Summary
Overview
Work History
Education
Skills
Timeline
Generic

JOSHUA rocha

Reedley,CA

Summary

Highly organized Senior Coordinator with a Bachelor’s degree in Health Entrepreneurship and Innovation from Arizona State University and four years of leadership experience. Proven expertise in delivering exceptional customer service, managing complex projects, and streamlining operations to enhance productivity. Recognized for effective communication and strategic planning skills that foster strong client relationships and drive business retention. Actively seeking a leadership role to leverage a background in health insurance and contribute to organizational success through innovative solutions.

Overview

12
12
years of professional experience

Work History

Sr. Coordinator - Social Media Resolution Team

Aetna
10.2024 - Current
  • Assisted members by resolving complex customer service issues through social media monitoring.
  • Oversaw issue resolution through teamwork and departmental cooperation.
  • Ensured ongoing positive customer experiences.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Facilitated cross-functional collaboration between departments to maximize productivity levels.

Resources for living - chat specialist

Aetna
07.2023 - 10.2024
  • Support individuals dealing with mental health challenges, homelessness, financial needs.
  • Guided customers through website navigation and online platforms.
  • Addressed complex concerns, contributing to elevated support performance.
  • Handled sensitive situations with professionalism and confidentiality while managing multiple chats.
  • Enhanced company reputation by providing exceptional customer service.
  • Maintained detailed records of customer interactions, updating account information as necessary.
  • Identified opportunities for process improvement, offering suggestions for streamlining operations.
  • Strengthened customer retention by offering discount options.

CSR

Aetna
05.2022 - 07.2023
  • Escalated customer concerns, issues, and requirements to supervisors for immediate rectification
  • I informed customers about billing procedures, processed payments, and provided payment option setup assistance
  • Resolved customer issues promptly, ensuring high levels of satisfaction for both new and repeat clients.
  • I de-escalated problematic customer concerns while maintaining a calm, friendly demeanor
  • Additionally, I made outbound calls to obtain account information and consulted with customers to resolve service and claim issues
  • Assisted members in navigating complex insurance issues.
  • Analyzed customer feedback data to identify areas of improvement.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.

Nutrition Aide

Adventist Health Selma
03.2022 - 05.2022
  • I copied, logged, and scanned documents and updated patient files daily
  • I planned and prepared meals for patients with special dietary needs answered calls and emails, and resolved customer inquiries
  • I collaborated with patients and nurses on long-term plans, responded to requests, and assisted with meal planning
  • I reported concerns to supervisors and maintained a clean environment
  • I improved patient outlook through compassionate care, calculated nutritional requirements, developed specialized diets, and researched nutritional components of foods

Shift Leader

Sonic Drive-In
10.2013 - 10.2018
  • I maintained a safe working environment by adhering to all safety procedures, policies, and regulations
  • I provided on-the-job training and delegated daily tasks and responsibilities to new employees
  • I planned and established work schedules, assignments, and production sequences to meet production goals
  • By providing superior training and leadership, I improved team performance and assisted team members in meeting their goals
  • I inventoried materials weekly to identify and resolve discrepancies, keeping meticulous and up-to-date records
  • I enforced company policies and regulations with employees, resolved customer complaints and issues, and offered thoughtful solutions to maintain customer satisfaction
  • During stressful situations, I remained calm, collected, and logical to identify and implement the best solutions

Caregiver

03.2013 - 10.2018
  • I monitored sugar levels once or twice a day and assisted with personal hygiene, ensuring the client was well taken care of in all aspects, including medications, food, hygiene, and overall well-being
  • I helped patients take care of themselves by teaching them how to use canes or walkers properly and safely
  • Additionally, I planned, prepared, and served meals and snacks that adhered to strict dietary guidelines

Education

BACHELOR OF SCIENCE - HEALTH ENTREPRENEURSHIP AND INNOVATION

ARIZONA STATE UNIVERSITY
08.2024

Skills

  • Excellent communication skills
  • Professional telephone demeanor
  • Data entry
  • Complaint resolution
  • Multi-line phone talent
  • Service standard compliance
  • Money handling abilities
  • Positive and friendly
  • Writing skills
  • Computer literate
  • POS systems expert
  • Strong interpersonal skills
  • Natural leader
  • Skilled problem solver
  • Employee relations
  • Customer services
  • LiveChat Messaging
  • Personable
  • Medicare and Medicaid eligibility
  • Regulatory compliance
  • Dietary habits evaluation
  • Team building
  • Communications
  • MS Office

Timeline

Sr. Coordinator - Social Media Resolution Team

Aetna
10.2024 - Current

Resources for living - chat specialist

Aetna
07.2023 - 10.2024

CSR

Aetna
05.2022 - 07.2023

Nutrition Aide

Adventist Health Selma
03.2022 - 05.2022

Shift Leader

Sonic Drive-In
10.2013 - 10.2018

Caregiver

03.2013 - 10.2018

BACHELOR OF SCIENCE - HEALTH ENTREPRENEURSHIP AND INNOVATION

ARIZONA STATE UNIVERSITY

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JOSHUA rocha