Geraldine Garcia Gutierrez
Jacksonville,FL
Summary
Well-trained Service Advocate with over 12 years of experience helping others. Excellent decision-making and time management skills. Sound knowledge of handling escalated issues quickly. Adapts quickly and remains calm under pressure in stressful circumstances. Personable Service Advocate with passion for providing exceptional customer and personal service in Health industry. Friendly and understanding to professionally handle complaints and resolve issues. First-rate interpersonal and decision-making talents. Organized Service Advocate with talents in quickly assessing issues and coordinating effective solutions despite any obstacles. Strong Health Insurance knowledge to multi-task in a fast-paced environment. Passionate Compliance, Project, Analisys with commitment to supporting clients in all aspects of cases. Excellent communication and relationship building skills with diverse audiences. Friendly and engaging with strong team collaboration abilities.
Overview
30
30
years of professional experience
Work History
Service Advocate IV in Billing And, Service Advocate V in Escalations
Blue Cross Blue Shield of Florida
Jacksonville, Fl
01.2012 - Current
- Implemented customer-facing solution capability roadmaps and scorecards that demonstrated progress
- Managed time by prioritizing workload and juggling multiple tasks simultaneously
- Translated subject matter expert data for team members to mobilize delivery of solutions
- Cultivated and maintained trusting customer relationships using company's innovative solutions
- Engaged with customers to understand needs, resolve issues and answer service questions
- Resolved customer inquiries, complaints and issues providing insightful solutions
- Assessed customers' needs for new solutions to determine impact and scope before seeking supportable, sustainable and scalable service development
- Developed documentation for processes, policies and procedures and managed content quality, structure and scope
- Monitored ticket queues and communication channels for escalations and activated ownership procedures before initiating customer contact.
Customer Service Representative
Metro by T-Mobile
Jacksonville, Fl
01.2006 - 01.2012
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Resolved customer inquiries, complaints and issues providing insightful solutions
- Offered products and services to meet customers' needs and goals
- Completed paperwork for orders and new service actions.
Head of Foreign Trade
Cardiovascular Foundation of Colombia
Colombia
01.2000 - 01.2006
- Used rate platform to deliver optimal routing instructions for service and revenue requirements
- Audited trade operations to verify accuracy with agreed-upon contract terms and rates
- Developed standard operational processes to meet high-quality service standards for customers
- Coordinated and led team meetings to disseminate company information, objectives and client news to team members
- Oversaw, monitored and actively managed key metrics and client margin factors to maintain value propositions
- Mentored department personnel and modeled positive behaviors to foster participative work environment
- Determined carrier strategies to enable increased margin attainment and minimize account issues
- Maintained positive relationships with stockholders, investors and industry partners funding key projects and programs.
Administrative Assistant
Ecopetrol
Colombia
01.1994 - 01.2000
- Used rate platform to deliver optimal routing instructions for service and revenue requirements
- Audited trade operations to verify accuracy with agreed-upon contract terms and rates
- Developed standard operational processes to meet high-quality service standards for customers
- Coordinated and led team meetings to disseminate company information, objectives and client news to team members
- Oversaw, monitored and actively managed key metrics and client margin factors to maintain value propositions
- Mentored department personnel and modeled positive behaviors to foster participative work environment
- Completed paperwork and sent to designated department or staff member for processing
- Organized computer files, sensitive documents and home office supplies.
Education
LEAN SIX SIGMA Green Belt Certified
Guide Well University
Jacksonville, FL01-2024
Skills
- Research proficiency
- Complex Problem-Solving
- Analytical Reasoning
- Risk Mitigation
Affiliations
Volunteering at San Jose Catholic Church for 6+ years by visiting those confined in bed; supporting on education, public speech on different proposed subjects; and, supporting on each Mass on Sundays.
Accomplishments
- High Work Quality while on my current role.
- Compliance recognition for a particular case worked.
- Direct Supervisor recognition.
Languages
Spanish
Professional
Timeline
Service Advocate IV in Billing And, Service Advocate V in Escalations
Blue Cross Blue Shield of Florida
01.2012 - Current
Customer Service Representative
Metro by T-Mobile
01.2006 - 01.2012
Head of Foreign Trade
Cardiovascular Foundation of Colombia
01.2000 - 01.2006
Administrative Assistant
Ecopetrol
01.1994 - 01.2000
LEAN SIX SIGMA Green Belt Certified
Guide Well University
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