Lucelly Arceo
Stockton,CA
Summary
Accomplished Operations Specialist with a proven track record at Blue Shield of California, enhancing operational efficiency and customer satisfaction through expert project management and cross-functional communication. A proactive team player, I've led significant service improvements, demonstrating exceptional workflow management and a results-oriented approach.
Overview
9
9
years of professional experience
Work History
Operations Specialist Senior – Broker Services
Blue Shield of California
Lodi, CA
08.2022 - Current
- Implemented and operationalized projects
- Working with project management teams to capture department impacts and lead changes
- Led root cause analysis and efficiency efforts, by capturing trends and working on enhancements to remove errors from reoccurring
- Supported training development and delivery
- Managed complex programs with multiple stakeholders
- Worked in developing yearly open enrollment training and content material, capturing feedback to address any gaps in the current processes
- Owned and managed department desk-level procedures, capturing changes and enhancements
- Managed error reports, capturing trends and leading service enhancement creations to minimize or potentially remove the future errors
Medicare Supplement I&B
Blue Shield of California
Lodi, CA
04.2022 - 08.2022
- Outreach to members/brokers to provide missing information on Medicare Supplement applications
- Review applications to determine the validity of pending requests
- Work address change error report to determine membership that has moved out of state and requires rate notifications sent out
Senior Markets Producer Service Representative – Medicare
Blue Shield of California
Lodi, CA
05.2018 - 04.2022
- Responded to and resolved a variety of Producer inquiries via telephone, adhering to established production and quality standards
- Coordinated with other departments to ensure timely and appropriate responses
- Expedited and resolved complex issues
- Educated others on Blue Shield products, providing accurate information and updates to policies and procedures, thereby improving overall Producer satisfaction
- Handled lines of business including Medicare, Individual Family Plans (IFP), and Small Group plans
- Served as Interim Operations Specialist (May 2021 - April 2022)
Producer Service Representative
Kelly Services – Blue Shield of California
Lodi, CA
09.2017 - 05.2018
- Responded to Producer inquiries via phone, resolving issues within production and quality standards
- Coordinated with departments to ensure timely responses and resolved complex problems
- Educated Producers on Blue Shield products, providing accurate policy updates and enhancing satisfaction
- Demonstrated knowledge of Medicare, IFP, and Small Group lines of business
Member Service Representative
Financial Center Credit Union
Stockton, CA
09.2015 - 12.2016
- Identified and recommended Financial Center products and services tailored to member needs
- Processed member loan and visa applications from interview through fund disbursement
- Maintained and balanced a cash drawer, receiving and processing financial transactions including deposits, withdrawals, payments, and negotiable instrument sales
- Opened new deposit accounts and related products and services
Education
Business Management
San Joaquin Delta College
Stockton, CA12.2013
High School Diploma - International Baccalaureate
Franklin High School
05.2011
Skills
- Proactive team player
- Exceptional workflow management
- Results-oriented
- Customer-oriented
- Knowledgeable
- Dependable
- Content management expertise
- Process documentation
- Project management
- Cross-functional communication
- Operational efficiency
- Process planning
- Planning and coordination
- Operations coordination
Languages
English
Professional
Spanish
Professional
References
References available upon request.
Timeline
Operations Specialist Senior – Broker Services
Blue Shield of California
08.2022 - Current
Medicare Supplement I&B
Blue Shield of California
04.2022 - 08.2022
Senior Markets Producer Service Representative – Medicare
Blue Shield of California
05.2018 - 04.2022
Producer Service Representative
Kelly Services – Blue Shield of California
09.2017 - 05.2018
Member Service Representative
Financial Center Credit Union
09.2015 - 12.2016
Business Management
San Joaquin Delta College
High School Diploma - International Baccalaureate
Franklin High School
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