Cynthia Rivera-Williams
Silver Spring,MD
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to impact company success positively.
Overview
12
12
years of professional experience
Work History
Customer Service Team Manager
Kaiser Permanente
05.2017 - Current
- Manages day-to-day operations of lines of business that provide customer service for membership, enrollment, web support, and billing services to health plan members
- Measures and monitors service performance quality standards to ensure customer satisfaction and to comply with regulatory agencies
- Represents Health Plan within the local community on benefits and service matters
- Collaborates with Benefits, Contracts, Sales & Marketing, and Government Programs divisions
- Performs financial management, tracking, analysis, and management of accounts receivables to ensure financial goals for the line of business are met
- Analyzes data and reports to improve employee performance
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Develops schedules, assigns, and monitors work
- Trained and supervised a team of 25 customer service representatives in providing quality customer service.
- Performs interviewing, coaching, counseling, disciplining, advising, monitoring, and terminating.
Health Plan Service Specialist
Kaiser Permanente
02.2016 - 05.2017
- Responsible for providing coaching and feedback to customer service representatives and working in partnership with Team Manager to improve overall performance
- Responsible for intake and resolution of complaints and grievance cases
- Subject Matter Expert: Served as a resource to the Member Services Contact Center on special projects, partnering with the training department to provide feedback and expertise on specialty training
- Supported User Acceptance to ensure the successful rollout and implementation of new systems.
Bilingual Customer Service Representative
Kaiser Permanente
02.2012 - 02.2016
- Represents the Health Plan by answering and documenting all incoming contacts to determine their nature and respond to complex calls related to specialized product lines or queues
- Evaluate data to determine and implement the appropriate action to resolve the complaint and coordinate service recovery
- Assists department in reaching call handling and first contact resolution goals
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
Education
Bachelor of Arts - Photography
Southern New Hampshire University
Hooksett, NH08.2025
High School Diploma -
Albert Einstein High School
Kensington, MD06.2007
Skills
- Over 15 years of customer service experience
- 11 years of health care benefit services experience
- 7 years of Health care management experience
- Administrative support
- Complaint resolution
- Service standard compliance
- Strong compositional skills
- Visual design
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Team Manager
Kaiser Permanente
05.2017 - Current
Health Plan Service Specialist
Kaiser Permanente
02.2016 - 05.2017
Bilingual Customer Service Representative
Kaiser Permanente
02.2012 - 02.2016
Bachelor of Arts - Photography
Southern New Hampshire University
High School Diploma -
Albert Einstein High School
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