Joshua Cruz

• Support Medi-Cal Rx members and healthcare providers with pharmacy benefit questions, eligibility concerns, claims inquiries, and prescription-related needs.
• Provide accurate and professional customer support while following HIPAA regulations, company procedures, and privacy requirements.
• Manage high-volume customer interactions using Genesys while documenting customer information accurately.
• Resolve customer concerns by researching information, explaining solutions, and providing appropriate next steps.
• Maintain accurate records while handling confidential healthcare information.
• Collaborate with team members and leadership to support a positive customer experience.

ACHIEVEMENTS

• Maintained a 99.02% Year-to-Date Quality Assurance score by consistently meeting quality, compliance, and documentation expectations.
• Selected to assist with onboarding and training new Customer Service Representatives.
• Received multiple customer kudos recognizing professionalism, empathy, and effective issue resolution.
• Submitted six approved resource updates that improved internal reference materials and supported process efficiency.

• Assisted customers with roadside assistance requests, vehicle service needs, and automotive insurance inquiries to ensure timely resolutions.
• Resolved customer concerns by researching account details, explaining available services, and providing appropriate next steps.
• Verified customer information, documented service requests, and coordinated solutions with service providers to enhance customer satisfaction.
• Maintained strong customer service standards while handling high-volume interactions in a fast-paced environment.
• Verified customer information, documented service requests, and coordinated solutions with service providers.
• Enhanced problem-solving and communication skills by addressing time-sensitive service needs for customers.

• Supported quality assurance operations in an aerospace manufacturing environment while following strict quality standards and procedures.
• Assisted with maintaining accurate quality documentation and records.
• Reviewed products and processes to help ensure compliance with company and industry requirements.
• Supported quality control activities by identifying issues and communicating findings to appropriate teams.
• Maintained attention to detail while working with precision aerospace components and quality requirements.