Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Johana Valencia Perez

Bakersfield,CA

Summary

Resourceful Member Service Representative known for high productivity and efficient task completion. Specialize in customer service, problem-solving, and communication skills. Excel in interpersonal interactions, adaptability, and conflict resolution to enhance member satisfaction and loyalty.

Overview

11
11
years of professional experience

Work History

Member Service Representative

UnitedHealthcare
Bakersville, CA
01.2023 - 02.2025
  • Monitored changes in regulations affecting Medicare services provided.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Created documents such as letters, emails, or forms as needed for customer service purposes.
  • Developed strategies for improving customer satisfaction levels.
  • Provided guidance and support to customers regarding billing issues and payment plans.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Responded to member questions regarding plan benefits and provisions.
  • Collected deposits or payments and arranged for billing.
  • Provided beneficiaries with information about plan benefits and eligibility determinations.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Followed up with customers via telephone or email to ensure that their needs were met.
  • Worked effectively in team environments to make the workplace more productive.

Customer Service Team Lead

Men's Wearhouse
Bakersfield , CA
02.2022 - 01.2023
  • Served as a liaison between the sales team and upper management.
  • Reset store displays for special events and seasonal merchandise changes.
  • Exceeded department expectations for productivity and accuracy levels.
  • Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
  • Managed multiple projects simultaneously while meeting tight deadlines without compromising quality standards.
  • Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
  • Listened to customer needs to identify and recommend best products and services.
  • Established effective communication channels between different departments within the organization.
  • Resolved customer complaints quickly and efficiently.
  • Utilized strong problem solving abilities when resolving conflicts between employees or customers.
  • Monitored inventory levels to ensure adequate stock was available at all times.
  • Operated register, handled cash and processed credit card transactions.
  • Coached other employees in customer service strategies and successful selling techniques.
  • Implemented effective methods for managing returns and exchanges.
  • Assisted customers with product selection based on their needs and budget.
  • Conducted weekly meetings with sales associates to review goals, successes, challenges, and areas of improvement.

Customer Service Representative

TTEC
Las Vegas , NV
03.2020 - 02.2022
  • Educated customers on available banking services such as online banking systems or debit cards.
  • Adhered to all banking regulations concerning transaction processing.
  • Oversaw daily banking activities including deposits, transfers, withdrawals.
  • Provided technical assistance when troubleshooting online banking issues.
  • Ensured compliance with all banking regulations and policies.
  • Explained banking products and services to customers.
  • Educated customers on the use of banking products, services, and online banking tools.
  • Assisted customers with their banking needs and inquiries.

Wardrobe Consultant

Men's Wearhouse
Bakersfield, CA
06.2017 - 03.2020
  • Provided wardrobe styling advice to clients based on their individual needs and preferences.
  • Trained new employees in product knowledge and customer service procedures.
  • Collaborated with teammates to define styling direction, inventory and requirements.
  • Suggested gift ideas based on client's personal interests or special occasions.
  • Sent costumes to tailors for major repairs and alterations.
  • Maintained the store's displays to ensure a visually appealing environment for customers.
  • Assisted customers in selecting clothing and accessories that complemented their body shape, lifestyle, and budget.
  • Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
  • Maintained clean and organized work area at all times.
  • Answered phone calls to assist customers with questions and orders.

Cashier

Jack in the Box
Bakersfield , CA
06.2014 - 06.2017
  • Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
  • Preserved appearance of store by arranging and replenishing displays and merchandise racks.
  • Resolved customer complaints professionally in accordance with company policy.
  • Answered customer inquiries regarding store policies and procedures.
  • Ensured compliance with all safety regulations within the store environment.
  • Greeted customers promptly and responded to questions.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Maintained work area and kept cash drawer organized.
  • Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
  • Performed other duties as assigned by management.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
  • Maintained current knowledge of store promotions to highlight sales to customers.
  • Ensured compliance with health codes by adhering to hygiene standards during preparation of food items.
  • Took orders, prepared foods and processed payments in full-service establishment.

Education

High School Diploma -

Foothill High School
Bakersfield, CA
06-2016

Skills

  • Banking
  • Financial transactions
  • Member correspondence
  • Complaint handling
  • Issue resolution
  • Dispute resolution
  • Healthcare
  • Banking operations support
  • Member account management
  • Call center experience
  • Relationship building
  • Document processing
  • Customer service
  • Point-of-sale system
  • Payment processing
  • Customer support
  • Escalation handling
  • Workflow optimization

References

References available upon request.

Timeline

Member Service Representative

UnitedHealthcare
01.2023 - 02.2025

Customer Service Team Lead

Men's Wearhouse
02.2022 - 01.2023

Customer Service Representative

TTEC
03.2020 - 02.2022

Wardrobe Consultant

Men's Wearhouse
06.2017 - 03.2020

Cashier

Jack in the Box
06.2014 - 06.2017

High School Diploma -

Foothill High School

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Johana Valencia Perez