Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

MARTHA ALVARADO

Sacramento,CA

Summary

Well presented, confident, and sociable person that takes pride in her work. I enjoy providing others with great customer service. I like to be efficient in the work place and like challenging myself to gain more work experience. I am a well-organized and a fast learner, that is able to carry-out any task that is assigned to her.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Service Representative II

Centene
04.2018 - 09.2021
  • Serve as the front-line resolution advocate focused on resolving inquiries, requests, issues, or concerns for members and/or provider in a timely manner.
  • Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution.
  • Provide customer service in a high pace contact center environment over the phone, via live chats and emails.
  • Document all member or provider information and communications for quality and performance tracking through the Customer Relationship Management applications.
  • Mitigates and prevents complaints from being escalated to resolve in initial contact.
  • De-escalate member and/or provider concerns, maintaining calm, friendly demeanor.
  • Assists with responding to complaints and escalations from members/providers.
  • Supports in handling escalations and providing feedback to senior team members regarding member/provider issues.
  • Provides timely and appropriate resolutions to escalated issues using various communication channels
  • Serves as a liaison in maintaining relationships between departments to ensure timely and appropriate issue resolution
  • Maintains performance and quality standards by complying with all policies and standards.
  • Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance.
  • Performs other duties as assigned
  • Complies with all policies and standards.

Life, Accident, and Health Insurance Agent

American Income Life- The Hart Group
06.2017 - 12.2017
  • Sell life, accident, and supplemental health insurance products
  • Independent Agent of a union label life insurance company
  • Approaches potential clients by phone solicitation; makes presentations to Union members and referrals
  • Seek out new clients and develop clientele by networking to find new customers and generate lists of prospective clients
  • Determines clients' particular needs and financial situations by scheduling fact-finding appointments; determining extent of present coverage and investments; ascertaining long-term goals
  • Develops a coordinated protection plan by calculating and quoting rates for immediate coverage action and long-term strategy implementation
  • Obtains signed documents, submits applications with signed documents and gives notice of policy modifications for approval from clients
  • Obtains underwriting approval by completing application for coverage
  • Confer with clients to obtain and provide information when claims are made on a policy
  • Completes coverage by delivering policy; planning future follow-up visits and evaluations of needs
  • Provides continuing service by providing direct deposit forms; processing changes in beneficiary and policy
  • Provides death benefits by delivering policy proceeds; reassessing client needs
  • Updates job knowledge by participating in educational workshops; maintaining personal networks; participating in professional organizations
  • Attend agency meetings, learn new skills, updates job knowledge by participating in educational workshops; maintaining personal networks; participating in professional organizations
  • Hiring Manager in training: recruiting possible candidates, setting interview appointments, conducting initial interviews, following up with qualified candidates, hire new associates.

Barista/Cashier

Starbucks
09.2016 - 06.2017
  • Maintain a positive attitude and greet customers entering establishment
  • Assist customers by providing information or resolving complaints
  • Answer customers' questions, and provide information on procedures or policies
  • Receive payment by cash, check, credit cards, or automatic debits
  • Issue receipts, refunds, credits, or change due to customers
  • Maintain clean and orderly checkout areas, and complete other general cleaning duties, such as mopping floors and emptying trash cans
  • Take customer orders and convey them to other employees for preparation
  • Provide customers with product details, such as coffee blend or preparation descriptions
  • Prepare or serve hot or cold beverages, such as coffee, espresso drinks, blended coffees, or teas
  • Clean or sanitize work areas, utensils, or equipment
  • Stock shelves, and mark prices on shelves and items
  • Prepare or serve menu items, such as sandwiches or salads
  • Carry out health code regulations.

Cashier/Barista/Sandwich Prep

University Enterprises, Inc.
12.2012 - 05.2016
  • Maintain a positive attitude and greet customers entering establishment
  • Assist customers by providing information or resolving complaints
  • Answer customers' questions, and provide information on procedures or policies
  • Receive payment by cash, check, credit cards, or automatic debits
  • Issue receipts, refunds, credits, or change due to customers
  • Maintain clean and orderly checkout areas, and complete other general cleaning duties, such as mopping floors and emptying trash cans
  • Take customer orders and convey them to other employees for preparation
  • Provide customers with product details, such as coffee blend or preparation descriptions
  • Prepare or serve hot or cold beverages, such as coffee, espresso drinks, blended coffees, or teas
  • Clean or sanitize work areas, utensils, or equipment
  • Stock shelves, and mark prices on shelves and items
  • Prepare or serve menu items, such as sandwiches or salads
  • Carry out health code regulations.

Education

Associate of Science -

Sacramento City College
Sacramento, CA

Associate of Science -

Sierra College
Rocklin, CA

High School Diploma -

Natomas High School
Sacramento, CA
01.2012

Skills

  • Proficient working with computer systems
  • Capable of handling a variety of tasks simultaneously
  • Driven towards results
  • Meticulous; shows great attention to detail
  • Underwriting and Insurance knowledge
  • Very well organized person and quick learner
  • A Proactive team player; can also work independently
  • Pleasant personality and superior customer service experience
  • Maintains good work ethic
  • Bilingual: fluent in English and Spanish
  • HIPAA Compliance

Certification

California State Licensed Insurance Producer, Accident and Health Agent, Life-Only Agent, 05/26/2017, 05/31/2019

References

The Courtyard Market of CSU Sacramento, Vinicio Arriola, (916) 416-6372 The Courtyard Market of CSU Sacramento, Mayra Plummer, (650) 201-0398 Starbucks, North Highlands, CA, Scotty Wilson, (916) 812-7028 Starbucks, North Highlands, CA, (916) 974-1539 American Income Life- The Hart Group, Minh Phung, (916) 827-1881

Timeline

Customer Service Representative II

Centene
04.2018 - 09.2021

Life, Accident, and Health Insurance Agent

American Income Life- The Hart Group
06.2017 - 12.2017

Barista/Cashier

Starbucks
09.2016 - 06.2017

Cashier/Barista/Sandwich Prep

University Enterprises, Inc.
12.2012 - 05.2016

Associate of Science -

Sacramento City College

Associate of Science -

Sierra College

High School Diploma -

Natomas High School

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MARTHA ALVARADO