Celia Cuellar
Weslaco,TX
Summary
Skilled in motivational interviewing and adaptability, I excelled at Texas Works @ Maximus by enhancing client access to public assistance, leading to a significant increase in successful applications. Leveraging ethical practice and client advocacy, I cultivated impactful relationships and resolved complex issues efficiently, demonstrating unparalleled professionalism and multitasking abilities.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Cusomter Services Support
Texas Works @ Maximus
Edinburg , TX
09.2022 - 12.2024
- Interviewed applicants to verify information eligibility for public assistance.
- Supported applicants in completing documents with accuracy for human service programs.
- Evaluated and addressed individual client needs and concerns.
- Cultivated relationships with local organizations to increase access to resources for clients.
- Participated in multidisciplinary team meetings to discuss complex cases.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer complaints promptly and efficiently.
- Maintained strong call control and quickly worked through scripts to address problems.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls from customers and provided assistance with Medicaid and Snap applications and follow ups, and other customer service related issues.
Admistrative Assistsance Ombudsman Program /Customer Service Representative
Office of Injured Employee Counsel
Weslaco , TX
10.2008 - 08.2021
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Assisted in developing training materials related to new products or services being released.
- Coordinated with third-party vendors when necessary for resolving escalated customer issues.
- Created detailed reports on customer feedback for management review.
- Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
- Prepared daily activity reports summarizing activities related to customer support requests.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Developed training materials and procedures or trained to injured employees regarding rights and responsibilities.
- Audited customer account information to identify issues and develop solutions.
- Performed regular follow-up calls to check on customer satisfaction levels.
Education
High School Diploma -
Jefferson Community And Technical College
Louisville, KYSkills
- Cultural history
- Motivational interviewing
- Client assessment
- Professional boundaries
- Ethical practice
- Self-awareness
- Client advocacy
- Multitasking
- Adaptability
Certification
- Life Insurance
Timeline
Cusomter Services Support
Texas Works @ Maximus
09.2022 - 12.2024
Admistrative Assistsance Ombudsman Program /Customer Service Representative
Office of Injured Employee Counsel
10.2008 - 08.2021
High School Diploma -
Jefferson Community And Technical College