Kimberly Hurtado
Long Beach,CA
Summary
Dynamic customer service leader with a proven track record at Optum, UnitedHealth Group, excelling in complaint handling and team member training. Enhanced customer satisfaction through effective issue resolution and proactive solutions, achieving significant improvements in first-call resolution rates. Skilled in call management, fostering strong client relationships, and driving service excellence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Lead Customer Service Representative
Optum, UnitedHealth Group
Cypress, CA
02.2024 - Current
- Led team in resolving complex customer inquiries, enhancing overall service quality.
- Analyzed customer feedback to identify trends and implement service improvements.
- Coordinated with cross-functional teams to streamline processes and enhance customer experience.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Senior Customer Care Representative
Optum, UnitedHealth Group
Cypress, CA
11.2021 - 01.2024
- Resolved customer inquiries efficiently through phone, email, and chat channels.
- Collaborated with team to improve response times and enhance customer satisfaction.
- Trained new representatives on company policies and customer service best practices
- Built strong relationships with customers through active listening, empathy, and understanding their needs.
Retail Sales Lead
Macy's
Downey, CA
09.2018 - 04.2020
- Led team in resolving complex customer inquiries, enhancing overall service quality.
- Analyzed customer feedback to identify trends and implement service improvements.
- Coordinated with cross-functional teams to streamline processes and enhance customer experience.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Graduate Certificate - Medical Assistant
Downey Adult School
Downey, CA06-2020
Skills
- Complaint handling
- Team member training
- Work prioritization
- Call management
Certification
HIPPA/ OSHA
BSL / EHR
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Lead Customer Service Representative
Optum, UnitedHealth Group
02.2024 - Current
Senior Customer Care Representative
Optum, UnitedHealth Group
11.2021 - 01.2024
Retail Sales Lead
Macy's
09.2018 - 04.2020
Graduate Certificate - Medical Assistant
Downey Adult School