Carolina Guillen
Highlands,TX
Summary
Experienced Bilingual Customer Service and Health Program Specialist with a decade of experience in high-pressure settings. Strong skills in de-escalation, data entry, and customer communication. Consistently maintains high satisfaction ratings while providing empathetic support to clients and patients.
Overview
21
21
years of professional experience
Work History
Health Program Representative I
Elevance Health (through BCforward)
09.2023 - Current
- Contracted through BCforward from 09/2023 – 06/2024; converted to full-time with Elevance Health in 06/2024 and currently employed.
- Serve as first point of contact for members in Medicare Early Intervention program, conducting inbound and outbound calls to complete Health Risk Assessments (HRAs).
- Educate members on program benefits and encourage engagement with care management services.
- Document member information accurately in databases while following HIPAA and compliance standards.
- Support clinicians by initiating referrals, managing consults, and coordinating with providers to ensure continuity of care.
- Consistently meet performance targets, including call quality, compliance, and member satisfaction.
Bilingual Customer Service Representative
Titan Technologies
Houston, TX
10.2022 - 09.2023
- Responded to telephone inquiries and complaints, following standard operating procedures.
- Delivered personalized service and resolved issues on customer accounts.
- Maintained product knowledge to provide accurate suggestions and recommendations.
- Documented call details and maintained accurate logs of customer interactions.
Customer Service Representative
Titan Technologies
Houston, TX
01.2022 - 04.2022
- Assisted disaster survivors by responding to calls and processing applications for disaster assistance.
- Accurately transcribed data using alphanumeric keyboard systems and entry equipment.
- Provided efficient, courteous service while resolving customer needs promptly.
Independent Sales Representative
Dallas, TX
01.2018 - 12.2021
- Represented company brand at events, conferences, and client meetings to increase awareness.
- Trained new employees on company policies and sales strategies.
- Built long-term customer relationships through excellent service and follow-up.
Assistant Manager
FedEx Office and Print Center
Houston, TX
09.2004 - 09.2016
- Oversaw daily store operations, managing staff and inventory.
- Coached and mentored employees to improve performance and adherence to policies.
- Coordinated schedules, equipment maintenance, and supply ordering.
- Interviewed and trained staff while assisting with hiring decisions.
- Resolved escalated customer complaints and processed refunds/returns to maintain satisfaction.
Education
High School Diploma - undefined
Galena Park, TX05.2004
Skills
- Customer engagement and support
- Call management expertise
- Resolution of disputes
- Database administration
- Compliance and quality assurance
- Microsoft Office applications proficiency
- Bilingual communication abilities
Timeline
Health Program Representative I
Elevance Health (through BCforward)
09.2023 - Current
Bilingual Customer Service Representative
Titan Technologies
10.2022 - 09.2023
Customer Service Representative
Titan Technologies
01.2022 - 04.2022
Independent Sales Representative
01.2018 - 12.2021
Assistant Manager
FedEx Office and Print Center
09.2004 - 09.2016