Summary
Overview
Work History
Skills
Colleague Overall Evaluation
Heart At Work Behaviors™
Accomplishments
Timeline
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Genya Castro

Sr Service Advocate
Fresno,CA

Summary

Dynamic Sr Service Advocate at CVS Healthcare with a proven track record in conflict resolution and customer service excellence. Skilled in database management and effective communication, I successfully resolved complex issues and trained new staff, enhancing team performance and customer satisfaction. Committed to compliance and continuous improvement in service delivery.

Overview

18
18
years of professional experience

Work History

Sr Service Advocate - Ops

CVS Healthcare
Work At Home-California
12.2007 - Current
  • Assisted customers with inquiries and provided product information efficiently.
  • Resolved service issues by identifying customer needs and offering solutions.
  • Collaborated with team members to enhance service delivery processes.
  • Educated customers about available services and benefits effectively.
  • Managed customer records using CVS Healthcare's database systems accurately.
  • Trained new staff on service protocols and customer interaction techniques.
  • Participated in team meetings to discuss strategies for improving customer experience.
  • Resolved complex customer issues by researching information from multiple sources.
  • Ensured compliance with applicable laws, regulations, policies, and procedures related to customer service activities.
  • Took many inbound telephone calls each day from members of diverse company plans.
  • Participated in training sessions aimed at improving overall knowledge base of team members.

Task List Consultant

CVS HEALTH CORPORATION
Fresno
12.2022 - 12.2023
  • Assisted in project management tasks, ensuring timely completion of deliverables and milestones.
  • Identified needs of customers promptly and efficiently.
  • Evaluated needs of departments and delegated tasks to optimize overall production.
  • Created job aids for mentoring purposes.
  • Engaged in training class sessions and help during a soft landing.
  • Delegated tasks to optimize overall production
  • Supported training class sessions and onboarding

Skills

  • Customer service
  • Conflict resolution
  • Database management
  • Product knowledge
  • Training and development
  • Team collaboration
  • Compliance management
  • Effective communication
  • Problem solving
  • Attention to detail
  • Active listening
  • Time management
  • Customer service expertise
  • Exceptional communication
  • Strong leadership
  • Health plan benefits
  • Member services
  • Analytical thinking
  • Verbal and written communication
  • Teamwork

Colleague Overall Evaluation

Comment: Dynamic Sr Service Advocate at CVS Healthcare with a proven track record in conflict resolution and customer service excellence. Skilled in database management and effective communication, I successfully resolved complex issues and trained new staff and mentored during soft landing, enhancing team performance and customer satisfaction. Committed to compliance and continuous improvement in service delivery.

Heart At Work Behaviors™

  • Put people first
  • I am customer obsessed, by walking in others’ shoes to improve the customer and colleague experience. I create an engaging and inclusive work environment where our colleagues reflect the diversity of our customers.
  • Rise to the challenge
  • I boldly innovate to care for our customers. I act swiftly and adapt to feedback. I welcome different points of view and learn from mistakes.
  • Create simplicity
  • I design for our customers. We continuously simplify by removing extra steps and innovating to create streamlined solutions.
  • Inspire trust
  • I work to earn the trust of our customers and colleagues by meeting our commitments and acting with integrity by doing the right thing, even when it is hard.
  • I am relentless in our pursuit of the safest and highest quality care.

Accomplishments

  • Perfect PCS Awards
  • Quality Champion Award for June 2025
  • Voice of the member Award June 2025
  • PCW Perfect Score Award May 2025
  • Multiple Kudos for positive customer call (July-Oct 2024)
  • Consistently met quality standards (April, May June, August, September 2024)
  • Recognized for contributions to team goals and customer satisfaction.
  • Active participant i initiatives to improve service delivery, reporting, and customer experience.

Timeline

Task List Consultant

CVS HEALTH CORPORATION
12.2022 - 12.2023

Sr Service Advocate - Ops

CVS Healthcare
12.2007 - Current
Genya CastroSr Service Advocate