Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Heidi Guerrero

Lemon Grove,CA

Summary

Dynamic customer service professional with proven problem-solving abilities at Sharp Health Plan. Skilled in conflict mediation and adept with EPIC and IDX systems. Known for exceptional organization and active listening, consistently delivering outstanding support and ensuring customer satisfaction. Committed to enhancing client experiences through proactive communication and efficient issue resolution.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Medicare Customer Service Representative

Sharp Health Plan
San Diego, CA
05.2023 - 03.2025
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Assisted customers in understanding their rights under applicable laws.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Provided technical assistance when necessary by troubleshooting any problems with online accounts or applications.
  • Managed the filing of appeals efficiently regarding customer dissatisfaction.
  • Updated databases with new and modified customer data.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.

Customer Care Representative

Sharp Health Plan
San Diego, USA
10.2021 - 05.2023
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Ensured compliance with company policies regarding privacy laws and data protection regulations.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • Collected premium payments for monthly billing, per Payment Mate System.
  • Knowledge of EPIC, IDX, Finesse, and other related systems.

Auto Claim Representative

GEICO
San Diego, USA
11.2020 - 08.2021
  • Reviewed insurance applications and verified data to determine coverage eligibility
  • Used ATLAS to record claims information
  • Processed new claims, verifying data and documentation prior to submitting for approval or review
  • Communicated with policyholders to acquire missing information for claims processing
  • Explained policy details, claims status, and account changes to inform policyholders
  • Served customers by going above-and-beyond to offer exceptional support for all needs

Barista/Shift Supervisor

Bear Buns Bakery and Cafe
San Diego, USA
08.2016 - 11.2020
  • Adhered to all safety, sanitization, and food handling guidelines and regulations
  • Processed guest payments, including offering itemized receipts for items ordered, running credit card transactions, and calculating change for cash payments
  • Processed orders and payments using POS system terminals and registers
  • Memorized menu additions, changes, and limited offerings and answered questions regarding dietary restrictions and nutrition information
  • Satisfied customers with fast, friendly and knowledgeable support
  • Trained new servers in company policies, guest service standards, and best practices

Education

Some College (No Degree) - Physical Therapist Assistant

San Diego Mesa Community College
San Diego, CA

Skills

  • Exceptional customer service
  • Organized
  • Problem-solving skills
  • Friendly and outgoing
  • Computer skills
  • Active listening

Certification

  • Geographic Information System (GIS)

Timeline

Medicare Customer Service Representative

Sharp Health Plan
05.2023 - 03.2025

Customer Care Representative

Sharp Health Plan
10.2021 - 05.2023

Auto Claim Representative

GEICO
11.2020 - 08.2021

Barista/Shift Supervisor

Bear Buns Bakery and Cafe
08.2016 - 11.2020

Some College (No Degree) - Physical Therapist Assistant

San Diego Mesa Community College

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