Malanie W Ytuarte
El Paso,Texas
Summary
Skilled team player with strong background in Customer Service environment. Works well independently to handle assignments and always ready to go beyond basics assignments. Quick learner with good computer abilities. Over 12 years with customer service, and interactions. Skilled in managing student loan accounts, reducing rates through strategies and leading teams in high paced environments to enhance customer satisfaction and operational efficiency. Strong abilities in multitasking, public speaking, customer service and ready to leverage extensive experience and diverse skill set in a dynamic new role.
Overview
13
13
years of professional experience
Work History
Customer Service Advocate
TriCare
09.2024 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
Home Health Care
First choice home health
01.2022 - Current
- Providing comprehensive care to homebound patients, ensuring their comfort and safety
- Achieved 95% patient satisfaction rate by delivering personalized and effective care
- Proficient in using medical software for timely documentation and patient record management
- Resolved complex health issues by collaborating with a multidisciplinary team
- Reduced hospital readmissions by 30% through effective patient education and follow-ups
Student Loan Servicing
Kech Inc
12.2021 - 09.2024
- Managing student loan accounts with diligence and precision
- Reduced loan default rate by 15% through innovative strategies
- Proficient in federal and private loan servicing regulations
- Resolved complex loan issues, enhancing customer satisfaction
- Significantly improved loan repayment rates, boosting company's financial health
Medical Referral Specialist
TriCare
12.2021 - 08.2022
- Scheduled appointments with specialists on behalf of clients.
- Verified insurance benefits and eligibility for Type procedures before referring clients.
- Coordinated with medical staff and patients to find cost-effective options for services.
- Built professional relationships with service providers.
- Communicated effectively with medical professionals at various levels within the organization to provide accurate information regarding patient needs and preferences during specialty consultations.
Shift Manager
Good Times Drive Thru Inc
08.2020 - 03.2021
- Managed daily operations and special projects in a fast-paced environment, ensuring smooth workflow
- Developed team members, fostering leadership potential and enhancing team value
- Effectively addressed and resolved customer inquiries and complaints, enhancing customer satisfaction
- Closely monitored staff resources, predicting future needs for optimal productivity
- Held Area Managers accountable for performance goals, tracking their progress for continuous improvement
- Pioneered a team development program, enhancing leadership skills and team performance
- Implemented a dynamic staffing model, optimizing resource allocation for peak times
Customer Assistant
Ysleta Del Sur Pueblo
01.2018 - 08.2020
- Managed customer complaints with a focus on achieving resolution and enhancing customer satisfaction
- Suggested improvements to shipping, billing, and product presentation to optimize operations
- Maintained up-to-date knowledge of sales, promotions, and security practices to effectively serve customers
- Conducted monthly inventory checks, resolving discrepancies to ensure accurate product counts
- Handled cash transactions, balancing drawers and making deposits, demonstrating financial responsibility
- Enhanced customer experience by efficiently resolving issues and managing inventory, boosting satisfaction
- Streamlined inventory process, reducing discrepancies and ensuring product availability
Underwriting Clerk
Fred Loya
07.2017 - 01.2018
- Leveraged analytical skills to optimize underwriting decisions, enhancing business revenue
- Maintained compliance by vigilantly tracking policy changes, ensuring underwriting activities met updated requirements
- Negotiated policy terms with a collaborative approach, aligning them with company directives
- Demonstrated detail-focused expertise in determining premiums and coverage, preventing under- and over-insured consumers
- Innovatively contributed to company's growth by accurately underwriting, impacting consumer satisfaction and revenue
Package Handler
Fed Ex
11.2015 - 01.2016
- Ensured safe and efficient package stacking, preventing product damage
- Managed timely and accurate shipping and receiving of packages
- Maintained strict adherence to company's package accounting guidelines
- Exhibited self-sufficiency in processing workload with minimal supervision
- Demonstrated compliance with company policies and guidelines
- Efficiently loaded and unloaded trucks, ensuring smooth operations
- Maintained accurate records of receipt, storage, and distribution activities
- Streamlined package handling process, enhancing operational efficiency
- Expedited package processing, reducing delivery times significantly
- Maintained 100% accuracy in package tracking and inventory management
Server
Iron Skillet
07.2015 - 12.2015
- Efficiently served food and beverages in a fast-paced environment, ensuring customer satisfaction
- Maintained high standards of cleanliness and sanitation, contributing to a safe dining experience
- Effectively communicated customer orders to kitchen staff, minimizing order inaccuracies
- Proactively monitored customer needs, offering additional items and refilling drinks to enhance their dining experience
- Consistently restocked serving stations, aiding team efficiency and prompt service delivery
Concert Employee
Socorro Entertainment Center
04.2012 - 04.2015
- Responsibly greeted and assisted patrons at diverse entertainment events, ensuring a welcoming environment
- Efficiently guided patrons to exits or specific locations, enhancing overall customer experience
- Proactively assisted patrons with special needs, ensuring accessibility and comfort
- Maintained cleanliness of facilities between events, contributing to a pleasant atmosphere
- Exhibited self-sufficiency by meeting all deadlines and goals with minimal oversight
Education
Master’s Of Legal Studies - Law
Texas A&M University
College Station, TXProject Management - Business Management
Colorado Technical University
Colorado Springs, COHIGH SCHOOL DIPLOMA -
Eastwood High School
El Paso, Texas06.2015
Skills
- Billing and payments
- Data entry
- Task scheduling
- Multi-line phone system
- Merchandise products
- Manage inventory
- Operate cash registers
- Issue refunds
- Customer service
- Monitor security
- Verbal communication
- Teamwork
- Multitasking
- Public speaking
- Problem solving
- Time management
- Adaptability
- Collaboration
- Data Entry
- Administrative Support
- Problem-solving abilities
- Assertiveness
- Computer Proficiency
- Typing Speed
- Professional telephone demeanor
- Clerical Support
- Project management software
- Project Management Tools
- Project management skills
References
- Ruby Paiz, +1 (915) 996-0226
- Norma Watkins, 9157024285
Hobbies and Interests
The National Society of Leadership and Success awarded 2023.
Personal Information
Age: 26
Timeline
Customer Service Advocate
TriCare
09.2024 - Current
Home Health Care
First choice home health
01.2022 - Current
Medical Referral Specialist
TriCare
12.2021 - 08.2022
Student Loan Servicing
Kech Inc
12.2021 - 09.2024
Shift Manager
Good Times Drive Thru Inc
08.2020 - 03.2021
Customer Assistant
Ysleta Del Sur Pueblo
01.2018 - 08.2020
Underwriting Clerk
Fred Loya
07.2017 - 01.2018
Package Handler
Fed Ex
11.2015 - 01.2016
Server
Iron Skillet
07.2015 - 12.2015
Concert Employee
Socorro Entertainment Center
04.2012 - 04.2015
HIGH SCHOOL DIPLOMA -
Eastwood High School
Master’s Of Legal Studies - Law
Texas A&M University
Project Management - Business Management
Colorado Technical University
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