Karla Gutierrez
West Covina,CA
Summary
To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.
Overview
29
29
years of professional experience
Work History
Orthopedic Call Center Scheduler
Emanate Health
05.2023 - Current
- Schedule appointments at appropriate clinics along with documentation support, communication enhancements, and other support activities in maintaining coordination of patient care. Respond to patients, physicians, and agency staff.
- Verify eligibility, check authorization status, prescription refills, and follow up on medical records requests as needed.
Customer Service Representative
LACARE
01.2023 - 03.2023
- Answered about 110 calls daily and maintained 90% and above customer satisfaction. Handled calls from members, potential members, providers, and advocates.
- Managed and resolved member issues. Assists members in connecting with internal units or external parties such as Plan Partners, Primary Care Physician offices, pharmacists, etc. Provided essential information to members regarding access to care issues, coordination of care issues, benefits, Evidence of Coverage, etc
- Verified and updated demographic and other personal information for members,
Customer Service/Dispatcher/ OPS Manager
Expressit Logistics
12.2006 - 07.2022
- Supervised employees and assessed performances to determine training needs. Resolved, customer complaints while prioritizing satisfaction and loyalty.
- Follow through with high call volume. Average anywhere from 400-500 calls weekly in/outbound.
- Dispatched daily routes, tracked delivery progress to identify possible delays, and provided real-time updates to customers.
- Generated reports to track deliveries and maintained proper records and documentation
Customer Care Representative
Corporate Express
05.2005 - 06.2006
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Described product highlights and benefits to help guide purchasing decisions.
- Resolved concerns with products or services to help with retention and drive sales.
Customer Service Assistant
Diamond W Floor Covering
04.2004 - 04.2005
- Answered customer questions about product availability and shipment times.
- Maintained up-to-date knowledge of product and service changes.
- Managed 100 + incoming calls each day with the utmost professionalism and knowledgeable service.
Customer Service Agent
C&F Foods
02.2003 - 04.2004
- Demonstrated high attention to detail, organization, and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Data entry and also upload orders through EDI system.
Call Center Customer Service Representative
Viking Office Products/Office Depot
01.1995 - 03.2002
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Entered orders in AS400 received through fax.
- Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
- Described product highlights and benefits to help guide purchasing decisions.
Skills
- Scheduling and Coordinating
- Data Entry and Maintenance
- Inbound and Outbound Calls
- Administrative and Office Support
- Clerical Support
- New Hire Training
- Call Monitoring
- Teamwork and Collaboration
- Dispatcher Monitoring
Bilingual
Fluent in Spanish
Timeline
Orthopedic Call Center Scheduler
Emanate Health
05.2023 - Current
Customer Service Representative
LACARE
01.2023 - 03.2023
Customer Service/Dispatcher/ OPS Manager
Expressit Logistics
12.2006 - 07.2022
Customer Care Representative
Corporate Express
05.2005 - 06.2006
Customer Service Assistant
Diamond W Floor Covering
04.2004 - 04.2005
Customer Service Agent
C&F Foods
02.2003 - 04.2004
Call Center Customer Service Representative
Viking Office Products/Office Depot
01.1995 - 03.2002
Similar Profiles
Emmanuel RamirezEmmanuel Ramirez
Medical Assistant Volunteer at Emanate HealthMedical Assistant Volunteer at Emanate Health
Saba ShaikhSaba Shaikh
Infection Preventionist at Emanate HealthInfection Preventionist at Emanate Health
Anthony S Deita JrAnthony S Deita Jr
Pharmacy Technician at Emanate HealthPharmacy Technician at Emanate Health
Ethan LyEthan Ly
Teacher's Assistant at Walnut High SchoolTeacher's Assistant at Walnut High School
Priscilla VillegasPriscilla Villegas
Senior Account Clerk (Payroll)- Substitute at Rowland Unified School DistrictSenior Account Clerk (Payroll)- Substitute at Rowland Unified School District