Anita Gonzalez
Pembroke Pines,FL
Summary
Successful member services representative with 10+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to effectively resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Remote Bilingual ODJFS Agent
Direct Interactions, Inc.
01.2022 - 06.2023
- Interview claimants and explain scope of different available benefits.
- Assist claimants with questions pertaining to their claim.
- Complete applications and weekly claim requests.
- Ensure all claims are properly documented by updating claim notes.
Remote Bilingual CSR III
Maximus Federal Services
04.2021 - 07.2021
- Answered callers questions in regard to covid-19 vaccines using prepared responses and the CDC website.
- Assisted callers in finding covid-19 vaccination sites and provided information to schedule appointment.
- Escalated calls as needed to tier 2 CSR's, supervisors, and other hotlines using both cold and warm transfers.
- Entered caller information using Microsoft 360 CRM and Genesys Cloud.
Registered Behavior Technician
Evolving Minds Together
01.2020 - 12.2020
- Provided 1:1 applied behavior analysis therapy to children diagnosed with autism and related delays.
- Followed the prescribed behavior skill acquisition and behavior reduction protocols.
- Collected, record, and summarize data on observable client behavior within the session.
- Assisted with caregiver training using ABA strategies.
- Provided case management services.
- Effectively communicated with parents and caregivers regarding clients progress as instructed by the Board Certified Behavior Analyst.
Registered Behavior Technician
Behavioral Strides Therapy
06.2018 - 08.2019
- Provided 1:1 applied behavior analysis therapy to children diagnosed with autism and related delays.
- Followed the prescribed behavior skill acquisition and behavior reduction protocols.
- Collected, record, and summarize data on observable client behavior within the session.
- Assisted with caregiver training using ABA strategies.
- Provided case management services.
- Effectively communicated with parents and caregivers regarding clients progress as instructed by the Board Certified Behavior Analyst.
Registered Behavior Technician
MACtown, Inc
04.2018 - 06.2018
- Provided 1:1 therapy to children between ages 3-8 utilizing intensive teaching and natural environment training arrangements.
- Followed the prescribed behavior skill acquisition and behavior reduction protocols.
- Collected, record, and summarize data on observable client behavior.
- Assisted with caregiver training in line with client’s treatment and behavior protocols.
- Effectively communicated with parents and caregivers regarding clients progress as instructed by the Board Certified Behavior Analyst.
Administrative Assistant
Aerokool Aviation
11.2012 - 10.2017
- Delivered exemplary support to senior staff overseeing all administrative functions including: reception, scheduling, office equipment repair, inventory management, correspondence and assigned projects.
- Supported the accounting department executing collection calls, matching invoices to purchase orders, and sending statements to clients.
CBRN Specialist
U.S. Army
10.2010 - 03.2011
- 74D (Chemical, Biological, Radiological, Nuclear Specialist).
- Formulated highly effective crisis scenarios relating to CBRN emergencies, including staged events ranging from human error and equipment malfunction to terrorist attack.
Human Services Records Analyst/ Member Services
Agency For Healthcare Administration
11.2008 - 10.2010
- Engaged with beneficiaries providing lists of Medicaid providers, explaining coverage, limitations and completed PCP changes in a call center setting.
- Provided exceptional service to members in a professional, member-centric manner.
- Took inbound calls daily via the Member-Service queues to ensure timely response to member requests for services.
- Supported all member facing service initiation channels to include the client 3rd party portals, Member Portal, Client Online Submissions, member Service General Inbox through outbound calling and emails.
- Gathered information to determine member eligibility and appropriate course of action.
- Communicated daily with members, clients, and management both in writing and by telephone.
- Navigated multiple internal systems to support initiation of services for beneficiaries.
- Demonstrated empathy and actively listen to members.
- Extracted relevant information from Members for expedient service.
- Documented key information clearly and concisely for every call.
- Ensured HIPAA compliance for all departmental filing and ensured tasks were completed in a timely manner.
Education
Bachelor of Human Services Administration - Social Work
Nova Southeastern University
Davie, FL12.2019
Skills
- Excellent communication skills
- Flexible
- Compassionate
- Multi-tasker
- Focused
- Integrity
- Data Entry
- Call center experience
- Problem solving
- Organizational skills
- Ability to work independently
- Teamwork
- Excellent Interpersonal skills
- Access
- Excel
- Outlook
- PowerPoint
- Microsoft Word
- Office equipment
- Documentation skills
- Medical terminology knowledge
- Fluent in English and Spanish
Certification
CPR,OSHA, HIV,HIPAA certified
Timeline
Remote Bilingual ODJFS Agent
Direct Interactions, Inc.
01.2022 - 06.2023
Remote Bilingual CSR III
Maximus Federal Services
04.2021 - 07.2021
Registered Behavior Technician
Evolving Minds Together
01.2020 - 12.2020
Registered Behavior Technician
Behavioral Strides Therapy
06.2018 - 08.2019
Registered Behavior Technician
MACtown, Inc
04.2018 - 06.2018
Administrative Assistant
Aerokool Aviation
11.2012 - 10.2017
CBRN Specialist
U.S. Army
10.2010 - 03.2011
Human Services Records Analyst/ Member Services
Agency For Healthcare Administration
11.2008 - 10.2010
Bachelor of Human Services Administration - Social Work
Nova Southeastern University
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