MARY ALICE LUTICH
San Antonio,TX
Summary
Bilingual Customer Service Manager with over 17 years of experience leading call center operations, supervising teams, and serving as the primary client contact for escalations and daily updates. Skilled in performance management, training, and Medicare/Medicaid advocacy. Recognized for improving efficiency, driving client satisfaction, and ensuring compliance with HIPAA and regulatory standards. Known for coaching and mentoring employees to achieve quality performance while maintaining strong relationships with clients and colleagues.
Overview
17
17
years of professional experience
Work History
Administrative Assistant
Flint Hills Resources
01.2012 - 01.2016
- Managed a high volume of incoming calls and served as the first point of contact for customers. Created and delivered Certificates of Analysis with 100 percent on-time accuracy. Supported reporting and coordination functions, leading to a 40 percent reduction in departmental costs. Maintained accurate documentation and worked closely with internal teams to ensure operational efficiency.
Member Advocate Specialist
Aetna Healthcare
01.2011 - 01.2012
- Guided members through complex benefit and eligibility questions while maintaining a high level of customer satisfaction. Resolved member issues and escalations with professionalism and empathy. Documented all interactions, ensuring compliance with company policies and HIPAA requirements. Partnered with care teams to provide coordinated support for members and their families.
Provider Relations Supervisor
Blue Sky Hospice
01.2008 - 01.2010
- Supervised staff and volunteers to ensure compliance with hospice and healthcare regulations. Provided education and resources to patients and families during transitions of care. Maintained confidentiality and accuracy of patient records. Led recruitment, training, and supervision of hospice volunteers while ensuring quality performance and service delivery.
Customer Service Manager
Valence Healthcare
01.2002 - 01.2008
- Directed call center operations focused on Medicare and Medicaid eligibility, claims, and benefits resolution. Functioned as the primary client contact for operational updates and performance reports. Supervised and coached a large staff, conducted evaluations, and partnered with HR for performance management and training. Achieved multiple State of Texas ICHIP Call Center Service Awards between 2004 and 2007 for exceptional customer satisfaction ratings. Resolved escalations efficiently and collaborated with internal departments to maintain compliance and meet performance goals.
Customer Service Supervisor
PreMed Healthcare
01.1999 - 01.2002
- Oversaw a customer service team supporting employer groups and broker partners. Served as the main point of contact for renewals, plan adjustments, and escalated issues. Monitored and analyzed performance metrics to identify areas for improvement. Designed and implemented training programs that reduced onboarding time by 25 percent and improved overall service quality.
Education
Certification - Gerontology
Del Mar College
Corpus Christi, TXHigh School - undefined
Foy H. Moody High School
Corpus Christi, TXSkills
- Call center management
- Administrative support
- Time management
- File organization
- Customer and client relations
- Computer proficiency
- Customer relations
- Clerical support
- Critical thinking
- Strong problem solver
- Documentation and recordkeeping
- Professional communication
- Multi-line phone systems
- Supervising staff
Accomplishments
- Honored with State of Texas ICHIP Call Center Service Awards (2004, 2005, 2006, 2007) for exceptional work performance.
- Recipient of the Service Edge Award – Nationwide recognition for outstanding customer service and team leadership.
Languages
Spanish
Native or Bilingual
Timeline
Administrative Assistant
Flint Hills Resources
01.2012 - 01.2016
Member Advocate Specialist
Aetna Healthcare
01.2011 - 01.2012
Provider Relations Supervisor
Blue Sky Hospice
01.2008 - 01.2010
Customer Service Manager
Valence Healthcare
01.2002 - 01.2008
Customer Service Supervisor
PreMed Healthcare
01.1999 - 01.2002
High School - undefined
Foy H. Moody High School
Certification - Gerontology
Del Mar College
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