Roxanna Cruz
Orlando,FL
Summary
Detail oriented with organized analytical skills. Passionate emphasis on human relations and illustrated communication skills.
Overview
13
13
years of professional experience
Work History
Collection Specialist II - Second Voice
JP Morgan Chase
10.2022 - Current
- Utilize negotiation and decision-making skills to collect payments on past due accounts
- Follow all applicable regulatory and departmental policies and procedures
- Successfully multi-task while navigating multiple technologies
- Communicate with customers via phone in a metric driven environment
- Work both independently and in a team environment
Bilingual Sr Member Services Advocate
OptumRx
12.2016 - 06.2021
- Provide support to Department Supervisor
- Handled50+ calls daily, with duties that included advocating for the client, educating about benefits, problem solving and marketing company pharmacy
- As the Sr advocate, I would educate and assist other advocates achieve call resolution
- Exceeded company customer satisfaction rating by10%
- Multi-tasked by working with multiple monitors and switched between multiple computer programs
- Initiated and processed prior authorizations
Dispatcher
Mystic Dunes Resort
Kissimmee, FL
08.2011 - 12.2016
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
Education
Associates in Arts Degree - undefined
Valencia Community College
Orlando, FL01.2023
High School Diploma - undefined
Osceola High School
Kissimmee, FL01.2008
Skills
- Proficient in MS Excel, Outlook, Power Point and Word, Bilingual english/spanish
Timeline
Collection Specialist II - Second Voice
JP Morgan Chase
10.2022 - Current
Bilingual Sr Member Services Advocate
OptumRx
12.2016 - 06.2021
Dispatcher
Mystic Dunes Resort
08.2011 - 12.2016
Associates in Arts Degree - undefined
Valencia Community College
High School Diploma - undefined
Osceola High School