Elizabeth Garcia
Senior Manager, Member Services
Austin,TX
Summary
Versatile Senior Manager specializing in exceptional Customer Service with 10+ years of extensive experience to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Multi-tasking Manger well-known for creating a positive workplace culture and high-performing teams. Pursuing new professional challenges with a growth-oriented company.
Overview
11
11
years of professional experience
1
1
Language
Work History
Senior Manager, Member Services
Sedera Health
06.2017 - Current
- Consistently met or exceeded annual performance targets set by senior leadership such as monthly CSat score of 97%, Service Level of 90% and 24 hr SLA.
- Introduced new systems, tools, and processes to achieve challenging objectives among employees such as Zendesk, Dialpad and SF Email to Case.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit such as Account Management or Accounting to help reconcile accounts.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained professional demeanor by staying calm when addressing unhappy, angry customers, escalated members.
- Achieved operational excellence by streamlining processes and implementing best practices.
- Held weekly meetings to discuss business changes, train on new processes, and provide a safe and open door policy for the team to help cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
- Paid attention to detail while completing assignments.
- Interviewed, hired, conduct performance evaluations, evaluated promotion requests to maintain appropriate staffing requirements for Sedera.
- Bilingual Member Services Advisor/Manager to help educate our members on Sedera's Medical Cost Sharing services, products, processes and procedures.
- Translated marketing materials for our Spanish speaking community
Administrative Support Specialist
Johnston County Child Support Enforcement
08.2016 - 06.2017
- Provided compassionate guidance and resources for custodial parents seeking assistance with child support matters.
- Participated as an interpreter during comprehensive interviews with clients to gather necessary information for accurate case assessment and determination of child support obligations.
- Participated as an interpreter in court hearings when necessary, presenting well-documented evidence to ensure fair judgment on child support matters.
- Collaborated with other departments, such as public assistance and law enforcement agencies, the clerk of court, employers, or other child support offices to gather pertinent information and enforce child support orders.
- Managed high-volume phone lines, directing calls to appropriate personnel and ensuring prompt customer service.
- Provided case information in person or over the phone to parties involved in a case while protecting confidential information from unauthorized persons.
- Notary Certified.
- Accept payments and provide receipts.
Bilingual Customer Service Representative
Maximus
09.2013 - 04.2016
- Provided customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages regarding insurance policies and services
- Provided exceptional support to customers experiencing technical difficulties by troubleshooting issues and liaising with IT departments as needed.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Assisted with online insurance enrollment while educating and helping members choose the best policy that fit their financial and medical needs
Education
High School Diploma -
Los Fresnos High School
Los Fresnos, TX 05.2001 -
Skills
Self Motivation
Reliability
Adaptability
Teamwork and Collaboration
Troubleshooting and problem resolution
Hiring and Training
Customer Service
Attention to Detail
Multitasking Abilities
Problem Resolution
Performance Tracking and Evaluation
Timeline
Senior Manager, Member Services
Sedera Health
06.2017 - Current
Administrative Support Specialist
Johnston County Child Support Enforcement
08.2016 - 06.2017
Bilingual Customer Service Representative
Maximus
09.2013 - 04.2016
High School Diploma -
Los Fresnos High School
05.2001 -