Summary
Overview
Work History
Education
Skills
Timeline
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Lilia Mejia

Chula Vista,CA

Summary

I am a dedicated and hardworking professional with extensive experience in customer service, leadership, and healthcare, specializing in Medicare insurance for seniors. Over the years, my management experience has taught me valuable skills in team leadership, problem-solving, and decision-making, and I continue to learn and grow in these areas. Known for my strong work ethic and positive attitude, I take on any challenge with determination and always give my best, no matter how difficult the situation may be. I thrive in fast-paced environments and am eager to learn new skills to improve my performance. Colleagues and clients trust me to get things done efficiently and effectively, and I consistently bring my best effort to every task. A quick learner, I adapt easily to new processes and handle changing demands with ease. Bilingual in English and Spanish, I excel at simplifying complex topics and providing compassionate, clear support to clients. Whether it's managing applications, helping clients navigate their medical benefits, or leading a team, I approach every task with a positive, dependable, and results-driven mindset.

Overview

9
9
years of professional experience

Work History

Call Center Supervisor

SBHIS
02.2024 - Current
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of call center.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Trained and mentored new hires and provided ongoing professional development for team members.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
  • Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.
  • Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
  • Spearheaded cross-functional projects aimed at enhancing operational efficiencies within the organization.
  • Oversaw development of comprehensive knowledge base, enabling faster call resolution.

General Manager

Hempy's Legendary
01.2019 - 09.2023
  • Built strong, lasting relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Established strategic partnerships with industry leaders, which helped boost brand credibility and attract new customers.
  • Attended meetings and traveled for business to support company growth.
  • Managed customer relationships by handling calls, resolving issues, and delivering excellent service.
  • Oversaw daily operations of a retail store, including customer service, shipping, and inventory management.
  • Trained and guided team members to ensure high performance and quality service.

HR Assistant and Customer Service Representative

Seaside Sales and Marketing, LLC
11.2016 - 02.2018
  • Documented human resources records and maintained confidentiality of sensitive personal information.
  • Responded to inquiries by answering telephone calls, in-person questions and emails.
  • Updated Human Resources Information System database, maintained data accuracy and assisted with system changes.
  • Maintained office supplies, distributed mail and processed invoices for payment.
  • Set up orientations and initial training for new employees.

HempMedsPx

Customer Service Representative & Administration
09.2015 - 07.2016
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Office Management: Organized and maintained office supplies, equipment, and resources to ensure efficient daily operations.
  • Data Entry & Documentation: Accurately entered employee information and maintained HR files, ensuring all records were up-to-date and compliant.
  • Calendar Management: Coordinated meetings, appointments, and schedules for staff and management.
  • Multitasking & Time Management: Juggled multiple tasks efficiently in a fast-paced environment, ensuring deadlines were met.
  • Excellent Communication: Demonstrated strong communication abilities, both in-person and over the phone, ensuring clear, professional, and courteous interactions with staff, clients, and visitors.

Education

High School Diploma -

Bostrom High School
3535 N 27th Ave, Phoenix, AZ 85017
08-2012

Skills

  • Information tracking
  • Customer service focus
  • Training delivery
  • Documentation expertise
  • Call Center Management: Supervising teams, improving operational efficiency, performance management
  • Customer Service: Expertise in Medicare/Medicaid support, Social Security, and insurance assistance
  • Medicare & Medicaid: Familiarity with Medi-Cal eligibility, healthcare applications, and benefits verification
  • Bilingual: Fluent in English and Spanish (written and spoken)
  • Leadership & Team Development: Training, coaching, and mentoring team members to meet performance goals
  • Technical Skills: Proficient in Microsoft Office, email management, and online platforms (Medi-Cal portals, Social Security systems)
  • Problem Solving: Resolving complex customer issues with a focus on satisfaction and compliance
  • Data Entry & Administrative Skills: Skilled in office management, HR support, and scheduling
  • Problem-solving abilities

Timeline

Call Center Supervisor

SBHIS
02.2024 - Current

General Manager

Hempy's Legendary
01.2019 - 09.2023

HR Assistant and Customer Service Representative

Seaside Sales and Marketing, LLC
11.2016 - 02.2018

HempMedsPx

Customer Service Representative & Administration
09.2015 - 07.2016

High School Diploma -

Bostrom High School

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Lilia Mejia