Luisa Caceres
Cyber Security
Kissimmee,FL
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Member Services for Strategic Team & IT
UHG, United Health Group
03.2013 - 03.2025
- Assist members, pharmacies, providers, and clients with plan benefits, copay questions, and member resolution.
- Creatively designed tools and ways to help simplify the work process, accurately utilizing resources for better client and team member interaction.
- Maintained quality consistently through peak season and daily, heavy call volumes.
- Provide personable, interactive customer service through listening, anticipating needs, and suggesting comparable medications that could benefit and enhance the client experience and options.
- Servicing client accounts using critical and analytical skills, problem-solving, and implementing the right solutions based on client needs.
- Assisted pharmacies with troubleshooting claims, reversals, and overrides.
- 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.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Vacation Planning and Resolution counselor (call center)
Wyndham Vacation Ownership
01.2008 - 04.2012
- Maintaining the highest level of customer service and professionalism
- Provided reasonable resolutions to owner’s issues
- Ensuring owner verification and updates to accounts
- Suggesting Vacation options for owners looking to secure a Wyndham destination
- Educating owners on Wyndham vacation ownerships
- Provided support to owners planning current and future vacations
DCL/DME Administration
Walt Disney World
10.2006 - 01.2008
- Oversee Disney’s magical Express daily meet and greet at Orlando International Airport
- Oversee the daily airport arrival operation at Orlando International Airport including checking guests in for their Disney's Magical Express experience, and the loading of motor coaches for departure to the Walt Disney World Resorts
- Monitor arriving flight times and communicate delays / changes to Base Operations
- Working closely with the Baggage Team, Base Operations, airlines, third-party transportation company to ensure that all Disney's Magical Express Guests receive a stress-free experience at the Orlando International Airport
- Work together with third-party transportation company employees to ensure that all Disney's Magical Express operations are met on a daily basis
- In addition, also worked with Disney's Magical Express Base Operations to ensure that any special needs for Disney's Magical Express Guests are met, including meeting delayed flights and expediting their airport arrival / transportation experience, wheelchair assistance, lost and found assistance, Disney's Magical Express and Walt Disney World Resorts reservations assistance
Store Manager/PC-Tech
Rent-A-Center
04.2003 - 10.2006
- Maximized customer service and quality standards for brand products
- Hardware and Software updates/Upgrades
- Quarterly Technology Assessment
- Compliance and Security Laws standards
- Network performance and Security
- Manage Antivirus and content filters for complete security
- Trained new-hire employees to process telephone payments and to maximize sales via the inventory database
- Weekly reports of budgets, scheduling of representatives for management review
- Obtaining monthly and quarterly sales goals through maximizing customer service
- Introduction of new product by window and floor visual presentations
- Displays diplomacy in leading others while provided customers and four stores with technical support
- Overseeing In-Home Technical support to customers for installation and configuration of hardware and Software
Education
Associate of Science - Cyber Security
University of Central Florida
Orlando, FL03-2026
Associate - computer Science, Certificate-PC Support Technician
Lincoln College
Lowell, MassachusettsSkills
- Strong verbal communication
- Customer Service
- Team Management
- Team Building
- Training and Mentoring
- Multitasking
- Performance under tight deadlines
- Spreadsheet Creation
- Mentoring
- Bilingual: English and Spanish
- Teamwork and collaboration
- Problem-solving
- Flexible and adaptable
- Dependable and responsible
Certification
- Certified Cyber security Understand threads & Prevent Attacks, Alison,com
- ComTIA A+ 1000 Part 1 & 2
- ISO 45001 Compliance-AI Driven Health and Safety Solutions
- PC Tech see edu
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Member Services for Strategic Team & IT
UHG, United Health Group
03.2013 - 03.2025
Vacation Planning and Resolution counselor (call center)
Wyndham Vacation Ownership
01.2008 - 04.2012
DCL/DME Administration
Walt Disney World
10.2006 - 01.2008
Store Manager/PC-Tech
Rent-A-Center
04.2003 - 10.2006
Associate of Science - Cyber Security
University of Central Florida
Associate - computer Science, Certificate-PC Support Technician
Lincoln College