LETICIA URIOSTEGUI
North Highlands,CA
Summary
Talented customer service representative offering over 17 years of success in various environments. Strategic thinker with experience. Offers proven ability to build effective teams. Versed in investigating complaints and concerns, quickly processing grievances and appeals, and delivering excellent customer service by providing first call resolution.
Overview
12
12
years of professional experience
Work History
Member Service Advocate
Pyramid Consulting
Alpharetta, GA
08.2023 - Current
- On Site: Natomas, CA/ Remote: Work from home
- Utilized job-related software to prepare change of address records, reach out to providers facilities, reprocessed claims, change and manage providers.
- Provided exceptional customer service to members by responding promptly and courteously to inquiries, concerns, and requests.
- Handled calls for new members, service cancellations and provided warm transfers to correct lines of business.
- Collected initial binder payments, premium payments and arranged for billing.
- Strengthened customer retention by providing first call resolution.
REGISTERED BEHAVIOR TECHNICIAN
MAXIM HEALTHCARE
SACRAMENTO
12.2019 - 08.2023
- Maintained thorough clinical treatment notes and assisted with assessments
- Conducted individual and group therapy sessions for outpatient clients in home, school, and community settings
- Ran and implemented behavior goals as directed by the Supervising Case Manager, Behavior Specialist, BCBA or BCABA
- Maintained clientele confidentiality per HIPAA compliance and procedures
- Teach socially acceptable replacement behaviors.
CALL CENTER AGENT
FANEUIL
MCCLELLAN
12.2020 - 08.2021
- Documented information from callers to update records and keep notes current on issues
- Performed and met call handle standards in fast-paced call center environments
- Communicated appropriate options to resolve issues and escalated higher-level problems to supervisor for immediate assistance
- Navigated between multiple systems to find relevant information necessary for assigned tasks.
HEAD CASHIER
HOME DEPOT
YUBA CITY
10.2012 - 01.2020
- Trained new associates in customer service, cashiering and sales
- Handled currency and assisted customer service with opening and maintain accounts
- Maintained orders and received goods of shipment
- Open and closing procedures accordingly with currency and media transfers to vault.
ASSISTANT STORE MANAGER
STYLES
YUBA CITY
05.2012 - 10.2014
- Supported sales representatives with new accounts
- Daily bank runs to deposit all media and currency
- Maintained quality control/ satisfaction records
- Weekly employee payroll and scheduling
- Daily conference calls with district
- Assisted manager with maintaining orders and shipment
- Assisted with hiring and firing of employees.
Education
High School Diploma -
Yuba City High
Yuba City, CA06.2006
Some College (No Degree) - Education
YUBA COMMUNITY COLLEGE
Marysville, CASkills
- Computer literate with programs such as: Microsoft Office, Excel, Amysis, UMV, Portico, ABS, OMNI, etc
- Issue Resolution
- Database Maintenance
- Account Management
- Quality Control
- Call Documentation
- De-Escalation Techniques
- Inbound and Outbound Calling
- Professional Telephone Demeanor
Languages
Speak and write fluent English and can speak some Spanish
References
References available upon request.
Timeline
Member Service Advocate
Pyramid Consulting
08.2023 - Current
CALL CENTER AGENT
FANEUIL
12.2020 - 08.2021
REGISTERED BEHAVIOR TECHNICIAN
MAXIM HEALTHCARE
12.2019 - 08.2023
HEAD CASHIER
HOME DEPOT
10.2012 - 01.2020
ASSISTANT STORE MANAGER
STYLES
05.2012 - 10.2014
High School Diploma -
Yuba City High
Some College (No Degree) - Education
YUBA COMMUNITY COLLEGE