Elanis Trujillo

• As a Remote Customer Care Lead, my responsibilities include managing team operations, ensuring adequate coverage for phone and live chat channels, and coordinating with support leads
• I oversee the daily queues, monitor attendance, and handle schedule adjustments for team members, ensuring smooth shift transitions and huddle coordination
• Additionally, I manage breaks, lunches, and ensure timely communication between leads for shift hand-offs
• I also action reports and voicemails, as well as meeting operational goals
• I address team queries, ensure prompt responses in Slack channels, and track tasks in Asana, while providing assistance on customer-related exceptions and fulfilling specific requests outside the team's capabilities

• It was my job to attend to customer issues, questions, and requests
• I would answer over 100 emails a day assisting as many customers as possible
• I made sure our clients are happy with not only our product, but our service as well
• I have received hundreds of great reviews from happy customers!
• I worked fully remote and have past experience working remotely as well!

• I started working for this company the week following my interview
• It was my job to manage my company's contracts and funds
• I managed funds from three counties and six offices in San Bernardino, Riverside, and Los Angeles
• I worked specifically with HOPWA and Ryan White contracts under the US Department of Housing and Urban Development
• My daily tasks consisted of:

-Reviewing applications and housing reports

-Managing payment disbursements and reconciliations

-Staff/Housing/Community meetings and trainings

-Program implementation

-Housing Services

• I was hired during my first interview with my job and I started working right away
• I trained in office for about 3 months and was sent to work remotely
• My duties consisted of working with different types of payers/insurances who would send in denials for payments and short payments
• I gathered evidence, calculated what was owed, and argued the denials or underpayments
• I also worked with patients on a daily basis regarding any billing issues they had as well as insurances and facilities regarding any questions or concerns
• I am a team player and I focus diligently on my work and put a lot of care into my work to make sure our patients are getting the help they need