Chavela Aubert
Austin,TX
Summary
Dedicated Customer Service Representative with 11 years experience in consumer support and problem solving. Exceeding targets and ensuring everyday interactions into experiences people remember. Remaining calm in high-pressure situations with difficult individuals. Maximizing customer retention opportunities.
Overview
5
5
years of professional experience
2003
2003
years of post-secondary education
Work History
Security Guard
Sitemetric LLC
Goodyear, Arizona
06.2024 - 03.2026
- Monitored premises to ensure safety and security protocols were followed.
- Conducted regular patrols to identify and address potential security issues.
- Managed access control for visitors and employees at entry points.
- Enforced company policies and procedures to maintain a secure environment.
- Provided exceptional customer service while interacting with staff and visitors.
- Addressed problems quickly and reported clear information while working under minimal supervision.
- Issued visitor badges and access cards to authorized personnel.
Customer Support Specialist
One Medical
Tempe, Arizona
08.2023 - 05.2024
- Act as first point of contact, providing compassionate technology driven assistance to members.
- Handling inbound/outbound calls and emails,assisting with appointment scheduling.
- Collaborated with medical providers, pharmacist and insurance specialists to manage referrals, prior authorization and lab results.
- Navigated electronic medical records (EMR) systems, updated patients records and managing documents via phone,Slack.
- Resolved complex member complaints, urgent issues, prescription delays or scheduling conflicts, while adhering to HIPPA guidelines.
Customer Service Representative
Tri West Health Care Alliance
Phoenix, Arizona
01.2023 - 08.2023
- Assisted members with inquiries regarding health care benefits and services.
- Professionally handled inquiries regarding, claims ,referrals, prior authorizations and appointment scheduling via phone and email.
- Resolved customer complaints by providing timely and effective solutions.
- Coordinated with internal teams to address member needs and concerns.
- Maintained strict HIPPA confidentiality while processing sensitive ( PHI) Patient Health Information.
- Documented all communication and actions in
- Customer Relationships Management (CRM) for 50 plus outbound calls daily.
- Provided empathetic high quality service to veterans and military families.
Customer Service Representative
Carvana
Tempe, Arizona
08.2021 - 11.2022
- Managed end to end customer experience guiding customers through vehicle purchases, warranties, financing and deliveries via inbound / outbound calls,emails and ,text.
- Review and verify customer documentation, drivers license, auto insurance to ensure compliance with company policies.
- Actively listening to customer needs,find solutions for issues within the car buying process, vehicle issues or service complaints.
- Assisted in navigating website in search of vehicle according to customer specifications.
- Transfer call to correct department.
- Place and cancel orders.
- Ensure customer advocacy in payment processing, refunds,and registration clarity.
Education
Perris Lake High
Perris, CASkills
Empathetic
Effective communication
Patient
Problem solving
De-escalation and conflict resolution
Time management
Team collaboration
Credit card processing
HIPPA Compliance
Attention to detail
Actively listening
Adaptability
Salesforce
Data entry
Professionalism
Customer relations
Timeline
Security Guard
Sitemetric LLC
06.2024 - 03.2026
Customer Support Specialist
One Medical
08.2023 - 05.2024
Customer Service Representative
Tri West Health Care Alliance
01.2023 - 08.2023
Customer Service Representative
Carvana
08.2021 - 11.2022
Perris Lake High