CYNTHIA OCEGUEDA
DANVILLE,CA
Summary
Highly motivated individual with effective interpersonal skills, including proven abilities to listen, comprehend, and effectively communicate clearly and concisely to obtain positive results. Experience with probability and statistical analysis, quantitative and qualitative research, and can function calmly in situations that require a high degree of sensitivity, tact, diplomacy, and respect of diversity. Proven to work closely with coworkers for effective data management. Fluent in Spanish. Skilled in document digitization, office modernization and data organization for enhanced productivity.
Overview
10
10
years of professional experience
Work History
Health Concierge
CVS HEALTH CORPORATION
Fresno, CA
01.2022 - 01.2023
- Handled more than 40 daily inbound calls from health plan customers
- Helped address client complaints through timely corrective actions and appropriate referrals
- Followed document protocols to safeguard confidentiality of patient records
- Assists members with completion of applications to ensure all eligible benefits are received
- Obtains Authorization to Represent form to complete and submit applications on behalf of member
- Provides follow-up on all pending applications to ensure timely processing
- Offers guidance to members on how to proceed with other government programs that may be available
- Maintains individual production levels and quality goals on consistent basis
- Provided information such as copay and premium details, pre-approval procedures and available products
- Take ownership and resolve issues without or with limited management intervention Adherers to compliance within CMS guidelines
- Helped members navigate enrollment process and choose appropriate options
- Resolved problems related to benefits, eligibility, and claims
- Applied administrative knowledge and courtesy to explain procedures and services to patients
Hostess
Esin Restaurant & Bar
Danville, CA
10.2020 - 01.2021
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times
- Answered customer questions about hours, seating, and menu information
- Assigned patrons to tables suitable for needs and restaurant section rotation
- Supported servers, food runners and bussers with keeping dining area ready for every guest
- Cultivated positive guest relations by managing information and orchestrating speedy seating
- Supported needs of 50- person wait staff who attended to specific needs of countless customers daily
Barista
Starbucks
Danville, CA
01.2019 - 03.2019
- Promoted culture, value, and missions of Starbucks
- Recommended products based on solid understanding of individual customer needs and preferences
- Maintained regular and consistent attendance and punctuality
- Memorized recipes for specialty coffee beverages and seasonal offerings
- Controlled line and crowd with quick, efficient service
- Great multi-tasker and able to perform many different tasks within store during each shift
- Elevated customer loyalty by using strong communication abilities to resolve customer problems
- Trained new team members with positive reinforcement and respectful, encouraging coaching
- Engendered customer loyalty by remembering personal preferences and allergy information
- Prepared beverages, food products, and handled cash
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores
- Increased sales by 10% by recommending popular drinks
Brand Ambassador
Noble Direct Inc
Pleasanton, CA
11.2018 - 11.2018
- Created, shared, and responded to online reviews
- Participated in trade shows as spokesperson for company
- Networked and built trusting relationships with potential customers
- Conducted consumer surveys and gathered data on purchasing habits for use in branding efforts
- Thoroughly understood ambassador products and services to inform potential customers and used word-of-mouth marketing techniques, like referring company to friends
- Monitored online comments and respond and forward to Marketing department
- Assisted in organizing marketing events and tracked customers' preferences and suggest advertising and positioning ideas
- Achieved in service or to-go volume placements in on-premises channel
- Collaborated with local field sales to drive visibility and sales results
- Provided feedback to Marketing and Product departments regarding customers' requests track and report on competitors' marketing activities
- Increased brand awareness by over 20% through event marketing, demonstrations, sales, and brand promotion
- Communicated product information with confidence and educated consumers about company
- Engaged, educated, and befriended customers to deliver amazing shopping experience
- Showed understanding of customer's personal style and preferences when offering product advice
Sales Associate
Old Navy, Gap
Irvine, CA
01.2018 - 09.2018
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Provided positive first impressions to welcome existing, new, and potential customers
- Engaged with customers to effectively build rapport and lasting relationships
- Prepared merchandise for sales floor by pricing or tagging
- Solved customer challenges by offering relevant products and services
- Increased sales by offering advice on purchases and promoting additional products
- Maintained customer satisfaction with quick and professional handling of product returns
- Achieved perfect attendance and on-time record
- Boosted sales by 15% conferring with customers to evaluate purchase requirements and recommend best-fit company offerings
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands
Sales Associate
Marshalls
Irvine, CA
11.2016 - 05.2017
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Provided positive first impressions to welcome existing, new, and potential customers
- Helped customers locate products and checked store system for merchandise at other sites
- Answered customer questions regarding sizing, accessories, and proper care for merchandise
- Engaged with customers to effectively build rapport and lasting relationships
- Prepared merchandise for sales floor by pricing or tagging
- Educated associates on market trends and stayed up to date on forecasts
- Grew sales and boosted profits by 10%, applying proactive management strategies, and enhancing sales training
- Worked alongside retail representatives to enhance product presentations and advertising collateral
- Prepared large cash deposits with zero discrepancies
- Tracked stock using company inventory management software
- Completed orders and organized product deliveries to meet customer timetables
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques
- Increased sales by offering advice on purchases and promoting additional products
Waitress
The Avocado House
Chino, CA
05.2016 - 09.2016
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs
- Used cash registers and credit card machines to cash out customers
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest
- Bussed and reset tables to keep dining room and work areas clean
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times
- Applied comprehensive knowledge of wine, cider, and beer to increase daily beverage sales
- Suggested appropriate food and drink pairings to increase per-ticket sales; increased food sales by 12%
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times
Campaign Assistant
Office Of Mayor Paul Leon
Ontario, CA
01.2013 - 03.2015
- Assisted Campaign Director to facilitate Campaign Committee meetings, including date and location scheduling, attendance, agenda, and materials preparation, and taking meeting minutes, providing clerical, record-keeping, and other administrative support for their prospect identification, cultivation, and solicitation efforts
- Conducted prospect research in support of Campaign and Major Gifts Program, as requested by Chief
- Prepared written reports including biographical and business information, financial assets, areas of interest and philanthropic support, and affiliations; maintained Raiser's Edge database specific to prospect research
- Provide administrative support to Campaign Director, including budget preparation, expense reporting, invoice/contract routing and processing, travel and meeting coordination, proactive calendar management
- Assisted Campaign Director with donor correspondence and gift acknowledgements, special mailings, preparation of donor packets and proposals, and creation of reports and presentations
- Demonstrated outstanding collaboration across organization and managed many tasks
- Worked with marketing department to create targeted advertising strategies for key customer demographics
- Collected performance data on each promotion to better plan future events
- Inspected layouts and advertising copy and edited scripts, audio and videotapes and other promotional material to adhere to specifications
- Assisted Campaign Director with implementation of campaign-related events, including contract routing, sending invitations, tracking RSVPs, preparing name-tags, etc
- Safeguarded campaign set up for successful measurement by developing learning plans and allowing for measurability
- Reviewed and used data to make recommendations to improve campaign performance, media touchpoints and journey
- Attended customer meetings, trade shows and conferences as company representative
- Masterminded highly successful digital strategies for various platforms to attract customer engagement
- Managed over 50 residential calls per day
- Reviewed and used data to make recommendations to improve campaign performance, media touchpoints and journey
Education
Bachelor of Science - Political Science
University of California
09.2018
Skills
- Strong written and critical thinking skills with ability to work independently with general direction and guidance
- Professional skill set working with office applications including
- Outlook, Google Drive, Google Slides, Google Workspace, Word, Excel, PowerPoint and Zoom
- Document Filing and Spreadsheet management
- Excellent Administrative and Research Skills
- Medical Insurance Verifying
- Inbound Call Management and Customer Support
- Workflow Analysis
- Proofreading Skills (Writing and Editing)
- Bookkeeping and Appointment Scheduling
- Office Administration and Data Entry
- 60 WPM Typing Speed
- Spanish Speaking
- Advanced Clerical Knowledge
- Strong Account Analysis Skills
- Cash Handling Expertise
- Exceptional Customer Service
- Sales Reports
- Shipping
- Sales Strategy
- Billing Processes
Additional Information
- Additional Information ADDITIONAL INFORMATION ACTIVITIES & AWARDS, , , Chancellor's Excellence Scholarship UCI SAGE (Student Achievement Guided by Experience) Scholars Program Top sales performer Volunteer of the Year for Mayor Paul Leon
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Health Concierge
CVS HEALTH CORPORATION
01.2022 - 01.2023
Hostess
Esin Restaurant & Bar
10.2020 - 01.2021
Barista
Starbucks
01.2019 - 03.2019
Brand Ambassador
Noble Direct Inc
11.2018 - 11.2018
Sales Associate
Old Navy, Gap
01.2018 - 09.2018
Sales Associate
Marshalls
11.2016 - 05.2017
Waitress
The Avocado House
05.2016 - 09.2016
Campaign Assistant
Office Of Mayor Paul Leon
01.2013 - 03.2015
Bachelor of Science - Political Science
University of California
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