April Romero
Albuquerque,NM
Summary
Experienced customer service professional with a proven track record of efficiently resolving customer concerns. Recognized for fostering collaborative team efforts and consistently achieving results. Key strengths include reliability, adaptability, excellent communication, and conflict resolution skills. Proficient in analyzing and resolving complex member issues in the Medicare Field, resulting in enhanced customer satisfaction.
Overview
9
9
years of professional experience
Work History
Customer Advocate II
HCSC - Blue Cross Blue Shield
04.2023 - Current
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Critical thinking skills.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
- Managed multiple priorities effectively while ensuring a high level of accuracy and attention to detail in all tasks performed.
Office Administrator
NM AIR
01.2020 - 09.2022
- Interacted with customers by phone, email or in-person to provide information.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Coordinated communications, financial processing, registration, recordkeeping and other administrative functions.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
Office Assistant
Galloway Photography
03.2016 - 02.2020
- Completed clerical tasks such as filing, copying and distributing mail.
- Interacted with customers by phone, email or in-person to provide information.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Delivered clerical support by handling range of routine and special requirements.
- Executed record filing system to improve document organization and management.
- Developed correspondence letters, memos and emails.
Home Health Caregiver
Aid Home Health Care
03.2016 - 11.2016
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Managed complex medication schedules accurately, ensuring proper administration according to physician instructions.
- Advocated for patient needs within the healthcare system, ensuring they received appropriate services and resources.
- Scheduled and coordinated medical appointments.
- Increased overall client satisfaction levels by consistently providing high-quality care tailored to each individual''s preferences and requirements.
Education
GED -
Albuquerque High School
Albuquerque, NMSkills
- Communication Skills
- Problem-solving
- Adaptability
- Time management abilities
- Complaint resolution
- Professionalism
- Resourcefulness
- Problem-solving skills
Timeline
Customer Advocate II
HCSC - Blue Cross Blue Shield
04.2023 - Current
Office Administrator
NM AIR
01.2020 - 09.2022
Office Assistant
Galloway Photography
03.2016 - 02.2020
Home Health Caregiver
Aid Home Health Care
03.2016 - 11.2016
GED -
Albuquerque High School
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