LESLIE D. SOTO RUIZ
Saint Cloud,FL
Summary
I am a successful Client Service Rep with superb experience positioning solutions to the community. Proven team collaborator, goal driven and devoted to cultivating strong relationships. I am proficient with Microsoft Office, Internet Research and experience with SAP.
Professional with strong track record in customer service and advocacy. Proven ability to enhance member satisfaction through effective communication and problem-solving skills. Adept at working collaboratively within teams to deliver results and adapt to changing needs. Skilled in conflict resolution, data management, and providing exceptional support in high-pressure environments.
Overview
16
16
years of professional experience
Work History
Advocate Member Service Representative
UnitedHealthcare
11.2022 - 09.2024
- Resolved member inquiries regarding benefits, claims, and eligibility with high accuracy.
- Facilitated seamless communication between members and healthcare providers to enhance service delivery.
- Improved first-call resolution rate through comprehensive knowledge of company policies and procedures.
- Managed a high volume of inbound calls, ensuring timely assistance to customers with various needs.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Operations Manager
Empire Gas- Gas Ideal branch
San Juan, PR
01.2015 - 12.2016
- Conducted weekly meetings to motivate and address staff concerns, capitalize on business opportunities and evaluate progress toward goals
- Reported to board of directors’ quarterly projections and results
- Deployed initiatives aligned with company values and overall goals.
- Reduce account receivables collection times by lowering them from 90 days to 45.
Bank Teller
Banco Popular De Puerto Rico
Trujillo Alto, PR
07.2013 - 12.2014
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Identify client’s needs and referred to appropriate representative capitalizing on service opportunities.
- Developed strategic plans for day-to-day financial operations.
Manager Assistant
Empire Gas- Liquilux branch
San Juan, PR
03.2009 - 04.2013
- Reduced corporate costs by 25% by implementing efficient delivery routes and preventive fleet maintenance schedule
- Met 100% of client satisfaction by meeting and exceeding new and existing accounts service needs.
- Increased operations efficiency by deploying secure inventory control, timely financial reports and schedules.
- September 2011 - Promoted to Assistant Manager in lieu of productivity and performance.
Education
Bachelor of Science - Nursing
University of The Sacred Heart
San Juan, PR01.2022
Bachelor of Social Science - Psychology
University of The Sacred Heart
San Juan, PR05.2020
Skills
- Fully bilingual
- Administrative support
- Team collaboration
- Staff education and training
- Interdisciplinary collaboration
- Attention to Detail
- Adult, Child, Infant CPR & AED
- Standard First Aid
Languages
Spanish
Native or Bilingual
Timeline
Advocate Member Service Representative
UnitedHealthcare
11.2022 - 09.2024
Operations Manager
Empire Gas- Gas Ideal branch
01.2015 - 12.2016
Bank Teller
Banco Popular De Puerto Rico
07.2013 - 12.2014
Manager Assistant
Empire Gas- Liquilux branch
03.2009 - 04.2013
Bachelor of Social Science - Psychology
University of The Sacred Heart
Bachelor of Science - Nursing
University of The Sacred Heart