Norma S. Balderas
Edinburg,USA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Willingness to take on added responsibilities to meet team goals.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments.
Eager to contribute to team success and further develop professional skills.
Brings positive attitude and commitment to continuous learning and growth.
Overview
19
19
years of professional experience
Work History
Mob Billing Cust Service
Charter Spectrum
07.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked well in a team setting, providing support and guidance.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Learned and adapted quickly to new technology and software applications.
Owner
Kristy’s Krumb Cake Shop
01.2010 - Current
- Cake decorator/ owner/ deliver
- As a cake shop co-owner my duties are pretty much everything from the beginning to the end. Bake/Decorate/Deliver and more:
- Bake cakes for all occasions and other sweets
- Meet with clients
- Set up during events
- Deliver cakes/sweets
- Fund raisers
- Donations
- Meet awesome people
MOLINA HEALTHCARE OF TX
09.2018 - 12.2023
- Assist members with Medicaid/Medicare with Long term care services
- Find providers/attendants to care for members and assist with their everyday needs /ADL’s
- Assist with transportation
- Appeal denials
- Assist member’s with upgrading or applying for additional added benefits to their current services
SEU MAXIMUS
05.2018 - 09.2018
- Take escalated calls
- Submit complaints for clients
- Assist current CCRs with questions
- Provide policy information to clients
- Approve of specific transfers
CSR MAXIMUS
01.2013 - 01.2018
- Assisted in answering calls and providing accurate information in a timely manner.
Outbound CSR/ MAXIMUS
01.2015 - 01.2016
- As an outbound CCR I Norma would make outgoing calls to Clients enrolled in the Medicaid/CHIP programs to remind about the renewal to prevent the client from having to reapply or experience gaps in coverage.
- Informed Clients on renewal process
- Provided the Clients renewal due dates/deadlines
- Referred Clients to designated departments for further assistance in regards to their case/renewals etc.
Convergys
01.2011 - 01.2012
- Assisted clients/consumers of AT&T with product knowledge, technical assistance, billing, activations etc.
- Responsible for answering calls for AT&T callers
- Research and provide account information to clients
- Assisted with floor support when needed
- Assisted peers on the team with development and growth.
- Responsible in providing complete customer service to each caller
- Introducing new plans, cell phones and other gadgets available to Client.
Supervisor/Quality Control
Merkado Teleperformance
01.2007 - 01.2010
- Assisted in launching new campaign to the call center
- Managed a team of 15 agents and assisted in quality control to ensure agents knowledge and customer service was professional.
- Launched Vonage campaign
- Vonage was introduced as a nationwide company providing home phone service with unlimited calling to and out of the country at low rates
- Managed agents activities while on the floor
- Monitored calls while agents were assisting clients
- Implemented other activities with agents to help increase knowledge in product
Education
No Degree - Medical Laboratory Science
South Texas College
Skills
- Areas of expertise include:
- E-Experience
- Toastmasters Club member
- Well developed customer service and follow up processes
- Consulted with agents while maintaining performance standards
- Key assets to the project
- Client services
- Conflict resolution
- Leadership development
- Call Center/customer support
- Bilingual
- Computer skills
Languages
English
Full Professional
Spanish
Full Professional
Interests
- Cooking
- Swimming
- Blogging/Vlogging
- DIY and Home Improvement
- Watching Movies and TV Shows
- Music
- Baking
- Reading
- Photography
- I have a passion for photography and editing photos
- Volunteer Work
- Road Trips
- Cake Decorating
- Fashion and Style
CCR ES
- ES Edinburg
- Assisting clients with case information and eligibility status
- Assisting clients with complaints/appeals/applications
- Assisting the team with activities & as well have been on special projects numerous time to assist supervisor with daily reports etc.
Timeline
Mob Billing Cust Service
Charter Spectrum
07.2024 - Current
MOLINA HEALTHCARE OF TX
09.2018 - 12.2023
SEU MAXIMUS
05.2018 - 09.2018
Outbound CSR/ MAXIMUS
01.2015 - 01.2016
CSR MAXIMUS
01.2013 - 01.2018
Convergys
01.2011 - 01.2012
Owner
Kristy’s Krumb Cake Shop
01.2010 - Current
Supervisor/Quality Control
Merkado Teleperformance
01.2007 - 01.2010
No Degree - Medical Laboratory Science
South Texas College