ERLINDA VALDEZ
Customer Service
Oregon,IL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
24
24
years of professional experience
Work History
Scheduling Agent
The Chicago Lighthouse- IDES
Chicago, Illinois
12.2024 - Current
- Handle Schedule Queue, Password Queue, and 1099G Queue.
- Accurately assess claimants' needs.
- Accurately explain the rules, requirements, and rights.
- Follow all procedures and processes as directed.
- Accurately articulate the claimant's road to success, and identify any roadblocks.
- As a representative of the Directors Agency, always present yourself in a polite, professional, and courteous manner with claimants, customers, and staff.
- Complete all required tasks and actions to resolve most, if not all, of the potential issues upon the first contact. Escalate to a supervisor when necessary.
Coverage Determination Department
CVS Healthcare
Philadelphia, PA
09.2023 - 08.2024
- Process all Prior Authorization’s according to State and Federal regulations
- Conduct any inquiries needed to gather any additional information needed
- Work independently
Customer Service Representative
United Health Care Group
San Antonio, TX
10.2022 - 05.2023
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services and company information
- Offered advice and assistance to customers, paying attention to special needs or wants
Customer Service Representative
Blue Cross Blue Shield of Alabama
Killeen, TX
08.2021 - 05.2022
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services and company information
- Offered advice and assistance to customers, paying attention to special needs or wants
Damage Recovery Specialist
Alternative Claims Management
San Antonio, TX
05.2018 - 05.2021
- Call client’s customers to get auto insurance policies, due to damage done to rental vehicles
- Speak with insurance adjusters to confirm coverage and liability or rental vehicles
- Set up appointments for rental vehicles to get repaired or sent to auction
- Take in bound calls for our adjusters
- Fax or email contracts and police reports and tickets to appropriate parties
Call Center Agent
Conduent
San Antonio, TX
02.2018 - 05.2018
- Helped large volume of customers everyday with positive attitude and focus on customer satisfaction
- Took payments and updated records accordingly
- Maintained and managed customer files and databases
Quality Assurance Specialist for Overseas
Wisconsin Physicians Service Insurance
Madison, WI
03.2001 - 08.2017
- Promoted adherence to quality standards by educating personnel on quality control
- Fixed identified issues to improve workflows
- Analyzed quality and performance data to support operational decision making
- Monitored product standards and quality-control programs
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies
Union Steward
UFCW 1473
Madison, WI
08.2001 - 08.2017
- Mediated discussions between employer and employee representatives in attempt to reconcile differences
- Participated in labor-management meetings to discuss labor issues
- Completed in-depth investigations into issues pertaining to discipline and grievance management and recommended strategies
- Negotiated collective bargaining agreements
- Interpreted and advised on labor relations policies and previously negotiated agreements
- Oversaw investigations in discrimination, sexual harassment and other workplace claims
- Spearheaded negotiation of union contracts as company representative
Education
Associate of Arts - Emergency Medical Technology
Madison Area Technical College
Madison, WI10.1989
High School Diploma - Class of ‘82
East Madison High School
Madison, WI06-1982
Skills
- Microsoft Excel
- Microsoft Word
- Staff Training
- Credit Card Payment Processing
- Customer service experience
- Data entry
- Multitasking
- Time management
- Call center operations
- CRM Software Familiarity
Timeline
Scheduling Agent
The Chicago Lighthouse- IDES
12.2024 - Current
Coverage Determination Department
CVS Healthcare
09.2023 - 08.2024
Customer Service Representative
United Health Care Group
10.2022 - 05.2023
Customer Service Representative
Blue Cross Blue Shield of Alabama
08.2021 - 05.2022
Damage Recovery Specialist
Alternative Claims Management
05.2018 - 05.2021
Call Center Agent
Conduent
02.2018 - 05.2018
Union Steward
UFCW 1473
08.2001 - 08.2017
Quality Assurance Specialist for Overseas
Wisconsin Physicians Service Insurance
03.2001 - 08.2017
Associate of Arts - Emergency Medical Technology
Madison Area Technical College
High School Diploma - Class of ‘82
East Madison High School
Similar Profiles
Aduell SmmithAduell Smmith
Call Agent at The Chicago Lighthouse-IDES Call CenterCall Agent at The Chicago Lighthouse-IDES Call Center
Brandi SumnerBrandi Sumner
Customer Service Representative at CHICAGO LIGHTHOUSECustomer Service Representative at CHICAGO LIGHTHOUSE
Sonia VargasSonia Vargas
Medical Scheduler at The Chicago LighthouseMedical Scheduler at The Chicago Lighthouse