Ida Gonzalez
San Antonio,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
2026
2026
years of professional experience
Work History
Wellness Call Center Representative
H-E-B Wellness Primary Care
- Current
- Provided excellent customer service by addressing inquiries, resolving complaints, and offering product information
- Utilized CRM software to accurately document customer interactions and update account information
- Maintained a positive attitude during challenging interactions with upset or irate customers, deescalating situations effectively
- Managed difficult or emotional customer situations professionally while maintaining empathy and building rapport with callers
Benefits Verification Specialist
Baptist Health
10.2023 - 06.2024
- Process patient referrals for multiple doctors within clinic
- Coordinate scheduling of office visits for the referred patient
- Communicate with insurance companies and or primary care physician clinics on referral authorizations
- Verify insurance policy benefits for professional office visits
- Ensure referrals are coordinated under patient's current policy
Clinical Service Advocate
Oak Street Health
02.2023 - 09.2023
- Answer calls in a timely manner, by following business metrics and phone protocol
- Empathetically assist patients in all matters and needs
- Assist clinics by preparing medication requests, diagnostic orders and making appointments for patients
- Meet with leadership to discuss business goals and achievements
- Follow quality expectations on every call
Associate Team Leader
H&R Block
12.2021 - 11.2022
- Lead daily huddles and communicate essential information to associates
- Ensure clients are scheduled and served according to company standards
- Support Multi-Unit Leader serving as onsite point of contact for tax associates and clients
- Serve as a point of contact for onsite escalated client service concerns
- Assist and lead tax professionals into meeting company goals
Customer Service Representative
REI Co-op
08.2022 - 10.2022
- Answer calls, chats, and email for members and non members resolving issues or answering inquiries
- Update payment on declined orders
- Sell membership according to REI goals and incentives
- Focus on call handle time, quality assurance and monthly goals
Licensed Insurance Agent Brokerage
HPOne
01.2020 - 03.2021
- Educated Medicare clients in matching plans and programs through outbound call
- Work to meet individual and department sales goals as per company standards
- Complied with CMS regulations
- Trained team members on Medicare protocol, procedures, policies
Licensed Insurance Agent
HPOne
08.2019 - 01.2020
- Assist members in several Medicare options
- Answer inbound calls from members advising of pertinent information
- Make outbound calls to members regarding current insurance plans
- Complied with CMS regulations
Fraud Prevention Specialist
JPMorgan Chase
08.2018 - 08.2019
- Provide accurate processing of check deposit holds
- Assist in protecting customer accounts against fraudulent activity by educating prevention of account compromise
- Compliance trained
- Verify online transactions accurately and reactivate online status
Education
Medical Assisting - Medical Assistant
Everest College
Merrionete Park, IL08.2010
Skills
- Problem-solving skill
- Resolving issues
- Call center operations
- Training experience
- FLUENT IN Spanish
- Call control skills
- Call documentation skills
- Critical thinking
- Active listening
Timeline
Benefits Verification Specialist
Baptist Health
10.2023 - 06.2024
Clinical Service Advocate
Oak Street Health
02.2023 - 09.2023
Customer Service Representative
REI Co-op
08.2022 - 10.2022
Associate Team Leader
H&R Block
12.2021 - 11.2022
Licensed Insurance Agent Brokerage
HPOne
01.2020 - 03.2021
Licensed Insurance Agent
HPOne
08.2019 - 01.2020
Fraud Prevention Specialist
JPMorgan Chase
08.2018 - 08.2019
Medical Assisting - Medical Assistant
Everest College
Wellness Call Center Representative
H-E-B Wellness Primary Care
- Current
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