Debbie S. Campuzano
State of Arizona
Yuma,Az
19
years of professional experience
Bilingual Customer Service Supervisor with extensive experience leading teams, supporting customers, and delivering exceptional service in a fast paced environment.
Skilled in team leadership,employee coaching and management. Proven ability to improve quality, resolve customers concerns and support organizational goals.
Work History
BES Unit Supervisor
6 Years 4 Months- Coach, mentor and evaluate staff performance of assigned staff.
- Assist staff meet department metrics. Implement regulation or policy changes affecting the day to day operation of the work unit.
- Conduct quality control reviews, conduct and attend staff meetings.
- Participate in hiring by conducting interviews.
- Conduct quality (Evaluations) reviews to ensure best practices, policies and procedures are being applied.
- Supervise daily activities of production.
- Answer agent and customer inquiries regarding eligibility and services issues.
- Ensure productivity goals are met including monitoring of attendance, login time, call time, wait time, not ready time, etc.
- Monitor, review, provide feedback and train staff on call quality and customer service is delivered to internal and external customers.
- Ensure timely and accurate notification to staff of procedure changes, provide training, and ensure compliance with the procedures.
- Complete performance evaluations and personal actions.
Eligibility Worker
4 Years 7 Months- Answer a high volume of telephone calls from customer regarding eligibility.
- Assist customers in application process for Medical and Nutritional Assistance.
- Data entry and retrieval of programmatic and customer information.
- Use basic mathematical computation to determine public assistance eligibility.
- Daily use of general office equipment such as scanner, fax, copy machines and multi phone lines.
- Develop effective working relationships with community resources, other state agencies and staff.
- Research and respond to customer inquiries, explained transactions to their satisfactions.
- Learn and implement basic Federal and State Agencies Statues, rules and regulations.
- Utilize verbal and written communication to apply laws, statues, rules and regulations and to prepare and to respond to various request from customers.
- Resolve issues with customer related to rules and regulations, policies and procedures.
Quality Control Inspector
1 Year 2 Months- Final quality control inspection and FDA releases, tear down and built pallets of expired or damaged medical products and discard appropriately.
- Build and box medical kits.
Lab technician
7 Months- Test biological indicators in pyrogenic for bacteria growth.
- Document daily temperature readings and calibration of lab equipment.
- Generate sterility reports and data entry of test results.
- QC reports and batch records for the release of sterile products.
- Customer Service Representative.
6 Years 3 Months
- Process customer orders, issue return authorizations and issue credit and debit orders.
- Answering incoming calls, assist customer with inquiries and direct to proper party.
- Check weekly reports of outstanding order and expedite accordingly.
- Low prices and maintain customer order files, resolve any customer discrepancies.
- Work closely with shipping department to customer expectations, route calls and other duties.
Education
High School Diploma
Skills
Bilingual: English and Spanish
Customer Relationship and Management
Team Leadership and Supervision
Employee Coaching and Mentoring
Performance Management
Escalation Management
Problem Solving and Decision making
Training and Onboarding new employees.
Qualifications
Computer proficient, Excellent Customer Service practices, Detail Oriented, Excellent communication skills, Maintain direct contact with both internal and external customers., Bilingual English/Spanish, Time management, Reliable courteous and honest. Knowledge of Federal State,and agency statutes, rules and regulations applicable to area assignment, interviewing and assessment techniques. Analyze and evaluate situations or problems to determine appropriate courses of action.
Timeline
BES Unit Supervisor
State of Arizona
03.2020 - CurrentRead More
Eligibility Worker
State of Arizona
08.2015 - 03.2020Read More
Quality Control Inspector
Centurion Medical Products
04.2014 - 06.2015Read More
Lab technician
Centurion Medical Products
09.2013 - 04.2014Read More
Centurion Medical Products
06.2007 - 09.2013Read More
Kofa High School
High School Diploma
Read More