Elva Holguin

•Support high-volume member operations while meeting service-level expectations and productivity targets.

• Manage real-time workloads by prioritizing tasks based on urgency, volume, and operational needs.

• Collaborate cross-functionally to resolve member service issues efficiently and prevent service delays.

• Maintain accurate, HIPAA-compliant documentation in Salesforce, ensuring data integrity and compliance.

• Participate in digital feedback and analytics initiatives to identify trends and improve member experience.

• Educate members on plan benefits, prior authorizations, claims, and billing inquiries.

• Analyzed transaction patterns to identify potential fraudulent activities.
• Reviewed customer accounts for suspicious behavior and flagged anomalies.
• Delivered accurate, timely decisions in fast-paced environments while meeting performance metrics.
• Prepared detailed reports on fraud trends for management review.

• Assisted passengers with inquiries and provided information on airport services.
• Resolved customer complaints promptly to enhance passenger experience.
• Trained new staff on customer service protocols and airport procedures.

• Provided bilingual (English/Spanish) support to diverse passengers.

• Promoted a positive customer experience while managing multiple requests simultaneously.