Desiree Hernandez
Tucson,AZ
Summary
Admissions counselor with proven success in guiding students toward educational achievements. Extensive experience in problem resolution and support enhances student engagement. Transitioning skills into academic advising to broaden student knowledge and resources.
Overview
14
14
years of professional experience
Work History
Level 3 Bilingual Admission Counselor
Southern New Hampshire University
05.2023 - Current
- Help potential students develop a game plan and assist learners in choosing their degree program, while also supporting them with their applications.
- Meet my term goals and register with students while answering questions about our university.
- Send them reminders weekly, reach out to them, and see if they have any questions about their classes, about ordering books, or about their FAFSA.
- Take incoming calls, make outgoing calls, and answer emails daily.
- Go over credit transfers with students and go over the program evaluations as well as help our bilingual students with information about our university.
Licensed Insurance Agent
Premium Choice
, Arizona
04.2020 - 05.2023
- Licensed insurance agent in the state of Arizona, but also assist clients nationwide with Medicare Insurance Benefits.
- Work remotely from home, answering calls from potential clients interested in saving monthly and accessing the benefits they are entitled to.
- Greet clients with exceptional customer service read necessary disclaimers like 'these calls are recorded for quality and training purposes'.
- Review their policies with each client, and they are evaluated on a case-by-case basis.
- Explore ways to reduce the client's medication costs, copays, and increase benefits, such as OTC benefits or food cards, that can be included in their plan.
- Inform them why, as an agent, I recommend that they choose a certain plan.
- Enroll them, with their benefits starting the following month.
- The plans are most of the time $0 monthly premium so there are no additional costs.
- This is a sales position, and enrollment is highly encouraged.
- The goal is usually for 1-2 enrollments daily I average 3-4 daily.
Patient Service Representative
Sunset Health
Yuma, Arizona
09.2018 - 03.2020
- Worked as a patient portal representative, a receptionist, and assisted with medical record tracking and the PAC center.
- Duties included checking patients in using NextGen, scheduling appointments, faxing records, and answering phone calls.
- Transferred phone calls to the correct departments, and assisted with training new hires.
Customer Service Representative
Convey Health Solutions
Yuma, Arizona
08.2015 - 06.2018
- Help answer calls members have about their prescription drug plan.
- Handle calls like ordering medication for members, premium billing, and plan design information as well as helping members with claim information.
- Recognized for quality scores, attendance, and service, as well as receiving incentives, all while serving as an advocate at Convey Health Solutions.
- Convey Health Solutions is a Call Center. The client I work for is CVS Caremark Silver Script. Which is a Medicare Part D prescription Drug Plan.
Sears’s holdings
Tucson, Arizona
07.2013 - 02.2015
- I would make outbound calls to potential clients, trying to schedule appointments to sell Sears warranties for appliances, as well as sell their merchandise.
- If they were interested, we would schedule an appointment for a Sears agent to go to their business and/or house.
- We dealt mostly with business, and I would always meet my quota.
- I was also skilled as a floor walker, and I would walk the floors to assist representatives with their calls.
- I also would help out the managers with coaching, side-by-sides, and helping advocates improve quality scores.
Student Services center
Pima Community College
Tucson, Arizona
08.2012 - 05.2013
- Would answer the phones, assist students with class-related issues and other questions, work with Excel, Microsoft Word, and Access, and greet students and staff.
- Possess great experience using various computer programs.
Education
Bachelor’s degree -
Southern New Hampshire University
05.2024
Certified Nursing Assistant -
07.2020
Associate’s degree - general education
Arizona Western College
05.2020
High school -
Sunnyside High school
05.2012
Master’s Degree -
Arizona Insurance License -
Skills
- Sales experience
- Schedule appointments
- Floor Walking
- Quality helper
- Outbound calls
- Computer Skills
- Inbound calls
- Deescalating calls
- Keeping customers and clients happy throughout calls
- Office administration
- Bilingual in [Spanish and English
- Crisis response
- HIPAA
- Peer counseling
- Promotional support
- Fraud detection
- Goal oriented
- Flexible schedule
- Relationship building
- Customer service
Languages
English
Professional
Spanish
Professional
Timeline
Level 3 Bilingual Admission Counselor
Southern New Hampshire University
05.2023 - Current
Licensed Insurance Agent
Premium Choice
04.2020 - 05.2023
Patient Service Representative
Sunset Health
09.2018 - 03.2020
Customer Service Representative
Convey Health Solutions
08.2015 - 06.2018
Sears’s holdings
07.2013 - 02.2015
Student Services center
Pima Community College
08.2012 - 05.2013
Bachelor’s degree -
Southern New Hampshire University
Certified Nursing Assistant -
Associate’s degree - general education
Arizona Western College
High school -
Sunnyside High school