LIDIA E HURTADO

Call center environment

Investigate and resolve intricate customer problems, including billing disputes, technical issues, and product concerns, requiring in-depth knowledge of company policies and procedures.

Customer escalation management:

Address escalated complaints from customers, de-escalate situations, and find solutions to ensure customer satisfaction.

Customer retention:

Proactively identify potential customer churn, and take necessary steps to retain customers through personalized service.

Team leadership and coaching:

Provide guidance and support to customer service representatives, sharing best practices and helping them develop their skills.

Quality assurance:

Monitor customer interactions to ensure quality standards are met, identify areas for improvement, and provide feedback to team members.

Performance analysis:

Track key performance indicators (KPIs) related to customer service, identify trends, and suggest process improvements to enhance efficiency.

Customer feedback collection:

Actively gather customer feedback to identify areas for improvement, and contribute to overall customer experience enhancement.

Knowledge base management:

Maintain and update the internal knowledge base with relevant product information and customer service procedures.

Required skills:

Excellent communication skills.

Ability to clearly explain complex information, actively listen to customers, and effectively communicate solutions.

Problem-solving skills:

Strong analytical ability to identify root causes of customer issues, and develop effective solutions.

Customer service expertise:

Deep understanding of customer service principles, including empathy, courtesy, and professionalism.

• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Worked effectively in team environments to make the workplace more productive.

• Prescreen scenarios to assist in health care insurance options and needs
• Verify Client eligibility via State and County
• Assist clients in connecting and providing other resources available within the county
• CBO assistor for Medi-Cal (My benefit Calwin assistor)
• Use SSA disclaimer to update or upload verifications to Medi-Cal
• Handled Personal Identifiable information
• Process Medi-Cal Renewal packets as new applications income based
• Covered CA (Certified Enrollment Counselor) active
• Streamline process to better understanding for members or potential members coming in with coverage
• Liaison to departments to work together as team
• Reviewed each step of patient care and made proactive adjustments to avert issues
• Medicare adverse referral
• Established relationships with patients and external partners to cross-train and support
• Resolved problems with areas such as communication and billing that could negatively impact services
• Maintained confidentiality of patient data and condition to safeguard health information
• Built a strong referral network by developing strategic relationships with general
• Worked with patients and families to develop future and discuss care actions
• Coordinated charitable, government and community resources for patients
• Uphold confidentiality requirements and regulatory compliance guidelines
• Delivered excellent patient experiences and direct care
• Increased utilization of preventive care

• Traveled locally and regionally to conferences, workshops and presentations
• Created a comprehensive set of guidelines to measure program and policy effectiveness
• Conducted needs' assessments and referred clients to financial, medical, social and community assistance and services
• Trained staff members at key national partner organizations
• Educated the public regarding community health resources in correctional facilities, community centers and churches
• Collaborated with local health departments and other community partners
• Maintained up-to-date and comprehensive electronic and paper filing systems
• Established and maintained cooperative relationships with representatives of community, consumer, employee and public interest groups
• Delivered training for staff development, change management and materials, process and technical controls
• Directed training and retraining of employees to boost performance and enhance business results
• Performed forecasting to identify necessary changes for supply chain business
• Performed customer needs assessments and coordinated resolutions with supply chain and quality teams
• Streamlined and monitored quality programs to alleviate overdue compliance activities
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
• Identified and communicated customer needs to supply chain capacity and quality teams

• Managed quality communication, customer support and product representation for each client
• Served as the company's only bilingual Spanish/English customer service representative
• Resolved customer questions, issues and complaints
• Improved service quality and increased sales by developing a strong knowledge of company's products and services
• Communicated with customers regarding vehicle issues and potential repairs
• Organized work records and filed reports
• Maintained 100% customer service satisfaction rating

• Company Overview: Non-Profit organization
• Attended and participated in community meetings and groups
• Collaborated with health specialists and civic groups to determine community health needs and the availability of services and to develop goals for meeting needs
• Planned public outreach workshops to improve outreach strategy
• Coordinated and monitored daily activities
• Developed relationships with community referral sources
• Maintained charts in a timely and accurate manner, met deadlines for documentation and updates
• Documented all services and collect required data for evaluation
• Led projects and analyzed data to identify opportunities for improvement
• Carried out day-day-day duties accurately and efficiently
• Eliminated downtime and maximized revenue by providing top project quality control
• Non-Profit organization

• Assess customer needs and respond to questions
• Cleaned and straightened work area
• Received company Employee Performance Award after maintaining record sales achievement for 3 years in a row
• Operated cash register with proficiency
• Worked overtime shifts during busy periods
• Preventing store losses using awareness, attention to detail and integrity
• Worked as a team member performing cashier duties, product assistance and cleaning
• Served as the company's only bilingual Spanish/English customer service representative
• Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning
• Developed highly empathetic client relationships and earned reputation for exceeding sales goals
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
• Monitored metrics and developed actionable insights to improve efficiency and performance
• Reached out to customers to help with account and service issues, as well as propose new services and product choices
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction
• Recommended and upsold new products, resulting in 100% increase in revenue
• Coordinated paperwork and payments for new orders and replacement parts to obtain speedy service for each customer
• Created customer support strategy to increase customer retention
• Wrote and proofed orders to reflect proper pricing and discounts
• Described product highlights and benefits to help guide purchasing decisions
• Resolved customer complaints and maintained clean and tidy checkout area
• Maintained customer satisfaction with quick and professional handling of product returns
• Monitored self-checkout systems and aided or intervention were required
• Verified deactivation and removal of Electronic Article Surveillance Tags from products at point of sale
• Counted money in drawers at beginning and end of each shift
• Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
• Used POS system to enter orders, process payments and issue receipts
• Solicited customers to purchase loyalty and item protection plans, successfully bringing in $8 per month in new revenue