Luz Esteban
Chula Vista,CA
Summary
Experienced customer service professional with a proven track record in high-volume call centers, retail, and Medicare operations. Skilled in managing billing, processing enrollments, and resolving customer issues efficiently. Adept at multitasking, problem-solving, and providing exceptional service while ensuring accuracy and compliance
Overview
10
10
years of professional experience
Work History
Medicare Customer Service Representative
Kaiser Permanente
San Diego, CA
08.2023 - Current
- Streamlined the Medicare enrollment process by effectively managing and organizing application documentation.
- Provided exceptional customer service during application submission, addressing any concerns or issues promptly and professionally.
- Ensured timely completion of daily tasks by setting priorities based on urgency levels.
- Increased team productivity through effective workload delegation among team members according to individual strengths and skillsets.
- Managed a high volume of applications while maintaining attention to detail and adhering to tight deadlines.
- Maintained strict confidentiality of member information, adhering to HIPAA guidelines and company privacy policies.
- Maintained a high level of accuracy by conducting thorough reviews of enrollment applications, ensuring compliance with CMS regulations.
- Collaborated with cross-functional teams to ensure smooth communication and efficient workflow in the enrollment process.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Delivered prompt resolution for member inquiries regarding their Medicare enrollment status, providing clear and concise information.
- Contributed to an inclusive team environment by actively participating in meetings and offering valuable insights based on personal experience within the role.
Call Center Representative
SHARP Healthcare
San Diego, CA
09.2022 - 07.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
Veterinary Receptionist
Coronado Vet Hospital
Coronado, CA
02.2022 - 09.2022
- Transcribed phone messages and relayed to appropriate personnel.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Checked patient insurance, demographic, and health history to keep information current.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Received and routed laboratory results to correct clinical staff members.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Performed various administrative tasks by filing, copying and faxing documents.
Phone Sales Representative
AT&T
San Diego, CA
10.2021 - 02.2022
- Answered questions about company offerings with knowledgeable responses about products and services.
- Exceeded monthly sales targets consistently by implementing strategic selling techniques.
- Boosted customer satisfaction by providing knowledgeable product information and addressing concerns promptly.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Asked pertinent questions to understand customer requirements.
- Recorded contact information of customers and potential customers in internal database.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Opened new accounts and documented personal, demographic, and payment information in system.
Veterinary Receptionist
PESC
Chula Vista, CA
07.2021 - 10.2021
- Scheduled and confirmed patient diagnostic appointments, surgeries, and medical consultations
- Operated office equipment, such as voice mail messaging systems and used word processing, spreadsheet and other software applications to prepare reports, invoices, financial statements, letters, case histories, and medical records
- Provided excellent customer service to clients by answering phones promptly and courteously, addressing inquiries, and scheduling appointments
- Answered a high volume of calls in a professional manner while providing accurate information on services offered by the clinic
- Maintained records of all animals seen at the clinic including vaccinations, treatments, medications administered and other related services provided
- Provided support to other departments within the veterinary practice when needed
- Performed administrative tasks such as filing paperwork, preparing invoices and collecting payments from clients
Veterinary Receptionist
VCA Emergency Animal Hospital
San Diego, CA
01.2020 - 06.2021
- Managed multi-line phone system and pleasantly greeted patients.
- Facilitated smooth daily operations by answering incoming calls, directing inquiries, and taking messages for veterinarians as needed.
- Provided compassionate support during difficult situations such as end-of-life decisions or emergency visits, establishing trust with clients.
- Maintained office and waiting room, keeping common areas clean and tidy.
- Assisted veterinarians in providing timely care to patients through effective communication and coordination of services.
- Reduced wait times for clients by promptly checking in patients upon arrival at the clinic.
- Improved client retention by providing exceptional customer service to pet owners in person and over the phone.
- Assisted in training new staff members on reception procedures and software systems, contributing to overall team success.
- Entered data from pet records and office visits into computer system.
- Maximized appointment availability by effectively coordinating schedules between multiple veterinarians and clients.
- Contributed to positive work environment through excellent teamwork and collaboration with staff members.
- Increased accuracy of medical records by diligently updating patient information during each visit.
- Checked patient insurance, demographic, and health history to keep information current.
- Performed various administrative tasks by filing, copying and faxing documents.
- Obtained payments from patients and scanned identification and insurance cards.
- Prepared and processed patient referrals and transfer requests.
Teller
Wells Fargo
Bonita, CA
01.2019 - 11.2019
- Assisted customers with deposits, withdrawals, and check cashing services in a friendly and efficient manner
- Balanced cash drawer and maintained full accountability for assigned cash on hand
- Developed strong customer relationships by providing excellent customer service and responding to inquiries promptly
- Verified the accuracy of customer account information prior to processing transactions
- Adhered to security and regulatory requirements surrounding financial transactions
- Cross-sold bank products and services to customers
- Identified fraudulent activity on accounts and took appropriate actions as needed
- Followed security protocols when opening and closing the branch office each day
Ticket Sales Representative
The Old Globe
San Diego, CA
03.2018 - 12.2018
- Directed guests to nearby attractions and distributed information on upcoming special events as part of venue's marketing strategy.
- Stocked ticket sales counter with brochures, rack cards and other promotional materials for guest use.
- Collaborated with team members to ensure smooth operations during high-volume periods.
- Maintained accurate records of transactions, reconciling daily sales reports for financial accuracy.
- Performed cash, card, and check transactions to complete customer purchases.
- Set up new sales displays each week with fresh merchandise.
Customer Service Cashier
KOHLS
Chula Vista, CA
10.2014 - 11.2017
- Maintained a clean and organized store environment, enhancing customer shopping experience.
- Educated customers about ongoing promotions and special offers, driving additional revenue for the store.
- Assisted in setting up promotional displays to attract customer attention towards specific products or brands.
- Kept customer spaces clean, neat and organized for maximum appeal.
- Handled cash register operations accurately, minimizing discrepancies while reconciling daily financial reports.
- Processed returns and exchanges efficiently, ensuring customer satisfaction and trust in the company''s policies.
- Demonstrated adaptability when assigned multiple tasks such as cashiering duties or assisting in other store departments as needed.
- Contributed to loss prevention efforts by monitoring suspicious activities and reporting incidents as needed.
- Trained new employees on company policies, procedures, and best practices in retail customer service delivery.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Associate in Science (A.S.) -
Southwestern Community College
Chula VistaHigh School Diploma -
Montgomery High School
San Diego06.2014
Skills
- Call center experience
- Data entry proficiency
- Customer service expertise
- Multitasking
- Problem-solving
- Time management
- Organizational skills
- Excellent communication
- Adaptability and flexibility
- Money handling
- Teamwork skills
- Microsoft office
- Administrative and office support
Timeline
Medicare Customer Service Representative
Kaiser Permanente
08.2023 - Current
Call Center Representative
SHARP Healthcare
09.2022 - 07.2023
Veterinary Receptionist
Coronado Vet Hospital
02.2022 - 09.2022
Phone Sales Representative
AT&T
10.2021 - 02.2022
Veterinary Receptionist
PESC
07.2021 - 10.2021
Veterinary Receptionist
VCA Emergency Animal Hospital
01.2020 - 06.2021
Teller
Wells Fargo
01.2019 - 11.2019
Ticket Sales Representative
The Old Globe
03.2018 - 12.2018
Customer Service Cashier
KOHLS
10.2014 - 11.2017
Associate in Science (A.S.) -
Southwestern Community College
High School Diploma -
Montgomery High School