Berania Ochoa
Yuba City,CA
Summary
Bilingual, detail-oriented professional with extensive experience in high-volume customer service, financial systems, and call center operations. Skilled in managing sensitive information, following strict protocols, and supporting individuals in high-stress environments. Strong communicator with the ability to assist diverse populations, resolve issues efficiently, and maintain accuracy in fast-paced settings. Seeking to transition into a healthcare support role in radiology to contribute strong patient service, organization, and operational skills.
Overview
7
7
years of professional experience
Work History
Member Service Representative II
Golden 1 Credit Union
Remote
05.2023 - Current
- Deliver high-quality customer service in a high-volume call center environment, assisting members with account inquiries, transactions, and issue resolution
- Handle sensitive financial information while maintaining strict confidentiality and compliance with banking regulations
- Troubleshooted and resolved complex member concerns, including account access, payments, and service discrepancies
- Educated members on financial products and digital services such as online banking and mobile tools
- Documented all interactions accurately in internal systems while meeting productivity and quality standards
- Collaborated with internal teams to escalate and resolve advanced issues efficiently
- Demonstrated strong multitasking skills by navigating multiple systems while maintaining excellent call handling performance
- Collaborated with team members to resolve complex member issues promptly and efficiently.
- Streamlined communication between departments, resulting in quicker resolution times for member queries.
- Demonstrated proficiency in financial software applications used within the credit union environment.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
- Maintained up-to-date knowledge of product, service changes and policies.
Healthcare Options Customer Service Representative
Aston Carter/HCO
Remote
12.2022 - 05.2023
- Assisted claimants with Medi-Cal enrollment, benefits, and healthcare service navigation
- Explained eligibility, coverage, and plan options to diverse populations
- Collected and verified demographic and insurance information
- Maintained confidentiality of sensitive health information (HIPAA-aligned)
- Documented interactions and resolved service-related issues
Fact Finding/Customer Service Representative
Aston Carter/EDD
Remote
05.2021 - 12.2022
- Use automated systems to review, enter, update and report unemployment claim information.
- Follow policies to take statements
- Provides efficient and effective customer service over the phone while understanding the claimants needs
- Analyzing claim information to identify discrepancies or missing information
- Sending employers standard forms to obtain additional information or clear up a discrepancy
- Working closely with subject matter experts to gain further understanding of how to address outstanding issues or identify when a claim needs to be escalated
- Demonstrating the ability to manage a workload in a way that meets timeliness requirements
- Knowledge of UI systems, including SCDB, CUBS, UISS and Verizon Report.
- Conduct regular audits of claim files to maintain compliance with state regulations.
- Provided high-volume call center support for healthcare members regarding enrollment, benefits, and coverage options
- Assisted with healthcare plan selection and explained eligibility requirements and services
- Collected, verified, and updated member demographic and insurance information
- Documented interactions accurately in electronic systems, maintaining compliance with confidentiality standards
- Resolved member issues and escalated complex cases to appropriate departments
- Communicated effectively with diverse populations, ensuring understanding of healthcare processes
Cashier/Shift manager
El Pollo Loco, Yuba City CA
Yuba City, CA
06.2019 - 08.2021
- Supervised team operations and supported workflow in a high-volume environment
- Trained new employees on procedures, customer service, and operational standards
- Ensured compliance with safety, cleanliness, and service quality protocols
- Resolved customer concerns while maintaining efficiency and positive service experience
Education
Diploma -
Yuba City High School
Yuba City06-2019
Associate of Science - Natural Sciences
Yuba College
Marysville, CA05-2023
Associate of Science - Biology-Allied Health
Yuba College
Marysville, CA05-2023
Skills
- Patient & Client Support (high-volume service environments)
- HIPAA-style confidentiality & sensitive data handling
- Communication with diverse populations (bilingual English/Spanish)
- Workflow coordination & multitasking in fast-paced settings
- Attention to detail & protocol compliance
- Scheduling, documentation & system navigation
- Team collaboration & escalation of complex issues
- Customer/patient experience support
Timeline
Member Service Representative II
Golden 1 Credit Union
05.2023 - Current
Healthcare Options Customer Service Representative
Aston Carter/HCO
12.2022 - 05.2023
Fact Finding/Customer Service Representative
Aston Carter/EDD
05.2021 - 12.2022
Cashier/Shift manager
El Pollo Loco, Yuba City CA
06.2019 - 08.2021
Diploma -
Yuba City High School
Associate of Science - Natural Sciences
Yuba College
Associate of Science - Biology-Allied Health
Yuba College