Cristal Ponce

• Provided detailed explanations of Medicare benefits, services, and coverage options to customers.
• Researched customer inquiries regarding eligibility for Medicare programs.
• Responded to customer inquiries related to their enrollment status or other issues.
• Adhered strictly to all HIPAA privacy rules when handling confidential patient information.
• Answered questions and responded to inquiries to deliver high level of service to members.
• Explained eligibility details and affordability options to patients with kindness and respect.
• Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
• Maintained positive working relationship with fellow staff and management.
• Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
• Attended regular training sessions on updates and changes within the industry or organization.
• Maintained high levels of professionalism while interacting with customers via phone or email.
• Monitored call queues in order to prioritize incoming calls by urgency or importance level.
• Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
• Identified and escalated priority issues as needed.
• Interpreted federal regulations regarding Medicare eligibility requirements and communicated them clearly to customers.
• Processed enrollments, changes, cancellations, and terminations according to established guidelines.

• Received daily delivery instructions and route assignments from dispatch.
• Provided excellent customer service by answering inquiries about products or services being delivered.
• Followed safety protocols for loading, unloading, securing, inspecting, operating, and maintaining the assigned vehicle.
• Responded promptly to emergency situations involving vehicles or personnel on the roadways.
• Cleaned interior and exterior of delivery vehicle at end of shift as needed.
• Delivered goods in a timely fashion while adhering to speed limits and other traffic regulations.
• Drove safely in all weather conditions including rain, snow, sleet, ice.

• Developed and implemented effective marketing strategies to increase restaurant sales.
• Established standards for quality control, customer service, health and safety regulations.
• Analyzed financial reports to identify areas of improvement or cost savings opportunities.
• Ensured compliance with all applicable laws, regulations and policies governing restaurants in the area.
• Hired, trained and motivated staff to fill all restaurant openings.
• Maintained cleanliness and sanitation across foodservice, storage and preparation stations.
• Managed food preparation, guest interaction, quality control and customer relations.
• Prepared meals according to recipes and menus, adjusted ingredients and cooking times accordingly.
• Cleaned kitchen equipment, surfaces, utensils and dishes.
• Checked quality of ingredients before use in order to ensure freshness.
• Ensured that all food was cooked at the correct temperature and stored correctly.
• Maintained a clean working environment by sweeping, mopping floors, washing surfaces and emptying trash cans.
• Balanced cash drawer at the end of each shift by counting total deposits and withdrawals.
• Processed credit and debit card payments, gift cards, checks, refunds, exchanges, store credits as per company policy.
• Provided accurate change when applicable.
• Operated cash register or POS system to receive payment by cash, check and credit card.

• Identified potential fraud cases by conducting investigations into suspicious activity.
• Prepared detailed reports on claim status and activities for management review.
• Collaborated with other departments to investigate potential coverage disputes or discrepancies.
• Ensures program applicants are continuously updated regarding the status of their program application.
• Frequent, diligent, and professional communication required.
• Obtains a working knowledge of applicant needs and program eligibility criteria. Understands program requirements and other key objectives.
• Understands program processes from start to finish and communicates those processes clearly C P to applicants. Gathers applicant documentation and uploads to program system of record.
• Records all communications in the program system of record.
• Managed a team of 30 claims adjusters, ensuring that all customer inquiries were responded to in a timely manner.
• Managed team members effectively to meet high production standards with accurate results.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Answered inbound calls, chats and emails to facilitate customer service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Prepared summaries of daily work completed for review by supervisors. Maintained confidentiality of sensitive information entered into the system.
• Scanned and stored files and records electronically to reduce paper files and secure data.
• Collected and organized information for entry, prioritizing entries to increase efficiency.
• Utilized specialized software applications related to the job role.

• Promote and maintain a culture of safety at all times
• Lead a team in a fast-paced and ever-changing environment to meet and exceed operational targets while maintaining service, timeline, and compliance requirements
• Establish and maintain a culture that encourages communication, and where all team members feel valued, connected, and engaged in the success of the operation
• Recognize and celebrate individual and team performance Responsible for supervising the daily activities of Station Agents, including scheduling, training, attendance, discipline, and performance appraisal
• Evaluate individual and team work performance and provide necessary feedback.
• Coach and counsel as needed and document discussions and improvement plans
• Lead briefings with a focus on planned changes, explaining reasons for changes, safety topics, performance, and recognition
• Monitor, assess, and report on below-wing and team performance daily; identify trends and drive ongoing improvement Responsible for ensuring that equipment is available, maintained, and operated in a safe manner at all times, to include daily inspections and removal from service
• Investigate and report delays and irregular flight activity, determining solutions for how to avoid such delays in the future Complete shift and daily reports to share performance with the local team and leadership
• Foster an inclusive, engaging, and high-performance culture that demonstrates McGee's values of Safety, Service, Integrity, Mutual Respect, Accountability and Pride at all times Trained, mentored and motivated employees to maximize team productivity.
• Assessed work for errors or compliance issues and made corrections and modifications.
• Promoted worksite safety by explaining and enforcing OSHA requirements.
• Documented results from participant observations.(Conduct daily audits) Developed practical and comprehensive lines of questioning to encourage communication with subject of interview.
• Delegating daily tasks to team members Help HR with interviews
• Conduct daily Presentation via powerpoint Conduct training reports via Microsoft Excel Create Safety flyers to create safe work environment for employee Knowledge of sharepoint/teams /outlook other duties assigned
• Designed and developed training materials for new employees in the organization.
• Conducted onboarding sessions to orientate new staff members about company policies and procedures.
• Provided feedback on employee performance based on observed results during training sessions.
• Developed assessment tests to evaluate trainees' knowledge of course material.
• Assisted with the development of online learning modules for remote learners.
• Documented all training activities including attendance records, feedback forms, surveys.
• Trained newly hired top talent to fill key positions and maximize productivity.
• Ensured compliance with established safety standards when conducting hands-on demonstrations or simulations.

• The Case Manager is responsible for reviewing unemployment insurance claims with outstanding issues to determine next steps required to resolve those issues. Using critical thinking skills, the Agent will analyze all information, notes, and documentation to identify gaps or discrepancies in information. They will then perform outreach to claimants and/or employers to obtain the necessary information, notate that in the claim file, and forward detailed notes as required to resolve the issue. The position requires using time management to work a caseload effectively and in order of priority set by leadership, critical thinking skills to identify the needs on each unique claim, and communication skills ensuring that information gathered is clearly notated in the claim.
• Analyzing claim information to determine the cause of outstanding issues
• Assessing eligibility requirements based on UI Code, Policies, and Procedures
• Evaluating wage and earnings
• Communicating with claimants and employers by phone to obtain missing information
• Working closely with subject matter experts to gain further understanding of unique issues and how to address them
• Referring more complex issues to supervisor or tenured staff
• Notating all contacts and actions taken on a claim clearly and thoroughly
• Demonstrating the ability to make timeline and logical decisions
• Scanned documentation and entered information into databases.
• Interviewed potential participants to determine eligibility.
• Maintained confidentiality when addressing sensitive information with tact and diplomacy.
• Utilized script for on-demand phone project assignment to deliver surveys to recipients.
• Protect clients data information Reviewed data to verify validity of claims and determine case management actions.
• All other duties as assigned by management to support claim processing
• Discovered occurrences of Unemployment fraudulent claims Recommended punitive action on fraudulent claims.
• All other duties as assigned by management to support claim processing Answered inbound calls, chats and emails to facilitate customer service.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Made outbound calls to obtain account information.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Used proven techniques to de-escalate angry customers during telephone interactions.

• Delivered goods and services to customers on time and in excellent condition.
• Utilized GPS to optimize routes and continuously meet estimated delivery times.
• Monitored traffic conditions and applied defensive strategies to avoid accidents.
• Achieved consistently high customer scores due to exceptional service.
• Documented daily mileage, gas and other data.
• Notified customers of delays to decrease calls to support.
• Verified deliveries against shipping instructions prior to delivering to customers.
• Contacted customers prior to delivery to coordinate delivery times.
• Determined optimal routes based on GPS application information and knowledge of local routes.

• Scheduled appointments, meetings and events for management staff. Composed correspondence, reports and meeting notes.
• Directed customer communication to appropriate department personnel.
• Answered phone calls and emails to provide information, resulting in effective business correspondence.
• Responded effectively to sensitive inquiries or complaints.
• Created spreadsheets in Microsoft Excel for record-keeping and reporting.
• Working in a Spanish and English environment / speaking reading in spanish
• Assist customers with transferring money to different countries and take payments for their phone bills.
• Reviewed customer account information to determine current issues and potential solutions.
• Consulted with customers to determine best methods to resolve service and billing issues.
• Answered, screened and processed high volume of calls daily with call management system and web-based communications.
• Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
• Updated customer accounts, addresses and contact information within call management databases.
• Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.

• Assist customers with their needs and operate cash register.
• Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
• Greeted customers and responded to informational requests. Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
• Refilled and rotated items on shelves to maintain well-stocked inventory. Greeted customers promptly and responded to questions.
• Maintained work area and kept cash drawer organized.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

Create invoices and statements on QuickBooks, send out monthly to customers / handle incoming payments and deposit.

Maintained organized filing system of paper and electronic documents. Coordinated communications, including taking calls, responding to emails and interfacing with clients.

Created agendas, meeting notes and other documents to enhance collaborative process.

Scheduled appointments, meetings and events for management staff.

• Managed incoming calls while providing information or transferring callers to appropriate personnel.
• Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
• Managed database systems containing customer contact information.
• Translated Spanish to english