BEATRIZ CUNA-RUIZ
Milwaukee,WI
Summary
Customer Service and Healthcare Professional experienced in supporting diverse populations in fast-paced environments. Achieved success in team leadership and program management through effective communication, problem-solving, and conflict resolution. Focused on leveraging expertise in a leadership role to enhance customer experiences and drive organizational success.
Overview
3
3
years of post-secondary education
15
15
years of professional experience
Work History
Program Director
BREAKING BARRIERS MENTORING INC.
Milwaukee, USA
01.2021 - Current
- Led nonprofit programs serving individuals, children, and families, guiding strategic direction and fostering mission alignment.
- Develop relationships with community partners, organizations, volunteers, and stakeholders.
- Support organizational goals through effective communication, planning, and program coordination.
- Identified community needs through surveys and discussions. and develop programs designed to provide support and resources.
- Represent the organization professionally when communicating with community partners and potential supporters.
- Organized fundraising events and outreach activities, enhancing community engagement and securing sponsorships and donations.
- Promote a positive, supportive, and inclusive environment for program participants.
Customer Service Lead
AURORA HEALTH CARE
Milwaukee, USA
01.2012 - Current
- Provide exceptional customer service and support to patients, members, and internal departments in a fast-paced healthcare environment.
- Serve as a knowledgeable resource for complex customer service, insurance, and operational questions.
- Support team members with escalated customer concerns and assist in resolving complex issues.
- Coached and mentored employees to enhance customer service skills and improve overall performance.
- Collaborated with leadership and departments to identify issues and develop effective solutions.
- Handle sensitive and confidential information while maintaining professionalism and compliance with organizational requirements.
- Identified process concerns and recommended improvements to enhance customer experience.
- Communicate effectively with individuals from diverse backgrounds and with varying levels of technical and healthcare knowledge.
Education
ASSOCIATE DEGREE - CRIMINAL JUSTICE
Milwaukee Area Technical College
Milwaukee, WI 06.2010 - 07.2013
Skills
- Program Management
- Healthcare Operations
- Community Outreach
- Performance Management
- Fundraising Strategy
- Patient relations
- Insurance & Benefits Support
- Team leadership
- Supervisory Support
- Employee training
- Staff supervision
- Task assignment
- Resource Allocation
- Risk Management
- Quality and Service Improvement
- Technical Support
- Record management
- Conflict Resolution
- Conflict management
- Problem resolution
- Effective communication
- Relationship management
- Relationship building
- Stakeholder Engagement
- Community engagement
- Mentorship
- Team building
- Software proficiency
- Record management
- Confidential Information Handling
- Resource Allocation
- Risk Management
Additional Professional Experience
- Extensive experience assisting customers and patients with complex questions and concerns.
- Experience working with insurance-related issues, healthcare services, and customer accounts.
- Skilled in troubleshooting technical and system-related issues.
- Experienced working with multiple computer applications and healthcare systems.
- Strong ability to research information, identify problems, and provide appropriate resolutions.
- Experienced handling high-volume customer interactions while maintaining accuracy and professionalism.
Timeline
Program Director
BREAKING BARRIERS MENTORING INC.
01.2021 - Current
Customer Service Lead
AURORA HEALTH CARE
01.2012 - Current
ASSOCIATE DEGREE - CRIMINAL JUSTICE
Milwaukee Area Technical College
06.2010 - 07.2013