Isabel Pineda
El Paso
Summary
Experienced Member Care Representative with substantial background in customer service and conflict resolution. Skilled at fostering positive relationships, managing large volumes of client accounts, and maintaining high satisfaction rates. Demonstrated ability to enhance operational efficiency while ensuring adherence to industry standards and regulations. Committed to improving overall customer experiences through effective communication and problem-solving skills.
Overview
11
11
years of professional experience
2002
2002
years of post-secondary education
Work History
Memeber care Representative
Tranzact Insurance Solutions
El Paso
09.2025 - Current
- Assisted customers with inquiries about insurance products and services.
- Utilized CRM software to track customer interactions and follow-ups.
- Collaborated closely with other departments in order to facilitate a smooth onboarding process for new members.
- Conducted follow-up calls with customers after purchases were made to verify satisfaction levels.
- Generated monthly performance metrics related to customer service response times and resolution rates.
- Consulted with customers regarding needs and addressed concerns.
- Reviewed new account applications to verify eligibility of prospective members.
Bilingual Customer Service Representative
Alorica
El Paso
01.2025 - 06.2025
- Assisted customers with inquiries in English and Spanish.
- Resolved customer issues efficiently using internal support systems.
- Documented interactions accurately in customer relationship management software.
- Educated customers about products and services offered by Alorica.
- Maintained professionalism while handling challenging customer interactions.
- Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services.
- Maintained a friendly yet professional demeanor during all interactions with customers.
Healthcare member advocate
Accolade
El Paso
04.2024 - 12.2024
- Assisted members in navigating healthcare options and resources.
- Provided timely responses to member inquiries through multiple communication channels.
- Collaborated with care teams to address member health concerns effectively.
- Educated members on benefits and services for optimal health management.
- Documented member interactions in the case management system accurately.
- Resolved issues by coordinating with internal departments for member needs.
- Facilitated access to healthcare services and provider networks for members.
- Supported initiatives to enhance member engagement and satisfaction levels.
Bilingual Inbound Sales Specialist
Charter Spectrum
El Paso
10.2021 - 09.2023
- Assisted customers in selecting appropriate services and products.
- Managed inbound calls to address customer inquiries and concerns.
- Collaborated with team members to enhance customer service strategies.
- Provided bilingual support to diverse customer base effectively.
- Educated customers about promotions and new product offerings.
- Utilized CRM software to track sales leads and follow-ups.
Customer Advocate
GC Services
El Paso
11.2014 - 10.2021
- Addressed customer inquiries using internal systems to provide accurate information.
- Resolved customer issues through effective communication and problem-solving techniques.
- Collaborated with team members to improve service processes and enhance customer satisfaction.
- Documented customer interactions in CRM software for tracking and follow-up purposes.
- Managed escalated concerns by coordinating with appropriate departments for resolution.
- Recorded detailed notes in customer accounts for future reference and follow-up.
- Escalated complex customer cases as necessary to appropriate teams and departments.
- Researched customer inquiries to ensure accurate resolution of their issues.
- Performed extensive research on all inquiries and concerns to achieve complete client satisfaction.
Education
Anaheim High School
Anaheim, CASkills
- Customer relationship management
- CRM software utilization
- Member onboarding
- Eligibility verification
Languages
Spanish
Limited
Timeline
Memeber care Representative
Tranzact Insurance Solutions
09.2025 - Current
Bilingual Customer Service Representative
Alorica
01.2025 - 06.2025
Healthcare member advocate
Accolade
04.2024 - 12.2024
Bilingual Inbound Sales Specialist
Charter Spectrum
10.2021 - 09.2023
Customer Advocate
GC Services
11.2014 - 10.2021
Anaheim High School