Ilka Mejia
Orlando
Summary
Customer service and team support professional with 4+ years of experience in high-volume, regulated environments including healthcare, public assistance, and government services. Known for delivering efficient empathetic customer support, while navigating complex systems and compliance standards. Background in psychology strengthens communication, behavioral insight, de-escalation, and client centered problem-solving. Bilingual English in Spanish, with experience supporting team performance and service quality.
Overview
3
3
years of professional experience
Work History
Case Manager & Team Lead
CT Dept. of Social Services
03.2024 - 01.2025
- Determined eligibility for public assistance programs by conducting comprehensive client interviews while maintaining strict HIPAA compliance protocols and precise documentation of case details. Managed a high-volume caseload of 50+ calls per day, resolving client issues efficiently and professionally. Assisted with coaching and supporting team members, contributing to improved performance, consistency, and overall service.
Customer Experience Associate & Team Lead
Conduent
08.2023 - 03.2024
- Provided bilingual customer support for the New York EZ Pass toll system, assisted customers with toll bill payment processing, account reviews and new account enrollment/activation, and dispute resolutions. Maintained accurate system databases and adhered to quality assurance and data entry standards while building strong customer relationships to improve satisfaction.
Customer service & Team Lead
Callogix, Inc.
08.2021 - 07.2023
- Delivered high-quality customer service and technical support for Blue Cross Blue Shield of Massachusetts through Callogix inc., assisting members with detailed insurance coverage breakdowns and benefits explanations. Provided direct claims processing support to dental providers, helping offices resolve claim issues accurately and efficiently. Served in a hybrid team lead role by supporting escalations, monitoring performance metrics and maintaining service quality standards. Assisted with onboarding and training new agents through shadowing, coaching and real time guidance to ensure consistent compliant service delivery.
Education
Associate of Arts - Psychology
Valencia College
Orlando, FL12.2026
Psychology
Mohawk Valley Community College
Utica, NY01.2024
High School Diploma -
Concord High School
Concord, NH06-2013
Skills
- Customer & Member Support Case Management Claims Processing Insurance Coverage & Benefits Explanation Conflict Resolution HIPAA Compliance Quality Assurance Team Coaching & Onboarding High-Volume Call Handling Data Entry & Database Management Microsoft Office Bilingual: English & Spanish
Timeline
Case Manager & Team Lead
CT Dept. of Social Services
03.2024 - 01.2025
Customer Experience Associate & Team Lead
Conduent
08.2023 - 03.2024
Customer service & Team Lead
Callogix, Inc.
08.2021 - 07.2023
Psychology
Mohawk Valley Community College
Associate of Arts - Psychology
Valencia College
High School Diploma -
Concord High School