Celeste Diaz
Las Vegas,NV
Summary
I am eager to work and have a career in an organization that is consistently striving for success and that honors and supports the personal growth and development of their employees. An organization that would allow me to use my skills and experience, vibrant personality, creativity and passion as a go-getter and a team player as an added asset to their mission.
Overview
14
14
years of professional experience
Work History
Member Service Representative III SME)W@H
Anthem Blue Cross BlueShield
Las Vegas, NV
06.2022 - Current
- Taking inbound calls from members that have a health plan with us and answer questions about benefits, changing demographic information, answering questions about enrollment and disenrollment process, etc.
- Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
- Analyzes problems and provides information/solutions.
- Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database.
- Thoroughly documents inquiry outcomes for accurate tracking and analysis.
- Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
- Researches and analyzes data to address operational challenges and customer service issues.
- Provides external and internal customers with requested information.
- Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature.
- Uses computerized systems for tracking, information gathering and processing payments.
Technical Support Representative W@H
Asurion
Las Vegas, NV
07.2018 - 07.2022
- Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
- Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
- Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary.
- Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.
- Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars when possible.
- Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software.
- Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades.
- Create and implement new processes to improve efficiency and customer satisfaction.
Patient Care Assistant
Health Care Partner of NV
Las Vegas, NV
12.2015 - 07.2018
- Responsible for accurately and professionally handling all patient calls operations including answering phones, scheduling of all appointments.
- Following all HIPPA laws.
- Receives incoming calls in a prompt and courteous manner.
- Put prescription in for patients.
- Set up emergency calls if patients are sick to office.
- Scheduling all follow up appointments as well
- Other duties as assigned.
- Front Office
Customer Service Representative II
America Homes 4 Rent
Las Vegas, NV
06.2015 - 12.2015
- Resolve and respond to customer inquiries, questions, and complaints.
- Build trust-worthy relationships and educate new and existing customers on products and services.
- Schedule follow ups calls if needed.
- Handle complaints about their home and HOA needs.
- Billing
- Walked customer thought portal issues if needed
- Advise tenants of late fee and eviction process
Member Sales Representative
Humana
Las Vegas, NV
10.2014 - 06.2015
- Resolve and respond to customer inquiries, questions, and complaints.
- Build trust-worthy relationships and educate new and existing customers on products and services.
- Schedule follow up calls if needed
Solarcity customer service
SolarCity LLC
Las Vegas, NV
03.2014 - 09.2014
- Customer Account Management
- Answer phones and email inquiries from customers.
- Communicate with engineering, operations, and project management teams to improve Solarcity customer service.
- Provide Tier 1 technical support.
- Handle escalated customer inquiries including follow up and all communication Answer questions regarding system performance, maintenance and perform excel savings analysis.
Customer Service Rep
Sitel
Las Vegas, NV
09.2011 - 04.2014
- Email Support Team
- Listened attentively, solved problems creatively, and used tact and diplomacy to find common ground and achieve win-win outcomes.
- Used a customized computer database system, responded to customer inquiries in a call center environment, performed queries in multiple databases.
- Increased the customer experience by providing information on new products and services through up selling opportunities, provided effective and timely resolution of a range of customer inquiries.
- Answered an average of 1,250 customer calls daily through the call center queue.
- Resolve customer issues, providing superior customer service to ensure satisfied customers.
- Completed ongoing training to stay abreast of products, services and policy changes.
- Delivered world class customer service and built customer satisfaction and loyalty.
- Demonstrated best judgment in the disbursement of adjustments and credits.
- 3 1/2 years of call center representative services, answered inbound calls in support of customers.
Education
Some college - undefined
Skills
- Tech Support
- Call Center
- Customer Service
- Troubleshooting
- Help Desk
- Driving
- Microsoft Excel
- English
- Technical Support
- InVision
- WAN
- Microsoft Office
- Microsoft Windows
- Software troubleshooting
- Office experience
- Microsoft Word
- Telecommunication
- Typing
Additional Information
- Computers: Window Vista, Excel, E-mail, Internet, Microsoft Word 2007, PowerPoint, MAS 90, Connect, Jenark, CRM, Right Now, and Outlook Email.
- Ability to handle multiple tasks simultaneously and work independently with minimal supervision.
- Extremely productive in a high volume, high stress environment, self-starter with a can do attitude.
- Communication skills in dealing with customers, co-workers, and homeowners.
- Articulate with excellent verbal, and written communication skills.
- 55 (WPM) 6800 (KPM)
Timeline
Member Service Representative III SME)W@H
Anthem Blue Cross BlueShield
06.2022 - Current
Technical Support Representative W@H
Asurion
07.2018 - 07.2022
Patient Care Assistant
Health Care Partner of NV
12.2015 - 07.2018
Customer Service Representative II
America Homes 4 Rent
06.2015 - 12.2015
Member Sales Representative
Humana
10.2014 - 06.2015
Solarcity customer service
SolarCity LLC
03.2014 - 09.2014
Customer Service Rep
Sitel
09.2011 - 04.2014