Gabriela Virgen
Sacramento,NM
Summary
Dynamic Senior Customer Service Advocate with a proven track record at Centene Corporation, excelling in problem-solving and multitasking. Leveraged organizational skills and call center experience to enhance cross-departmental cooperation and improve grievance resolution processes. Known for exceptional communication and teamwork, significantly boosting customer satisfaction and loyalty.
Overview
11
11
years of professional experience
Work History
Senior Customer Service Advocate
Centene Corporation
02.2018 - Current
- Established positive relationships with internal departments, enhancing cooperation when resolving cross-functional grievances.
- Scrubber for AG department, managed cases from call center, reviewed cases and send over to grievance coordinator department.
- Trained and directed new employees in call script use, conflict resolution, and the appeals and grievances process
- Escalated issues to proper supervisors when standard processes were not effective.
- work directly with members and grievance coordinators to resolve grievances in a timely manner
- maintaining trackers to track responses and monitor trends for the month.
Customer Service Representative
Ikea
02.2014 - 10.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Education
No Degree - Emergency Medical Services
American River College
Sacramento, CA05.2017
High School Diploma -
Orestimba High School
Newman, CA05.2013
Skills
- Attention to Detail
- Multitasking Abilities
- Organizational Skills
- Active Listening
- Call center experience
- Documentation Review
- Quality Assurance
- Call Control
- De-Escalation Techniques
- Teamwork and Collaboration
- Customer Service
- Problem-solving skills
- Excellent Communication
- Computer Skills
- Time Management
- Policy Knowledge
Languages
Spanish
Timeline
Senior Customer Service Advocate
Centene Corporation
02.2018 - Current
Customer Service Representative
Ikea
02.2014 - 10.2016
No Degree - Emergency Medical Services
American River College
High School Diploma -
Orestimba High School
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