Rene Lara

Was responsible for providing world-class service and support to clients. Retain and strengthen client relationships by providing full-picture solutions and best practice management. Leveraged technology to ensure clients see a return on their investment by providing guidance to clients in all areas of the system and influencing clients to utilize system best practices to align with employee usage strategies.

RESPONSIBILITIES

• Manage and build relationships with assigned book of long-term clients via phone and e-mail • Investigate, troubleshoot and resolve a high volume of more routine/standard client inquiries received through both phone and e-mail while anticipating additional questions and needs

• Uses basic knowledge of job procedures and system best practices to solve routine problems that may at times require interpretation or analysis to understand

• Provide proactive service and consultation to maximize client employee usage and overall system utilization

• Contribute to client retention and satisfaction through timely follow-up and completion of issues • Determine appropriate resources necessary for each client inquiry and issue resolution • Communicates information to assigned book of long-term clients that requires some explanation or interpretation

• Receives instruction, guidance and direction from more senior level specialists

• Coordinate with internal departments and more senior level specialists as needed to resolve client projects. Enter relevant information into the CRM system after each contact to ensure quality data to enable effective client retention

• Train clients in the use of the system, proactively identifying new client users and providing one-on-one system training when appropriate

• Ensure payrolls for all assigned accounts are processed with 100% accuracy

• Actively engage in continuous learning and self-improvement to complete required training programs, enhance system knowledge and stay up to date on legislation impacting clients

• Provide system feedback to product management on behalf of clients

• Company- Molina HealthCare -: Worked closely with members managing their health Accounts
• Assisted with inquiries for Pharmacy, Prior Authorization, Complaints, Grievances and Claims
• Worked with Payment department handling payment discrepancies and payments
• Followed HIPPA Guidelines
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
• Streamlined call flow processes for more efficient response times and increased productivity.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Investigated and resolved customer inquiries and complaints quickly.

• Company Overview: Call Center for Molina HealthCare: Worked closely with members managing their health Account as well dealing with any issue with Pharmacy, Prior Authorization, Complaints, Grievances and Claims
• Was a mentor for new hires during training sessions
• As well assisted Appeals and grievances Departments
• Followed HIPPA Guidelines
• Call Center for Molina HealthCare: Worked closely with members managing their health Account as well dealing with any issue with Pharmacy, Prior Authorization, Complaints, Grievances and Claims
• Was a mentor for new hires during training sessions
• As well assisted Appeals and grievances Departments
• Followed HIPPA Guidelines

• Company Overview: Event Staffing Coordinator/Account Manager for the Dallas Office, Managed new hire interviews and training
• Worked closely with clients coordinating and staffing events throughout the DFW, Plano, Frisco areas
• Worked as an onsite coordinator working with Event Coordinators and High-end clients
• Event Staffing Coordinator/Account Manager for the Dallas Office, Managed new hire interviews and training
• Worked closely with clients coordinating and staffing events throughout the DFW, Plano, Frisco areas
• Worked as an onsite coordinator working with Event Coordinators and High-end clients

• Company Overview: Worked as a Stagehand by assisting the Audio and Lighting Engineer/Techs
• Worked on setting up PA systems in various type of events including festivals, concert venues, conventions, corporate events, raves, and worship venues
• Helped prep lighting and sound equipment for shows for in a warehouse atmosphere
• Worked as a Stagehand by assisting the Audio and Lighting Engineer/Techs
• Worked on setting up PA systems in various type of events including festivals, concert venues, conventions, corporate events, raves, and worship venues
• Helped prep lighting and sound equipment for shows for in a warehouse atmosphere

• Company Overview: Worked as Bartender, Certified Food/Alcohol Servsafe
• Worked as a Banquet server hosting scheduled parties
• Bartender During Restaurant hours and weekend Game Day Events
• Worked as Bartender, Certified Food/Alcohol Servsafe
• Worked as a Banquet server hosting scheduled parties
• Bartender During Restaurant hours and weekend Game Day Events

• Company Overview: Worked in Guest Services, and Bartended & Served- answered questions on sales and services, booking parties and team building activities
• Certified Alcohol Servsafe worked as a Banquet server hosting scheduled parties
• In class trainer for new hires taught leadership, hospitality, and Guest Appreciation Course
• Worked in Guest Services, and Bartended & Served- answered questions on sales and services, booking parties and team building activities
• Certified Alcohol Servsafe worked as a Banquet server hosting scheduled parties
• In class trainer for new hires taught leadership, hospitality, and Guest Appreciation Course