Iris Aide Rincon
Kingsville,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the health care industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with our members and advocates. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing . Resourceful Account Manager with excellent member oversight, issue resolution, and relationship-building expertise. Knowledgeable and strong collaborative skills leading to optimum outcomes.
Overview
15
15
years of professional experience
Work History
Service Escalation Account Manager
United HealthGroup
11.2022 - Current
- Assisted in the development of new hires, ensuring smooth onboarding process by being a mentoring and coaching them for their first 90 days while transitioning into their new role.
- Assisted and provided advocates correct process instructions on Subject Matter Expert (SME) line.
- Increased member satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable member while maintaining positive relationships.
- Established clear process between member and internal teams, ensuring seamless resolution.
- Improved overall team productivity by implementing best practices in organization and time management.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Customer Care Coordinator
United Healthcare Group
07.2018 - 11.2022
- Addressed member complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Defused member concerns with exceptional conflict and problem resolution skills.
- Built long-term, loyal member relations by providing top-notch service and detailed order, account and service information.
- Updated members accounts and system database with latest details to support accuracy and efficiency in future interactions.
- Coordinated appointments in timely manner for our members and researched complex issues.
- Documented call information and solutions provided into member's accounts.
- Educated members on account services and resolved member inquiries regarding their benefits.
- Monitored metrics and developed actionable insights to improve my own efficiency and performance.
Interpreter
Language Line Solution
01.2018 - 07.2018
- Provided oral interpretations for clients during special events, successfully maintaining pace with native speakers to deliver real-time comprehension.
- Facilitated communication between law enforcement personnel and individuals involved in crimes such as witnesses, persons of interest and suspects.
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
- Maintained message content, tone and emotion as closely as possible.
- Interpreted conversations simultaneously to help both parties conduct business, handle medical needs or manage personal concerns.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Reviewed translated content for cultural sensitivity and use of universal Spanish.
Compliance Resolution Specialist
United Healthcare Group
09.2013 - 08.2017
- Formulated focused and individualized resolutions aimed to provide members with best resolutions to grievances and Quality of Care complaints.
- Prepared written responses or decisions regarding our grievances and Quality of Care cases.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to meet our deadlines.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to members, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
Customer Service Representative
United Healthcare Group
10.2012 - 09.2013
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
Customer Service Representative
Convergys
04.2009 - 10.2012
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Resolved concerns with products or services to help with retention and drive sales.
- Updated and maintained information in customer accounts.
- Achieved and maintained departmental performance standards.
- Described product highlights and benefits to help guide purchasing decisions.
- Performed support ticket transaction resolution tasks and administrative functions.
- Achieved sales targets regularly with solid promotional and cross-selling skills.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Criminal Justice
University of Texas in Brownsville
Brownsville, TXHigh School Diploma -
Rivera High School
Brownsville, TX06.2000
Skills
- Member Interactions
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Call Documentation
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- First Call Resolution
- Teamwork and Collaboration
- Team Training
- Goals and performance
Languages
Spanish
Native or Bilingual
Timeline
Service Escalation Account Manager
United HealthGroup
11.2022 - Current
Customer Care Coordinator
United Healthcare Group
07.2018 - 11.2022
Interpreter
Language Line Solution
01.2018 - 07.2018
Compliance Resolution Specialist
United Healthcare Group
09.2013 - 08.2017
Customer Service Representative
United Healthcare Group
10.2012 - 09.2013
Customer Service Representative
Convergys
04.2009 - 10.2012
Criminal Justice
University of Texas in Brownsville
High School Diploma -
Rivera High School
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