Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Paloma Martinez Lara

Oklahoma City,OK

Summary

Knowledgeable Bilingual Customer Service Specialist with proven track record in resolving customer inquiries efficiently. Successfully managed high-volume call centers and contributed to process improvements that enhanced customer satisfaction. Demonstrated ability in handling complex issues and maintaining positive customer relations.

Overview

7
7
years of professional experience

Work History

Bilingual Customer Service Specialist 111

Accenture
04.2023 - Current
  • Communicated effectively via telephone, email and in person with prospective customers.
  • Understood and thoroughly explained services provided to customers and potential customers.
  • Reviewed statistic enrollment data and prepared reports.
  • Finalized and processed enrollment applications.
  • Skilled at working independently and collaboratively in a team environment.
  • Met or exceeded enrollment and retention goals consistently.
  • Provided policy information and maintained enforcement.
  • Updated, entered and reviewed customer data.
  • Maintained up-to-date knowledge of relevant laws, regulations, and policy changes affecting Medicaid eligibility determinations.
  • Provided support to colleagues, sharing expertise on complex cases and assisting in the training of new team members.
  • Maintained strict confidentiality of applicant information, adhering to all applicable privacy laws and regulations.
  • Managed high call volumes while maintaining professionalism under pressure, earning recognition for exceptional performance and dedication to customer service.
  • (SME) Subject Mattr Expert with underserved population

Sales Lead

Target
04.2020 - 02.2023
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
  • Increased sales and customer satisfaction through personalized servicing.
  • Up-sold and cross-sold products effectively, driving sales and increasing revenue.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Increased profitability and built sales pipeline by leveraging multiple marketing channels and sales techniques.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Maintained store visual standards by setting up window and interior displays to merchandising guidelines.
  • Provided exceptional customer service to foster client loyalty and satisfaction.
  • Greeted customers and provided product advice to increase sales.
  • Monitored sales team performance and provided constructive feedback.
  • Participated in store meetings and product training sessions to understand and sell items.
  • Assisted in development of monthly sales goals to motivate team and drive business objectives.
  • Worked closely with other departments to understand full scope of available offerings and provide top-notch salesmanship to customers.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Trained new employees on customer service, money handling and organizing strategies.

Therapy Assistant

Rob Rowe Chirptractor
04.2018 - 08.2019
  • Maintained and updated patient records, changes in service plans and treatment reports.
  • Documented patient information, treatment plans, and patient responses.
  • Collaborated with multidisciplinary teams to develop and deliver treatment plans and patient care.
  • Tracked progress according to goals for interventions.
  • Guided clients in development of skills and cognitive behavioral therapy techniques.
  • Assisted patients with therapy exercises as specified by care team.
  • Cleaned and set up rooms in preparation for patient appointments.
  • Answered patient inquiries and provided information about healthcare services.
  • Scheduled patients for appointments and maintained master calendar.
  • Helped clinical staff with in-office procedures by organizing spaces and passing instruments.
  • Completed necessary reports and documentation on time and to specifications.
  • Maintained accurate records of patient visits and treatments in patient medical files.
  • Supported office operations by expertly handling administrative needs.

Education

Bachelor of Science - Psychology

Western Governors University
Salt Lake City, UT
05.2026

High School Diploma -

Capitol Hill High School
05.2018

Skills

  • Patient Scheduling
  • Special Projects
  • Eligibility Determinations
  • Data Entry
  • Enrollment Assistance
  • Computer and Microsoft office skills
  • Team Communication
  • Administrative Support
  • Staff Support
  • Outreach Programs
  • Call center experience
  • Fluent bilingualism
  • Creative solutions
  • Critical thinking

Languages

Spanish
Native or Bilingual

Timeline

Bilingual Customer Service Specialist 111

Accenture
04.2023 - Current

Sales Lead

Target
04.2020 - 02.2023

Therapy Assistant

Rob Rowe Chirptractor
04.2018 - 08.2019

High School Diploma -

Capitol Hill High School

Bachelor of Science - Psychology

Western Governors University

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Paloma Martinez Lara