Erika Trevino
Brownsville,Texas
Summary
Friendly and efficient team member devoted to maximizing exceptional service and support.
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
15
15
years of professional experience
Work History
Community Care Eligibility Worker
Texas Health and Human Services
Brownsville, TX
11.2022 - Current
- Prepared documents and applications for submission to appropriate agencies or organizations.
- Explained eligibility details and affordability options to patients with kindness and respect.
- Entered client information and files into databases for further review and tracking.
- Participated in regular training sessions on new policies or procedures related to eligibility requirements.
- Conducted interviews with applicants, explaining benefits process, and which programs were available.
- Responded promptly to inquiries from potential applicants by phone or email.
- Reviewed case files regularly to ensure compliance with regulations and guidelines.
- Reviewed applications to verify client information and resolve discrepancies.
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
- Updated computer databases with current client information and status updates.
- Managed intake of new claims and performed routine follow-ups.
Supervisor
Teleperformance
Brownsville, Texas
12.2013 - 11.2022
- Ensuring adequate number of agents on proper aux to achieve target service levels
- Assisting/Resolving escalated calls/complaints
- Assisting wih 2nd interviews for our Line of Business
- Established and enforced clear goals to keep all employees on same level and working collaboratively
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings
- Communicated policy updates and information to team to enhance goal efficiency
Cashier
Walmart
Port Isabel, TX
03.2011 - 08.2011
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers
- Helped customers find specific products, answering questions and offering advice
- Properly verified customer identification for alcohol or tobacco purchases
- Learned roles of other departments to provide coverage and keep store operational
- Worked closely with front-end staff to assist customers
Insurance Representative
Ari Express Insurance
Brownsville, TX
01.2010 - 10.2010
- Drove client retention by increasing savings opportunities and identifying premium discounts
- Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns
- Analyzed customer needs and provided best options, upselling products and services
- Promoted agency products to customers in person, on the telephone and in writing
Education
L.M.R.T. - Radiology
Valley Grande Institute
Weslaco, TX11.2004
High School Diploma -
Gladys Porter High School
Brownsville, TX06.2002
Skills
- Employee motivation
- Reporting skills
- Process improvement
- Performance updates
- Issue and conflict resolution
- Proficient in MS Office
- Detail-oriented
- Resolution-oriented
- Dependable and reliable
- Complex problem-solver
- Complaint resolution
- Data entry
- Inbound phone calls
- Insurance verification
Timeline
Community Care Eligibility Worker
Texas Health and Human Services
11.2022 - Current
Supervisor
Teleperformance
12.2013 - 11.2022
Cashier
Walmart
03.2011 - 08.2011
Insurance Representative
Ari Express Insurance
01.2010 - 10.2010
High School Diploma -
Gladys Porter High School
L.M.R.T. - Radiology
Valley Grande Institute