Elizabeth Martinez
Pico Rivera ,CA
Summary
Versatile Bilingual Professional with extensive experience in Healthcare Enrollment, Logistics Dispatch, and Community Services. Expert at managing multi-platform technical environments, including CalHEERS, Salesforce, and CAD systems, while operating a high-speed dual-monitor workstation. Proven ability to navigate complex state and federal regulations (HIPAA, ADA, DOT, Title 22) with 100% accuracy. A reliable, 12-hour-shift-tested leader dedicated to serving the Los Angeles and San Gabriel Valley communities with integrity and efficiency. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
TTEC
09.2025 - 03.2026
- Conducted detailed financial and residency evaluations to determine consumer qualification for Medi-Cal (State Medicaid) and subsidized health insurance through Covered California.
- Calculated and explained Advanced Premium Tax Credits (APTC) and cost-sharing reductions to help consumers understand their monthly premiums and out-of-pocket responsibilities.
- Maintained 100% adherence to HIPAA privacy standards and state-mandated Rules of Behavior, ensuring the total security of Protected Health Information (PHI) and Personally Identifiable Information (PII).
- Utilized a dual-monitor workstation to simultaneously manage CalHEERS for enrollment and Salesforce CRM for meticulous case documentation and audit trails.
Customer Service Representative
Express Electrical Services LLC.
03.2024 - 11.2024
- Managed daily scheduling and dispatching for 23 licensed electricians, optimizing routes to ensure a guaranteed 60–90 minute response time for emergency calls.
- Acted as the central hub between homeowners and field technicians, utilizing ServiceTitan to track job status from initial inquiry to final inspection.
- Monitored technician availability and location to prioritize urgent electrical hazards, such as sparking panels or power outages, ensuring rapid arrival and consumer safety.
- Resolved customer grievances regarding project timelines or billing discrepancies with professional de-escalation techniques, maintaining the company’s high-tier reputation.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Independent Care Provider
Mexican American Opportunity Foundation
11.2017 - 02.2024
- Delivered high-quality childcare services in strict adherence to **MAOF** and **California Department of Social Services (CDSS)** Title 22 regulations, ensuring a safe, licensed, and nurturing environment.
- Implemented age-appropriate educational activities focusing on early literacy, motor skills, and social-emotional growth for children within the **Head Start** and **Early Head Start** frameworks.
- Managed all contractor-related documentation, including attendance records, reimbursement vouchers for subsidized care (CalWORKs/Stage 1), and required health screenings (TB/Immunizations).
- Acted as a primary resource for families, providing daily progress reports and guiding parents toward additional MAOF community resources and social services.
- Developed strong relationships with family members by maintaining open lines of communication regarding client progress and needs.
Dispatch Clerk
Roadrunner Transportation Systems Inc.
11.2014 - 09.2017
- Utilized AS/400 and Salesforce systems to process hundreds of Bills of Lading (BOL) and manifests daily, maintaining a 99%+ accuracy rate for billing and freight descriptions.
- Served as the primary point of contact for major accounts during standard business hours, providing real-time tracking updates and resolving "missed pickup" inquiries with professional urgency.
- Communicated directly with warehouse managers and consignees across Southern California to schedule delivery windows and clarify special handling instructions for LTL freight.
- Identified potential service failures early in the shift, collaborating with dispatchers at destination terminals to reroute "hot" shipments and meet delivery guarantees.
Education
Associate of Arts - Sociology
Rio Hondo College
Whittier, CA06.2027
Skills
- CalHEERS & Salesforce
- HIPAA / PHI / PII Security
- Bilingual (English/Spanish)
- CAD/AVL & AS/400
- Title 22 & ADA Standards
- Conflict De-escalation
- Dual-Monitor Setup
- DOT / HOS Regulations
- State Program Eligibility
- MS Office / Excel
- Rules of Behavior (ROB)
- Community & Family Advocacy
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
TTEC
09.2025 - 03.2026
Customer Service Representative
Express Electrical Services LLC.
03.2024 - 11.2024
Independent Care Provider
Mexican American Opportunity Foundation
11.2017 - 02.2024
Dispatch Clerk
Roadrunner Transportation Systems Inc.
11.2014 - 09.2017
Associate of Arts - Sociology
Rio Hondo College