Brian Ybarra
Card Services
Santa Ana,CA
Summary
Result oriented Member Experience Trusted Advisor & Benefits Card Services expert with the customer service experience to manage and produce high results in getting Members a Resolution. Strong multitasking skills with the ability to resolve difficult member situations by brainstorming best possible outcomes for all parties involved. Known for integrity, reliability and loyalty. Motivated Member care specialist enthusiastic about contributing skills. Eager to advance professionally by leveraging strengths in communication and problem solving. Trained in addressing customer concerns professionally while rectifying their accounts. Detail-oriented Advisor focused on keeping entries up-to-date daily. Dedicated to providing current state-of-accounts reports to inform management decisions. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Personable [Job Title] offering [Number] years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
11
11
years of professional experience
Work History
Member Experience Advisor
Nations Benefits
09.2021 - 06.2023
- Started as a MEA taking over the counter orders in Spanish for multiple healthplans, then I slowly transitioned to working special projects as in member resolutions with order issues
- After that I became an OTC advisor for Anthem temporarily from 09/2022 to 12/2022
- We were trained thoroughly by Anthem//Elevance on how their OTC SOP should go
- Finally starting in 01/2023 I joined the newly formed Card Service Specialist or CSS dept
- I was given the promotion by my former supervisor Monique Tejada who also recently left nations benefits
- We started the dept from the ground up…including all SOP standard operating procedures
- I Was tasked with all IT tickets that were assigned to CSS
- Everything from changing card status to calling retailers like walmart to get refunds for members back on their cards
- I also did reimbursements and helped create the intake form for fraud procedures
- We also had a chat to assist supervisor and Team Leads who were assisting members with card issues.
Account Manager / Customer Service / Collections
Great Destinations
12.2019 - 04.2020
- Helped customers resolve payment disputes, assisted customers with getting current on their account by educating them
- Resolved any customer service issues to the satisfaction of the customer with the tools that were provided to me
- Made sure all customers were satisfied by the end of our interaction.
Senior Collector
Hyundai Capital America
10.2016 - 04.2018
- Assisted in minimizing loss for the department
- Managed a queue from 90 days down, assigned accounts out for repossession
- Had an average of 90% QA call score, an expert with all HCA Collection policy & procedures
- Promote the highest quality of service to all Hyundai internal and external customers
- Provided resolution to accounts with customer & dealer satisfaction
- Certified by CBS call module
- Produced and received numerous phone calls through manual dialing and an auto dialer
- Managed a queue of 150 accounts with working all accounts every 2 days
- Collaborated closely with Floor Managers to identify areas of concern and most effective methods for remediation.
Collection Manager
Orion's Management Group
06.2012 - 04.2016
- Updated customer accounts with interactions, payments and personal information
- Reduced losses by restructuring loan payment plans
- Reached out customers to collect outstanding payments via one-time or negotiated installment methods
- Researched and resolved billing and invoice problems
- Coordinated approval processes of all accounts payable invoices
- Reviewed credit records to evaluate customer histories
- Reached out to customers to discuss late payments and options for remitting amounts due
- Effectively negotiated restructuring of loan payments
- Created and distributed updated customer statements
- Received and submitted payments and applied amounts to customer balances
- Researched, evaluated and resolved discrepancies and customer concerns
- Assisted in the training of new collectors
- Negotiated BPA of charged-off credit card accounts
- Always met goal of 20K collected per month.
Education
Completed 3.5 units -
Santa Ana College
Santa Ana, CA01.1993
High School Diploma -
Saddleback High School
Santa Ana, CA01.1992
Skills
- MS Office
- Analytical skills
- Organizational skills
- Quality assurance QA
- Compliant and Vendor Management liaison
- Conducting investigations
- Accounts receivable professional
- Effective time
- Multiple CRM knowledge
- Medicare Advantage Knowledge
- Excel proficient
- Strong communication skills
- Complex problem solving
- Payment acceptance
- Bilingual fluency in [Spanish]
- Card Transaction History Expert
- Reimbursement and Refund Experience
- FRAUD Standard operating Procedures
- Exceptional communication
- CRM software expertise
- Performance Tracking
- Brand representation
- Customer Service
- Customer Support
- Call center experience
- Complaint Handling
- Policy understanding
- Sales strategy
- Issue Resolution
- Financial Transactions
- Product Sales
- Dispute Resolution
- Account Management
- Client Education
- Service Recommendations
- Database Management
- Product Recommendations
- Teamwork and Collaboration
- Service Upselling
- Database Maintenance
- Computer Skills
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Calm Under Pressure
- Problem Resolution
- Relationship Building
- Microsoft Office
- Customer Relations
- Data Entry
- Product Knowledge
- Work Prioritization
- Product and service knowledge
- Issue and Complaint Resolution
- Quality Control
- Money handling abilities
- Administrative and Office Support
- Complaint resolution
- Inbound Call Management
- Customer Data Confidentiality
- Professional telephone demeanor
- De-Escalation Techniques
- Customer Relationship Management (CRM)
- Medical terminology knowledge
- Sales and Upselling
- Policies and Procedures Adherence
- Order Fulfillment
- Store maintenance
- Document and Records Management
- Order Processing
- Process Improvement
- Data Management
- Sales expertise
- Call Center Operations
- Training development aptitude
- Order documentation
- Strategic sales knowledge
Spanish
My Spanish is approximately is 75% fluent verbally, 75% fluent reading, & 70% fluent with writing
Languages
Spanish
Professional Working
Timeline
Member Experience Advisor
Nations Benefits
09.2021 - 06.2023
Account Manager / Customer Service / Collections
Great Destinations
12.2019 - 04.2020
Senior Collector
Hyundai Capital America
10.2016 - 04.2018
Collection Manager
Orion's Management Group
06.2012 - 04.2016
Completed 3.5 units -
Santa Ana College
High School Diploma -
Saddleback High School
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