website guidance was over phone
- Checked Eligibility status
- Transfers.
Debt Collector Agent
Universal recovery corporation
02.2023 - 08.2023
- Outbound calls 95% of time
- Inbound 5%
- HIPPA verifications
- Called owners who owe debts for car insurance, gym, dentist, schools ETC
- Took payments over the phone or received check information for check pay.
Eligibility Specialist
Conduent
12.2021 - 02.2022
- Inbound calls
- Answer Eligibility and qualification questions for lifeline program and the ACP program
- Check status on applications
- Approve or deny applications
- How to apply for the programs and what is needed to show proof of qualification.
Customer Service Advocate
Delta Dental
10.2021 - 12.2021
- Assisting providers & members with dental Insurance.
Customer Service Representative
The Panther Group
02.2021 - 08.2021
- 60+ inbound calls per day
- Educated people on whether or not they were eligible on the incentive card for those who get vaccinated during the qualifying dates
- De-escalation when needed
- Assisted on how to activate card after redeeming code
- Website assistance.
Customer Service Representative
Aerotek - Maximus
01.2021 - 03.2021
- Temp job
- Inbound/outbound calls
- 100+ calls a day
- Assisted with 1099G forms, UI claims and UI benefit payments for those who receive unemployment.
Call Center Agent
EXPERIS, a ManpowerGroup Company
05.2020 - 12.2020
- Completed more than 100 calls per day by following scripts and maintaining good call control
- Engaged with customers to understand and resolve issues and answer payroll questions
- Helped with website assistance, Reset passwords and confirmed direct deposit timeframes
- Placed or answered phone calls, providing an excellent customer experience by applying good listening skills
- Gave customers phone numbers for departments that could assist with information we could not disclose due to company policy.
Sales Representative
K-DESIGNERS
02.2020 - 05.2020
- Developed and implemented sales strategies with customers
- Resolved customer issues quickly to recapture the customer's loyalty and maintain the sale
- Generated sales leads by calling qualified homeowners, letting them know that they are qualified and can benefit from remodeling their siding, bathroom and windows for a good price and making sure to set an appointment with them to have someone go out to them and show them what the company can do, benefits for the qualified homeowner along with an estimated price.
Call Center Representative
Envision Rx Op (temp agency)
11.2019 - 02.2020
- Placed or answered phone calls, providing an excellent customer experience by applying good listening skills
- Entered data efficiently and accurately to update customer accounts
- Completed more than 50 calls per day by following scripts and maintaining good call control
- Referred unresolved customer grievances to designated departments for further investigation
- Kept records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken
- Continuously met or exceeded daily service quality and performance scores.
Professional Dog Walker
Natalie Pet Services
12.2018 - 12.2019
- Employed positive techniques to reduce anxiety in dogs and improve compliance
- Watched dogs for signs of distress, medical issues, and behavior problems to keep owners informed
- Walked multiple dogs in various weather conditions, picking up and disposing of all pet waste
- Checked dogs' food and water supply to verify met basic needs
- Handled regular schedule of 10-30 clients to keep dogs happy and healthy
- Followed strict feeding, watering and exercising schedules for every animal under care.
Sales Associate
GAP
01.2019 - 11.2019
- Supported loss prevention efforts by monitoring suspicious behavior and accurately keying transactions
- Welcomed guests and offered quick assistance to handle diverse needs
- Maintained knowledge of current and future promotions to provide accurate service and inform customer purchasing decisions
- Assisted with store recovery to maintain clean and organized sales floor throughout shift
- Unboxed and restocked merchandise into attractive displays
- Consistently organized and restocked display racks to keep the store ready for customer needs
- Arranged merchandise to be visually pleasing and well organized, focusing on item accessibility and aesthetic appeal
- Resolved customer issues quickly to recapture the customer's loyalty and maintain the sale
- Supported company mission and positive store culture through honesty, integrity, and high-quality customer experiences.
Warehouse Associate
Drinjk Wines
10.2018 - 12.2018
- Abided by all safety standards and OSHA regulations in warehouse environment
- Organized and transported pallets to warehouse locations to maintain organized inventory areas
- Removed trash and recyclables from work areas and disposed of according to proper procedures
- Unpacked and stored deliveries quickly to maintain an efficient working environment
- Verified proper packaging and labeling for each shipment to promote accuracy and safety of merchandise in transit
- Fill up wine bottles, Label Wine bottles, Make boxes, Fill boxes with Wine bottles and Tape Boxes.
Crew Team Member
Five Guys Burgers and Fries
02.2018 - 10.2018
- Took orders, made drinks, and cleaned tables after the guests' departures
- Performed side work duties, such as cleaning and restocking work
- Restocked stations regularly to help team stay efficient and meet customers' needs
- Greeted all guests with smile and friendly greeting
- Cleaned and reset tables quickly between each customer group
- Engaged customers in friendly conversation to boost satisfaction and loyalty to restaurant
- Fostered fun atmosphere and family-style work environment
- Transported food products, cleaned tables and counters, and stocked dining room supplies
- Used POS system to accurately input orders and process payments
- Upheld high sanitation and safety standards while delivering and serving food
- Gained familiarity with menu ingredients and cooking processes to respond to customer inquiries
- Picked up trash and removed spills promptly to keep dining area fresh and inviting.
Crew Member
Viva Supermarket
07.2017 - 01.2018
- Monitored the dining area and employee work stations to quickly clean up spills and restock supplies
- Restocked low supplies during shifts, including meats, bread, cookware, vegetables, drinks, and napkins
- Worked independently and teamed up with others to ensure productive workflow.
Kennel Attendant
Green Valley Pets
11.2016 - 06.2017
- Managed groups of as many as 50 animals at once with consistently good safety record
- Followed strict feeding, watering and exercising schedules for every animal under care
- Organized and disinfected animal living and exercise errors to minimize the risk of infection
- Maintained proper schedules for feeding, watering, grooming, bathing, and exercising animals each day
- Kept record of feeding, medical care, and receipt and discharge of animals
- Prepared regular and special food formulas to help animals maintain ideal weights and their best health
- Disinfected cages, pens, and fish tanks to maintain clean, sanitary environment
- Kept kennel areas and play yards clean, organized, and free of safety hazards to protect animals
- Followed customer specifications and good nutritional guidelines for animals' feedings
- Monitored animals and managed interactions to control risk of behavioral problems and harm.
Education
High School Diploma -
Kinney High School
Rancho Cordova05.2017
Skills
- Teamwork and collaboration
- Effective customer service
- Bilingual
- Strong Coordination
- Agile& Adaptive
- Effecient
- Data integrity and privacy compliance
- Detail oriented
- Problem solver
Languages
Spanish
Native or Bilingual
Timeline
Custmer Support Senior Assistant
Gainwell Technologies
07.2024 - Current
Scheduling Coordinator
Garner Roofing
12.2023 - 06.2024
Medical Records Clerk
Opusing LLC
10.2023 - 12.2023
Health Care Agent
Health net
08.2023 - 10.2023
Debt Collector Agent
Universal recovery corporation
02.2023 - 08.2023
Eligibility Specialist
Conduent
12.2021 - 02.2022
Customer Service Advocate
Delta Dental
10.2021 - 12.2021
Customer Service Representative
The Panther Group
02.2021 - 08.2021
Customer Service Representative
Aerotek - Maximus
01.2021 - 03.2021
Call Center Agent
EXPERIS, a ManpowerGroup Company
05.2020 - 12.2020
Sales Representative
K-DESIGNERS
02.2020 - 05.2020
Call Center Representative
Envision Rx Op (temp agency)
11.2019 - 02.2020
Sales Associate
GAP
01.2019 - 11.2019
Professional Dog Walker
Natalie Pet Services
12.2018 - 12.2019
Warehouse Associate
Drinjk Wines
10.2018 - 12.2018
Crew Team Member
Five Guys Burgers and Fries
02.2018 - 10.2018
Crew Member
Viva Supermarket
07.2017 - 01.2018
Kennel Attendant
Green Valley Pets
11.2016 - 06.2017
High School Diploma -
Kinney High School