Girard Flores
Sacramento,CA
Summary
I am a results-driven customer service professional with an extensive background in remote and high-volume call center environments, across healthcare and financial services. I excel in member support, benefits education, eligibility, enrollments, referrals, and prior authorizations, while consistently adhering to HIPAA and regulatory compliance standards. I reliably meet quality, accuracy, and productivity metrics, and quickly master CRM platforms to deliver efficient, compliant support in remote settings.
Overview
6
6
years of professional experience
Work History
Bank Customer Service Representative
UMB Bank(Contract)
Sacramento, CA
09.2025 - 11.2025
- Handled inbound customer calls in a remote environment, resolving account inquiries including balances, transfers, and general support.
- Explained financial products such as CDs, interest rates, and APY in a clear, customer-friendly manner while ensuring accuracy.
- Protected sensitive customer information by following privacy, security, and compliance standards in every interaction.
- Demonstrated strong system proficiency by quickly learning AWS, LexisNexis, and Q2 to meet quality and performance expectations.
Customer Service Advocate
Salem Solutions/Centene
Sacramento, CA
04.2022 - 01.2025
- Delivered inbound support for TRICARE members, explaining benefits, coverage, copays, and costs while maintaining HIPAA compliance.
- Coordinated referrals and prior authorizations for specialty care and medical procedures in accordance with policy guidelines.
- Enrolled new beneficiaries and guided members, including those new to health insurance, through plan options, eligibility, and next steps.
- Maintained strong quality and performance standards, quickly mastering Omni, CareRadius, and DEERS.
- Selected to support onboarding and peer coaching by assisting newly hired agents with CRM navigation and call handling, contributing to faster ramp up time and adherence to quality and compliance standards.
- Recognized as Employee of the Month twice by different supervisors for consistent quality, accuracy, and member satisfaction.
Rental Agent
Enterprise Rent-A-Car
Sacramento, CA
07.2019 - 03.2020
- Assisted airport customers with rental vehicles while providing friendly, professional service.
- Quickly learned, used and even instructed newly hired agents on the company's CRM systems including Odyssey and ARMS.
- Achieved top performer status for four consecutive months based on department's performance metrics.
Education
Associate of Arts - Graphic Communications
Folsom Lake College
Folsom, CA01.2013
Skills
- Customer Service
- Microsoft Office, Word, Excel
- Salesforce
- HIPAA Compliant
- Customer relationship management
- Employee training
- Technical support
References
Rick Mizuno: (209) 815-5729
Dawn Haymore: (916) 470-0828
Ben Ayers: (916) 768-8581
Timeline
Bank Customer Service Representative
UMB Bank(Contract)
09.2025 - 11.2025
Customer Service Advocate
Salem Solutions/Centene
04.2022 - 01.2025
Rental Agent
Enterprise Rent-A-Car
07.2019 - 03.2020
Associate of Arts - Graphic Communications
Folsom Lake College