Elizabeth Garcia
Jarrell
Summary
Expert in bilingual communication and process improvement. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities, and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
12
12
years of professional experience
Work History
Senior Manager, Member Services
Sedera Health
06.2017 - 03.2025
- Consistently met or exceeded annual performance targets set by senior leadership, such as a monthly CSAT score of 97%, a service level of 90%, and a 24-hour SLA.
- Introduced and created quality assurance for the department to maintain high standards of product and service delivery.
- Managed a team of 10+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
- 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.
- Maintained a professional demeanor by staying calm when addressing unhappy, angry customers, and escalated members.
- Achieved operational excellence by streamlining processes and implementing best practices.
- 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 or monitoring our data entry
- Bilingual Member Services Advisor/Manager to help educate our members on Sedera's medical cost-sharing services, products, processes, and procedures.
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, TX05-2006
Skills
- Bilingual communication
- Self-motivation
- Reliability
- Adaptability
- Teamwork and collaboration
- Troubleshooting and problem resolution
- Customer service
- Attention to Detail
- Multitasking abilities
- Performance tracking and evaluation
- Process improvement
- Data entry
Languages
Spanish
Timeline
Senior Manager, Member Services
Sedera Health
06.2017 - 03.2025
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
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