Nancy Cerda
El Monte,USA
Summary
Professional bilingual customer service specialist with deep expertise in managing customer inquiries and resolving issues efficiently. Strong focus on teamwork and delivering results, adapting seamlessly to changing needs. Skilled in communication, problem-solving, and maintaining high standards of customer satisfaction. Dependable and flexible, ensuring smooth operations and positive customer experiences.
Overview
14
14
years of professional experience
Work History
Bilingual Customer Service Representative
TTEC Covered California
10.2025 - Current
- Delivered exceptional bilingual support to customers, resolving inquiries efficiently and effectively.
- Managed high-volume call center operations while maintaining service quality standards.
- Utilized CRM systems to document customer interactions and track issue resolutions accurately.
- Trained new representatives on company policies, procedures, and best practices for customer engagement.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Assisted clients with enrollment in health insurance plans, ensuring compliance with regulatory requirements.
- Assisted clients in understanding their coverage options, guiding them towards the most suitable plans for their needs.
- Developed strong relationships with clients and healthcare providers through clear communication and empathy during challenging situations.
- Negotiated with insurers to secure industry-leading health insurance coverage for clients.
Health Insurance Representative (Bilingual)
Elevance Health
09.2023 - 01.2024
- Delivered top-tier bilingual customer service in the health insurance sector, supporting English and Spanish-speaking members.
- Achieved a 95% first-contact resolution rate, consistently exceeding department performance standards.
- Navigated and explained complex health insurance policies, benefits, and claims to customers with clarity and accuracy.
- Elevated customer satisfaction scores by 30% through strategic problem-solving and empathy.
- Documented all interactions thoroughly in internal systems to support URAC compliance and data analysis.
- Collaborated cross-functionally with billing, provider relations, and claims departments to ensure timely resolution of issues.
Vaccine Appointment Setter
Street Level Strategy
08.2022 - 12.2022
- Managed high-volume outbound calls, scheduling vaccination appointments while meeting and exceeding company goals.
- Overcame objections with persuasive communication and empathy, ensuring high appointment acceptance rates.
- Updated patient records while maintaining confidentiality in compliance with HIPAA standards.
Online Shop Owner
Self-Employed
03.2020 - 05.2022
- Built and managed an online retail business, overseeing customer relations, order fulfillment, and social media marketing.
- Grew a strong online following to generate daily sales and deliver consistent customer satisfaction.
Customer Service Representative
Call the Car
01.2019 - 02.2020
- Scheduled and confirmed non-emergency medical transportation (NEMT) for patients.
- Communicated with drivers, dispatch, and healthcare providers to ensure timely arrivals.
- Handled escalations with professionalism, ensuring patient care was prioritized.
Auto & Property Insurance Representative
Sitel / USAA
05.2018 - 08.2018
- Provided policy quotes, adjustments, and cross-selling for USAA members.
- Consistently earned 10/10 customer satisfaction survey scores.
Customer Care Representative
Alorica / T-Mobile
10.2017 - 04.2018
- Resolved billing issues, processed payments, and delivered technical support in a fast-paced inbound call center.
- Maintained high call metrics while providing personalized solutions.
Customer Service Administrative Assistant
Life Alert
06.2011 - 02.2017
- Handled incoming calls, scheduled installations, and supported HR with onboarding and compliance paperwork.
- Ensured accurate data entry and customer record maintenance.
Education
High School Diploma -
Eagle Rock High School
Los Angeles, CASome College Coursework - Pharmacy Technician
Evans Community Adult School
Los Angeles, CASkills
- Healthcare & Insurance: Policyholder Communication, Insurance Coverage Verification, Claims & Billing, Medical Appointment Scheduling
- Customer Service & Call Centers: Inbound & Outbound Calling, Call Volume & Quality Metrics, Escalation Resolution, Multiline Phone Systems
- Technical: Salesforce CRM, Microsoft Office Suite, Data Entry, Computer Troubleshooting
- Languages: Spanish – Expert
- Empathy in customer service
- Payment processing
- Call management
- CRM systems
- CRM software usage
- Problem resolution
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Representative
TTEC Covered California
10.2025 - Current
Health Insurance Representative (Bilingual)
Elevance Health
09.2023 - 01.2024
Vaccine Appointment Setter
Street Level Strategy
08.2022 - 12.2022
Online Shop Owner
Self-Employed
03.2020 - 05.2022
Customer Service Representative
Call the Car
01.2019 - 02.2020
Auto & Property Insurance Representative
Sitel / USAA
05.2018 - 08.2018
Customer Care Representative
Alorica / T-Mobile
10.2017 - 04.2018
Customer Service Administrative Assistant
Life Alert
06.2011 - 02.2017
Some College Coursework - Pharmacy Technician
Evans Community Adult School
High School Diploma -
Eagle Rock High School