Hi, I’m
Ronald Villagrana
Downey,CA
The first one gets the oyster, the second gets the shell
Andrew Carnegie
Summary
Personable Customer Experience Agent with 5 years of experience managing high customer call volumes while delivering prompt and reasonable customer solutions. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success
Overview
10
years of professional experience
1
Certification
1
Language
Work History
Molina HealthcareLong Beach, CA
Customer Experience Representative I
03.2020 - Current
Job overview
- Handling a high volume of calls in a fast paced call center environment both in English and Spanish and in multiple States
- Assisting Medi-Cal and Medicare members with anything from PCP changes to prescriptions fulfillment, ID cards ,Billing inquiries etc
- Communicate with various departments through Phone and Email to fix eligibility discrepancies , adjust claims and check on Authorizations
- Resolved customer inquiries and complaints in a timely manner.
- Ensured customer satisfaction by responding to queries quickly and accurately.
- Assisted customers in navigating the website and providing technical support.
- Provided customer service through live chat, email, and phone support.
- Maintained up-to-date knowledge of product updates and changes to help customers make informed decisions.
- Handled escalated calls from customers with professionalism and empathy.
Advantage HealthcareLos Alamitos, CA
Medicare Sales Agent
11.2019 - 12.2019
Job overview
- Provided product information and answered questions about Medicare services.
- Generated leads through cold calling prospective clients for Medicare services.
- Utilized CRM software tools to track sales progress throughout the process.
- Assisted customers with selecting appropriate plans based on their needs.
- Maintained accurate records of sales activities and customer interactions.
Coverance Insurance SolutionsLong Beach, CA
Sales Agent
07.2019 - 10.2019
Job overview
- Helping clients that are new to Medicare navigate through their plan options by thoroughly explaining the difference between Medicare supplements (medi gaps) and Medicare advantage plans
- Then go through the enrollment process step by step with them and finish up the call.
- Generated leads through cold calling, online searches, and referrals from existing clients.
- Followed up with prospects on a regular basis to ensure satisfaction with services provided.
Stone TapertSierra Madre, CA
Medicare Benefits Specialist
07.2018 - 07.2019
Job overview
- Helping newly enrolled beneficiaries understand and navigate Original Medicare, Medicare supplement insurance and Medicare Advantage plan options, while strictly adhering to CMS guideline and regulations
- 50 % of time working on several issues simultaneously in a fast pace call center environment while maintaining a high standard of customer service.
- Processed benefit enrollment forms, changes, and terminations.
- Communicated effectively via email and phone with plan participants to resolve issues pertaining to health and welfare benefits.
- Provided assistance to plan participants by explaining benefits information to ensure educated selections.
- Checked accuracy and completeness of benefits applications and documents.
- Assisting clients identify and resolve issues related to their health coverage and benefits
- General inquiries about providers, carriers and formularies etc
AflacLos Angeles, CA
Insurance Agent
06.2018 - 06.2018
Job overview
- Warm leads/ Cold calling as well as follow ups with prospective clients
- Lots of canvassing.
- Conducted research to identify competitive rates and benefits offered by other providers.
- Provided customers with information regarding plan features, pricing, and availability.
- Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
FastsignsCulver City, CA
Sales Representative
03.2018 - 05.2018
Job overview
- Received incoming calls from prospective clients, and helped them with their project from beginning to its completion
- Performed typical office duties as well as shop duties including but not limited to assisting in the printing and installing answering incoming calls, and communicating with clients to solve issues via email.
Graffiti ShieldAnaheim, CA
Project Manager
12.2017 - 01.2018
Job overview
- Managing MTA projects, surveying sites and vehicle maintenance.
Metropolitan WestSignal Hill, CA
Installer / Production Assistant
05.2017 - 10.2017
Job overview
- Installing various types of window film such as blackout, perforated and prestige as well as custom graphics, logos and decals on offices buildings (both interior and exterior), conference rooms store fronts while adhering to all safety procedures and protocols
- Production assistant duties included but not limited to plotting, masking, and weeding jobs to be installed on various substrates
- Shipping and receiving incoming film and logging them into our database as well as assigning films from our inventory to our installers
- Preparing fed ex labels and transmittals for shipping jobs and samples nationwide.
- Maintained records of installations, repairs, maintenance and tests performed on computer systems.
Lamar Advertising companyLos Angeles, CA
Bill Poster
09.2014 - 01.2017
Job overview
- With a market consisting of 4,500 8 sheet boards throughout Los Angeles and Orange county, a day's route can have anywhere from 30 to 45 installations per day rain or shine
- Climbing fixed ladders to a height of 40 to 50 feet to install vinyl on billboard /bulletins
- Maintaining structures using basic hand tools such as power drills, socket wrenches, hammers opened and closed wrenches Etc
- Trimming vegetation using loppers, chainsaws and weed whackers
- Assisting in construction jobs for removal or installation of new structures.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Maintained updated knowledge through continuing education and advanced training.
Education
Downey Adult School
Ged
01.2012
Skills
- Customer Service (7 year)
- Outbound Sales (2 years)
- Inside Sales (2 years)
- Call center (7 years)
- Bilingual/ Spanish and English
- Cold Calling
- Excellent Communication skills
- MS Office
- Excel
- AED/CPR certified
- Bilingual Medical Terminology / UNLV 2022
Certification
- First Aid/CPR/AED - Trained to use an AED device in the event of sudden cardiac arrest as well as proper safety procedures for dealing and properly disposing of latex gloves when dealing with blood and other bodily fluids. CPR Certified
- Valid Drivers License
- Life and Health Insurance - State Of California licensed Insurance Broker. licensed Insurance Broker in 17 States.
- Medical Terminology - Completed a Bilingual Medical Terminology Course from UNLV 12/03/2022
Additional Information
My excellent communication skills is my greatest asset, as well as a insatiable desire to learn. Bilingual English/Spanish
Abilities And Experience
- 3 1/2 years of customer service experience with a Health Plan(Molina Healthcare) Performing essential duties and assisting Members and Providers with all inquiries in a fast paced call center environment. (Current)
- 2 Years as a Licensed Medicare Agent
- CA Insurance license : Life / Accident & and Health
- Medicare AHIP certification 2018- 2020
- Non-Resident Licensed Agent in 17 states for both life and Health
- FFM certified Agent
- Proven track record of sales with a good book of business.
- Knowledgeable in these systems:
- Salesforce
- CRM
- Verint
- Microsoft Teams
- CVS Caremark
- Qnxt
- Molina Provider Portal
- Able to work in a high volume call center environment.
- 4 ½ years of vinyl graphics installation experience buses/trains, walls (metro rail)
- 4 ½ years of map case/back-lit diorama and bus shelter advertisement installation experience (MTA)
- 1 1\2 years of 8 sheet (42 per day)and billboard/ bulletin installation experience (40-60 ft in height) .Certified Lamar safe climber.
- City lights, vinyl wraps
- (American Heart Association) First aid, CPR and AED certified.
- Fork lift operator/ Altech bucket truck operator, scissor lift operator
- Knowledge of Basic hand tools and power tools.
- Extremely productive in a high volume, high stress, environment.
- Excellent written and verbal communication skills (Bilingual Eng/span)
- Detail oriented with a positive mental attitude.
Personal Information
Willing To Relocate: Anywhere
Languages
- English - Expert
- Spanish - Fluent
Languages
English
Native/ Bilingual
Spanish
Professional
Affiliations
- Volunteer work with National Forest Service
- Trail Building
References
References available upon request.
Work Preference
Work Type
Full TimeWork Location
HybridRemoteImportant To Me
Work from home optionWork-life balanceCareer advancementInterests
Kayaking and Hiking
Timeline
Customer Experience Representative I
Molina Healthcare
03.2020 - Current
Medicare Sales Agent
Advantage Healthcare
11.2019 - 12.2019
Sales Agent
Coverance Insurance Solutions
07.2019 - 10.2019
Medicare Benefits Specialist
Stone Tapert
07.2018 - 07.2019
Insurance Agent
Aflac
06.2018 - 06.2018
Sales Representative
Fastsigns
03.2018 - 05.2018
Project Manager
Graffiti Shield
12.2017 - 01.2018
Installer / Production Assistant
Metropolitan West
05.2017 - 10.2017
Bill Poster
Lamar Advertising company
09.2014 - 01.2017
Downey Adult School
Ged
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