Summary
Overview
Work History
Education
Skills
Timeline
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Gilda Rivas

San Pedro,California

Summary

Demonstrates exceptional problem-solving skills and professionalism.Achieves significant improvements in service standards, contributing to a positive and efficient work environment. Professional service professional with focus on member satisfaction and seamless service delivery. Experience in addressing member needs and ensuring positive interaction experience. Known for strong collaboration skills and adaptability to changing requirements. Reliable in supporting team efforts and maintaining high service standards.

Overview

9
9
years of professional experience

Work History

Member Service Representative/Advocate

UnitedAg
08.2022 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries
  • Verified customer identification and documentation for compliant transactions.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
  • Resolved customer issues through thorough dispute investigation.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Promptly responded to inquiries and requests from prospective customers.
  • Made referrals to appropriate services, following up to confirm patients received access to required care.

Call Center Representative

Optum
03.2021 - 10.2021
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Back Office Specialist

Acuity Eye Center
08.2015 - 02.2021


  • Maintained up-to-date knowledge of industry regulations and compliance requirements relevant to back-office functions; implemented necessary updates accordingly.
  • Implemented updated record-keeping systems, resulting in better organization and accessibility of critical documents for the entire team.
  • Maintained a high level of confidentiality, safeguarding sensitive information pertaining to company operations and client transactions.
  • Promoted a positive and collaborative work environment by actively participating in team discussions, sharing valuable insights, and offering constructive feedback.
  • Consistently met or exceeded performance metrics, contributing to the overall success of the back office team and company as a whole.
  • Assisted in training new hires
  • Handled complex customer inquiries, resolving issues promptly and professionally while maintaining excellent customer service standards.
  • Served as a reliable point of contact between various departments within the organization, expediting communication flow among teams.
  • Improved Back Office efficiency by streamlining workflow processes and implementing new software tools.
  • Conducted comprehensive research to support decision-making processes for management teams.
  • Identified areas for improvement, recommending changes that led to increased productivity within the team.

Education

Medical Assistant -

Harbor Occupational Trade
San Pedro, CA
07.2014

Burges High School
El Paso, TX
06.2008

Skills

  • Member account management
  • Problem-solving skills
  • Reliability
  • Customer service excellence
  • Teamwork skills
  • Phone Etiquette
  • Professionalism

Timeline

Member Service Representative/Advocate

UnitedAg
08.2022 - Current

Call Center Representative

Optum
03.2021 - 10.2021

Back Office Specialist

Acuity Eye Center
08.2015 - 02.2021

Medical Assistant -

Harbor Occupational Trade

Burges High School

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Gilda Rivas