Paula Bautista
Fontana,CA
Summary
Motivated Customer Service Lead focused on streamlining service procedures and maximizing team efficiency. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates effective judgment in balancing customer, employee and company objectives. Looking to become a valuable asset to a company by utilizing my skills and experience. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
19
19
years of professional experience
Work History
Member Services Representative
IEHP - Inland Empire Health Plan
10.2022 - Current
- Provide members with health plan education and Me-dical benefit coverage, including understanding coordination of benefits and eligibility status.
- Assist members with primary care/facility assignments, selections and changes, requesting interpreters, referrals questions/concerns and or issues , referral re-directions, behavioral health, pharmacy, dental, and vision inquiries, update demographic information, adding responsible/authorized parties and filing grievances.
- Order ID cards and assist with material request,
- Provide eligibility status of members to providers.
- Assist members with navigating self service options.
- Present cases to member services management team and work with other departments to resolve member inquiries or issues.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Review call monitors recordings and develop self-action plans to improve quality assurance scores.
Customer Service Lead
OshKosh B'Gosh
06.2017 - 06.2024
- Implemented company processes to effectively resolve customer service issues
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program
- Located products through extensive researching and arranged for drop shipments for items located at different facilities
- Volunteered to handle complaints and issues for manager during busy time periods
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge
- Handled cash and credit card payments and returned receipts, change and payment cards to customers
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success
- Stocked and replenished merchandise when necessary
- Provided information about products, promotions, and services to the customers.
Customer Service Representative
Lakin Tire West, Inc.
10.2021 - 10.2022
- Handled 60+ calls daily, with duties including setting up new customers, retrieving customer data, respond to service queries, resolved customer issues, and cancelled services
- Worked with Dispatchers to ensure service requests were completed in a timely matter
- Entered information into multiple screens while listening to information from customers
- Responded to customers inquiries in person or via telephone, letter or email always in a professional and efficient manner.
Customer Service Representative
Hanes Companies, Inc.
01.2016 - 09.2019
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Assessed customer needs and upsold products and services to maximize upholstery and bedding sales
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge
- Documented conversations with customers to track requests, problems and solutions
- Answered 50+ inbound calls per day and directed to designated individuals or departments
- Consulted with customers to determine best methods to resolve service and billing issues
- Escalated customer concerns, store issues and inventory requirements to supervisors
- Communicated with the group of sales representatives on a daily basis to process purchase orders and provide them with inventory quantities
- Inventory control analysis.
Seasonal Sales Associate - Part Time
Nautica, Inc.
11.2016 - 01.2017
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Assisted customers by finding needed items and checking inventory for items at other locations
- Recommended merchandise to customers based on needs and preferences
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items
- Helped customers sign up for loyalty programs and submitted completed paperwork
- Used register to ring up customer purchases, process payments and issue receipts
Customer Service Representative / Accounts Payable Clerk
Golfio, Inc.
08.2013 - 11.2015
- Managed customer accounts with orders, product inquiries, pricing and deliveries
- Responsible for all returns and warranty
- Expedited payments by verifying accuracy and currency of vendor information
- Reconciled monthly statements and transactions to keep records accurate and current
- Eliminated inaccuracies in accounts payable payments by verifying information prior to generating checks and electronic payment transfers
- Facilitated payment of invoices due by sending bill reminders and contacting clients
- Handled high-volume invoice processing for Golf business operation
- Kept detailed records of accounts payable by creating reports and updating vendor balance sheets
- Prepared monthly and year-end closing statements, financial documents and invoices.
Customer Service Representative
Nickent Golf, Inc.
04.2005 - 01.2013
- Managed customer accounts with orders, product inquiries, pricing, and deliveries
- Responsible for all returns and warranty
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Assisted approximately 50+ customers on a daily basis with golf questions
- Delivered service and support to each customer, paving way for future business opportunities
- Educated customers on special pricing opportunities and company offerings
- Documented conversations with customers to track requests, problems and solutions
- Answered 50+ inbound calls per day and directed to designated individuals or departments.
Education
High School Diploma -
Eric Birch High School
Fontana, California04.2005
Skills
- Customer Service Excellence
- Problem Resolution
- Training and Development
- Microsoft Access
- NetSuite
- OMS Software
- Quickbooks
- Call center experience
Languages
Spanish
Native or Bilingual
Timeline
Member Services Representative
IEHP - Inland Empire Health Plan
10.2022 - Current
Customer Service Representative
Lakin Tire West, Inc.
10.2021 - 10.2022
Customer Service Lead
OshKosh B'Gosh
06.2017 - 06.2024
Seasonal Sales Associate - Part Time
Nautica, Inc.
11.2016 - 01.2017
Customer Service Representative
Hanes Companies, Inc.
01.2016 - 09.2019
Customer Service Representative / Accounts Payable Clerk
Golfio, Inc.
08.2013 - 11.2015
Customer Service Representative
Nickent Golf, Inc.
04.2005 - 01.2013
High School Diploma -
Eric Birch High School
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