Eileen Zavala
Lancaster,CA
Summary
Offering 4+ years of experience and accomplished at fostering long-term relationships.Enthusiastic Assistant Manager offering experience in leadership roles. Excellent team leader and problem solver with resourceful and flexible approach. Knowledgeable about retail operations and best practices. Demonstrated record of exceeding revenue targets by leveraging communication skills and sales expertise. Attentive Assistant provides skilled support to facilitate operational efficiency and meet challenging requirements.
Overview
9
9
years of professional experience
Work History
Customer Service Advocate
Centene Management
Woodland Hills, CA
07.2022 - Current
- Provided advice and guidance to customers regarding health insurance plans, coverage options, and benefits.
- Assessed customer needs and provided tailored solutions for their individual healthcare requirements.
- Resolved customer queries related to health insurance claims, payments, reimbursements.
- Developed relationships with clients and managed their accounts on a regular basis.
- Collaborated with other departments within the organization to identify potential solutions for resolving customer disputes.
- Provided oversight of appeals and grievances process, ensuring compliance with applicable regulations.
- Analyzed complex cases to determine appropriate resolution in accordance with relevant laws, regulations and organizational policies.
- Greeted and assisted customers with inquiries regarding products and services.
- Resolved customer complaints via phone, email or mail.
- Maintained records of customer interactions and transactions.
- Attended weekly meetings on changes in processes that affect the organization's ability to provide excellent service.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Temp Worker//Customer Service Representative
Populus Group
Woodland Hills, CA
02.2022 - 07.2022
- Carefully maintained and circulated filing documents and records to department heads.
- Maintained records, phone numbers, contacts and actions taken for each case.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Inputted data into the system, maintaining accuracy of provider coding information and reported services.
- Monitored clients' insurance coverages to ensure changing needs were met.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on company offerings and transportation/medical needs.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Referred patients to appropriate professionals and services.
Temp Worker//Customer Service Representative
Kelly Services
Woodland Hills, CA
10.2021 - 02.2022
- Audited customer account information to identify issues and develop solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Made outbound calls to obtain account information.
- Answered incoming telephone calls to provide services information.
- Explained benefits, features and recommendations to maximize client retention.
- Reviewed account and service histories to resolve issues.
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
- Greeted customers and offered immediate assistance.
- Participated in training sessions to improve product knowledge and enhance company growth.
- Offered patients information and assistance navigating insurance coverage.
Front Desk Receptionist
Holistic Health Center
Woodland Hills, CA
01.2020 - 10.2021
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Responded to inquiries made by phone or email.
- Maintained accurate bookkeeping of important files and ran reports.
- Input customer data into reservation software and made immediate updates.
- Scheduled and confirmed appointments
- Answered office phone and emails to schedule appointments, forward information.
- Delivered administrative support to team members, including making copies, sending emails, organizing documents and rearranging schedules.
- Maintained front office cleanliness and organized supplies.
- Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
- Prepared packages for shipment by generating packing slips and setting up courier deliveries.
- Maintained all financial records to verify timely clearance of all credit and debit activities.
- Communicated with vendors to place and receive orders, request services and deliver instructions from office management.
- Assisted current and prospective patients with navigating telephone and web-based support systems.
- Managed provider calendars by adding new appointments and rebooking patients to accommodate last-minute schedule changes.
- Maintained medication stock and cleaned patient rooms and equipment.
- Assessed patient needs in response to medications.
- Obtained, recorded and reported patient vital signs for medication administration.
Cleaner
Veronicas House Cleaning
Palmdale, CA
01.2015 - Current
- Utilizes digital timekeeping system to document hours worked per day
- Boosted customer satisfaction by trained new staff on proper cleaning methods and procedures
- Implemented step-savers that reduced cleaning time per room by 2 to 3 hours while maintaining company quality standards
- Collected and disposed of garbage and debris from ashtrays and trash cans and placed trash receptacles outside for Wednesdays pickup
- Followed proper handling procedures for chemical cleaners and power equipment to prevent damage to floor and fixtures
- Completed hourly custodial rounds, including floor sweeping and vacuuming, glass entryway cleaning and trash collection
- Met with clients, to ensure each job is met with complete satisfaction
- Performed basic cleaning tasks by polishing furniture, replacing trash bags, cleaning bathroom surfaces and replacing dirty linens and towels
- Scrubbed and cleaned bathroom fixtures and partitions on 2 hours basis to remove mildew, dirt and mold
- Dusted furniture, walls, machines and equipment, replaced burned out lightbulbs and performed for houses
Assistant Manager
Rosewood Consolidated
North Hollywood, CA
10.2019 - 12.2019
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Evaluated employee performance and developed improvement plans.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Enhanced sales by implementing merchandising and promotional improvements.
- Maintained positive work ethic and commitment to providing excellent service to improve operations efficiency and customer satisfaction.
- Maintained inventory accuracy by accurately counting stock-on-hand and reconciling discrepancies.
- Analyzed trends, identifying consumer demand and forecasting seasonal trends.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Organized schedules, workflows and shift coverage to meet expected business demands.
Sales Associate
Rosewood Consolidated
North Hollywood, CA
09.2019 - 12.2019
- Kept apprised of emerging trends and provided informative customer service to assist in product selection.
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
- Negotiated and closed deals with minimal oversight.
- Helped average of 15+ customers per day by responding to inquiries and locating products.
- Communicated with customers about Assurance Wireless offerings, including policies, restrictions and refund policies.
- Drove sales of Assurance Wireless and Lifeline products by applying proactive nature, knowledge of customer preferences and active listening skills.
- Observed customer behaviors to identify security threats and escalate concerns to supervisors.
- Helped customers sign up for loyalty programs and submitted completed paperwork.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
Personal Babysitter
Personal Family
Palmdale, CA
02.2016 - 08.2017
- Helped children complete homework and special assignments daily to support academic performance
- Monitored playtime to prevent overuse of technology, television or other detrimental influences
- Provided children with nurturing, safe environments to promote emotional, social and intellectual growth
- Developed lasting, professional relationships with families by encouraging open communication and delivering positive feedback
- Cared for children aged 3-8, including tasks such as feeding, dressing and directing activities
- Helped with bathing, dressing, teeth brushing and diapering to promote healthy personal hygiene and good oral health
Education
High School Diploma -
Palmdale High School
Palmdale, CA06.2018
Los Angeles Pierce College
Los Angeles, CASkills
- Fluent in Spanish/ writing & reading
- Interior and exterior cleaning
- Strong collaborative skills
- Oral and written communication
- People Greeter
- Client support
- Organized
- Dependable and reliable
- Strong communication skills
- Product and service knowledge
- Business development understanding
- Marketing tactics
- Merchandising
- Customer relations
- Closing and contract negotiations
- Orientating and training
- Project management abilities
- Relationship selling
- Assurance wireless/Lifeline brand promotions
- Merchandising knowledge
- Customer- and service-oriented
- Strategic planning
- Documentation and recordkeeping
- Negotiations
- Time management ability
- Energetic self-starter
- Verbal/written communication
- Customer service
- Sales expertise
- Team player mentality
- Active listening
- Microsoft Office expertise
- Office supplies ordering
- Front office management
- Correspondence typing
- Recordkeeping
- Computer skills/ EXCEL/PDF/ DOCX
Reference
Veronica Zavala-Flores - Veronica House Cleaners Owner
(661) 974-4288
Alma Edith-Mother of two
(661) 383-8327
Natalie- Manager at Rosewood Company
(323) 821-0265
Michael Salas- Naturopath and Practitioner
(818) 419-9176
Timeline
Customer Service Advocate
Centene Management
07.2022 - Current
Temp Worker//Customer Service Representative
Populus Group
02.2022 - 07.2022
Temp Worker//Customer Service Representative
Kelly Services
10.2021 - 02.2022
Front Desk Receptionist
Holistic Health Center
01.2020 - 10.2021
Assistant Manager
Rosewood Consolidated
10.2019 - 12.2019
Sales Associate
Rosewood Consolidated
09.2019 - 12.2019
Personal Babysitter
Personal Family
02.2016 - 08.2017
Cleaner
Veronicas House Cleaning
01.2015 - Current
High School Diploma -
Palmdale High School
Los Angeles Pierce College
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