Lucinda Guerra
Pipe Creek,Texas
Summary
Customer Service Representative with 30+ years of experience. 6 years experience in the Medical Insurance industry. Multi tasked under pressed situations. Customer satisfaction advocate.
Overview
38
38
years of professional experience
Work History
Operations Service Manager
UHG, United Health Group
San Antonio, Texas
02.2023 - Current
- Liaison to 12 complex clients including HealthScope RBP clients to manage first level response and resolution of escalated issues
- Work with internal departments and external vendors such as Service Executive Managers, Field Account Managers, UPAT, CARE, STOPLOSS, Appeals Unit, Web Support, Quantum, and HealthScope HST Services
- Provided mentorship and training to incoming OSM from UHC during the market alignment process
- Provide job shadowing opportunities for CFR’s wanting to learn more of the OSM role as assigned by my manager
- Contributing to the GEHA Claims Processing Project
Care Customer Complex Rep Sr
UHG, United Health Group
San Antonio, TX
09.2022 - 02.2023
- Provide white glove customer service by answering member and provider calls to address complex inquiries and concerns with medical, behavioral health, pharmacy, dental and flex benefits and claims
- Specialized Trained 4 groups
- Process claims for medical, behavioral health and medical dental claims
Care Customer Complex Rep
UHG, United Health Group
San Antonio, TX
09.2021 - 09.2022
- Provide white glove customer service by answering member and provider calls to address complex inquiries and concerns with medical, behavioral health, pharmacy, dental and flex benefits and claims.
- Specialized Trained on 4 groups
Customer Service Representative Tier 2
UHG, United Health Group
San Antonio, TX
08.2020 - 09.2021
- Answer member and provider calls to address inquiries and concerns with medical, behavioral health, and pharmacy benefits and claims.
- Specialized Trained on 3 Groups
Customer Service Representative Tier 1
UHG, United Health Group
San Antonio, TX
03.2019 - 08.2020
- Answer member and provider calls to address inquiries and concerns with medical, behavioral health, and pharmacy benefits and claims.
Scheduling Specialist
HEB Grocery Company
10.2000 - 09.2005
- Completed hundreds of free makeovers to customers to demonstrate different products, including Timewise SkinCare and Cosmetic products
- Made recommendations of appropriate products to meet customers' individual needs
- Finalized purchases and processed payments
- Wrote schedules for 13 HEB stores for the Central Checkout Department to ensure proper and timely coverage to provide the best customer service
- Worked indirectly with each of the 13 HEB Central Checkout Managers Completed 3-4 HEB store schedules per day in a timely efficient manner Troubleshoot any scheduling software issues
Central Checkout Manager
HEB
10.1997 - 10.2000
- Interview, hire, train cashiers and customer service assistants to provide superior customer service
- Oversaw the Central Checkout Department providing a safe and sanitary work environement
- Monitored the budget and payroll including labor expenses Maintained composure in high stress situations
- Built relationships with customers
Video Store Manager
HEB
10.1994 - 10.1997
- Provide superior customer service Logging returns and overdue rentals
- Maintained store with promotional New Movie releases
Assistant Video Manager
HEB
10.1993 - 10.1994
- Provided superior customer service Logged returns and overdue rentals
Video Clerk
HEB
07.1987 - 07.1987
Independent Beauty Consultant
Mary Kay, Inc
04.2002
- Customer relations Excellent Time Management
- Attentitive and ability to read customers, Product knowledge
- Ability to handle situations under pressure
- Current
Customer Service Assistant
HEB
- Provided superior customer service by bagging groceries
Education
High School Diploma -
William H Taft High School
San Antonio, TX06.1989
Skills
- Detailed Oriented
- Critical Thinking Skills
- White Glove Customer Service
- Excellent Time Management
- Ability to Handle Situations under pressure
- Office equipment proficiency
- Claims processing
- Mentorship development
Timeline
Operations Service Manager
UHG, United Health Group
02.2023 - Current
Care Customer Complex Rep Sr
UHG, United Health Group
09.2022 - 02.2023
Care Customer Complex Rep
UHG, United Health Group
09.2021 - 09.2022
Customer Service Representative Tier 2
UHG, United Health Group
08.2020 - 09.2021
Customer Service Representative Tier 1
UHG, United Health Group
03.2019 - 08.2020
Independent Beauty Consultant
Mary Kay, Inc
04.2002
Scheduling Specialist
HEB Grocery Company
10.2000 - 09.2005
Central Checkout Manager
HEB
10.1997 - 10.2000
Video Store Manager
HEB
10.1994 - 10.1997
Assistant Video Manager
HEB
10.1993 - 10.1994
Video Clerk
HEB
07.1987 - 07.1987
Customer Service Assistant
HEB
High School Diploma -
William H Taft High School