Betzabe Acevedo
Budd Lake,NJ
Summary
Detail-oriented and results-driven professional with experience in customer service and provider relations. Adept at maintaining compliance, managing deadlines, and enhancing efficiency in provider and member engagement strategies.
Overview
5
5
years of professional experience
Work History
Service Advocate
Healthfirst
New York
02.2024 - Current
- The Service Advocate is responsible for supporting Contact Center Operations by ensuring members and/or providers receive an exceptional customer.
- Receives and addresses member & provider inquiries, de-escalates and resolves complaints, educates clients, retains members, helps to prevent disenrollments, and escalates issues requiring additional intervention across all Lines of Business.
- The Service Advocate maintains the Healthfirst culture and drives improvements to ensure the best possible customer experience as measured by First Call Resolution and Customer Experience KPI's, for our North Star Members and the Providers who service them.
- Developed relationships with customers through proactive outreach efforts.
- Performed regular reviews of system data to identify trends or areas requiring further investigation.
- Assisted customers in resolving service issues by troubleshooting technical problems.
- Provided advice to customers on product features, benefits and usage.
- Participated in team meetings to discuss challenges faced by the department and brainstorm solutions.
- Ensured compliance with company policies and procedures when interacting with customers.
Member Engagement Specialist
Healthfirst
New York, Remote
06.2022 - 12.2023
- Handle members and provider inquiries both inbound and outbound.
- Analyze data trends to inform decision-making and improve members provider engagement strategies.
- File appeals and grievances on behalf of member and providers.
- Refer to correct state entities and vendors when needed.
- Help members understand their benefits and claims while outreaching different billing departments if needed.
- Process payments for members like monthly premiums and binder payments.
- Navigating different software in order to search for correct information such Macess, Epaces, Marx.
- Assisted in resolving provider and member issues through effective problem-solving and process improvement strategies.
- Communicated effectively in verbal and written formats to ensure members inquires or issues are resolved in a timely manner.
Sales Coordinator
Freedom Solar, LLC
Houston, Texas
10.2021 - 12.2021
- Explaining benefits as to why our product would be the best investment to homeowners home.
- Navigating different computer software while handling high volume outbound calls.
- Provided administrative support to the sales team including scheduling meetings, preparing presentations and managing email correspondence.
- Conducted market research to identify potential customers for sales campaigns.
- Coordinated travel arrangements for sales representatives as needed.
- Generated leads through cold calling, networking, referrals and other methods.
- Prepared monthly reports on sales activities, revenue, expenses, and other key metrics.
Customer Service Representative
Enablx
Randolph, NJ
11.2019 - 02.2020
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Education
High School Diploma -
Morris Hills High School
12.2017
Skills
- Project Leadership
- Service Work
- Service Focused
- Provider Relations
- Data Analysis & Reporting
- Workflow Optimization
- Effective Communication
- Compliance & Regulatory Adherence
- Microsoft Office Suite (Excel, Word, Outlook)
- Problem Solving & Multitasking
Timeline
Service Advocate
Healthfirst
02.2024 - Current
Member Engagement Specialist
Healthfirst
06.2022 - 12.2023
Sales Coordinator
Freedom Solar, LLC
10.2021 - 12.2021
Customer Service Representative
Enablx
11.2019 - 02.2020
High School Diploma -
Morris Hills High School