Work Preference
Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Open To Work
Verified
This profile is verified using an email address.

Gina Cubé Rousseau

Experienced Customer Service Representative
Long Beach,CA

Work Preference

Job Search Status

Open to work
Desired start date: Flexible

Desired Job Title

Customer Service RepresentativePatient Service RepresentativeAssistant Front End Manager

Work Type

Full Time

Location Preference

On-Site
Location: Long Beach, CALos Angeles, CASignal Hill, CACarson, CATorrance, CA
Open to relocation: No

Important To Me

Work-life balanceHealthcare benefitsPaid time offPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work weekCareer advancementPersonal development programsCompany Culture

Summary

Compassionate and results-driven professional with extensive experience in customer service, healthcare support, life insurance advising, and front-end operations. Skilled in building client rapport, managing high-volume environments, resolving escalations, and driving team performance. Known for attention to detail, multitasking, and delivering solutions that prioritize customer satisfaction.

Overview

1
1
Certification
20
20
years of professional experience

Work History

Customer Service Representative

TTEC - Metro ExpressLanes
Torrance, California
05.2026 - Current
  • Manage a high-volume inbound call queue, providing accurate and professional customer support while adhering to Metro ExpressLanes (FasTrak) policies and procedures.
  • Utilized strong problem-solving, active listening, and de-escalation skills to secure positive customer outcomes in high-pressure call center environment.
  • Educated customers on tolling programs, account management, billing, violations, and Express Lane regulations, fostering understanding and satisfaction.
  • Process account updates, payments, billing inquiries, and service requests while maintaining exceptional accuracy and attention to detail.
  • Researched and resolved complex customer concerns through collaboration with California Department of Motor Vehicles (DMV) and internal departments, ensuring prompt issue resolution.
  • Verify customer information, document all interactions, and maintain confidential records in compliance with company policies.
  • Consistently deliver courteous patient-focused service while meeting productivity, quality assurance, and performance metrics.

Life Insurance Agent

Martillo Capital, LLC
Flower Mound, Texas
06.2023 - 12.2025
  • Matched clients with customized insurance plans by assessing individual needs and explaining coverage options; ensuring clarity and satisfaction.
  • Delivered exceptional customer service through phone consultations, building rapport while accurately gathering personal, medical, and financial data to support underwriting and policy activation.
  • Gathered and updated client information to streamline underwriting processes and resolve issues, reducing potential delays.
  • Maintained precise documentation, handled sensitive payment information securely, and ensured all policy requirements and forms were completed accurately and on time.
  • Attended weekly training sessions to enhance knowledge of products and industry updates, improving ability to assist clients and resolve issues effectively.

Patient Service Representative

Change Healthcare
Thousand Oaks, California
03.2019 - 12.2021
  • Demonstrated excellent telephone and written communication skills, active listening, and tact while assisting callers in a fast-paced, high-volume inbound call center.
  • Ensures patient demographics are up-to-date and accurate through adherence to NYU Langone Medical Center Registration Standards.
  • Adhered to contact center processes and workflows, focusing on continuous quality improvement and enhancing patient service.
  • Analyzed and solved complex patient issues through research and creative solutions, making sound decisions with limited supervision.
  • Ability to maintain the highest standards of confidentiality and display professional ethical conduct.

Assistant Front End Manager

Kroger
Sharonville, Ohio
08.2006 - 04.2013
  • Led front-end operations by supervising cashiers, baggers, and customer service staff to ensure efficient service and a positive customer experience.
  • Trained and scheduled employees to meet performance goals and uphold “Customer 1st" strategy, fostering accountability and excellence.
  • Resolved customer complaints and escalations with professionalism and empathy, enhancing customer satisfaction and retention.
  • Oversaw cash handling and maintained store cleanliness and compliance, supporting management with reporting and evaluations to improve loss prevention initiatives.
  • Coordinated daily tasks and adjusted staffing needs to maintain smooth operations in a fast-paced environment.

Education

San Diego State University
San Diego, CA

Los Angeles Pierce College
Woodland Hills, CA

Skills

  • Call center etiquette
  • Customer Service Excellence
  • Patient Relations
  • Data Entry & Accuracy
  • Attention to Detail
  • Policy Explanation & Activation
  • Insurance Sales & Needs Assessment
  • Conflict Resolution
  • Scheduling & Multitasking
  • Team Leadership
  • Front-End Supervision
  • EMR/CRM Systems

Certification

  • Notary Public Commission

Timeline

Customer Service Representative

TTEC - Metro ExpressLanes
05.2026 - Current

Life Insurance Agent

Martillo Capital, LLC
06.2023 - 12.2025

Patient Service Representative

Change Healthcare
03.2019 - 12.2021

Assistant Front End Manager

Kroger
08.2006 - 04.2013

San Diego State University

Los Angeles Pierce College

Similar Profiles

  • Pamela WigginsPamela Wiggins

    Customer Service Representative at Freedom Mortgage CorporationCustomer Service Representative at Freedom Mortgage Corporation

  • PAMELA BENSONPAMELA BENSON

    Customer Service Representative at Stockbridge LLCCustomer Service Representative at Stockbridge LLC

  • Stephanie LambStephanie Lamb

    Customer Service Representative at Loss Prevention Services (LPS)Customer Service Representative at Loss Prevention Services (LPS)

  • PAMELA BENSONPAMELA BENSON

    Benefits Customer Service Advocate at Bswift LLCBenefits Customer Service Advocate at Bswift LLC

CREATE PROFILE
Gina Cubé RousseauExperienced Customer Service Representative