RUBINA VALENZUELA
San Antonio,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Excellent communication and problem-solving skills
Overview
13
13
years of professional experience
Work History
Customer Service Representative - Remote, Contract
Exceed Corporation
San Antonio, TX
08.2024 - 06.2025
- Registration Intake Call Center for various disasters - (FEMA)
- Used company portal to authenticate and verify caller identity
- Informed caller of pending forms needed to expedite case processing
- Listened, researched, addressed, and resolved customer complaints and inquiries
- Handled inbound, outbound calls in a fast paced call center setting
- Resolved complex TIER-2 calls effectively regarding disputes and or conflicts
- Assisted caller with their credentials, login process, and navigating company website
- Navigated multiple open screens, while assisting caller on phone
- C3MP and NICE CXone in contact phone system experience
- Maintained knowledge of systems and adapted to new changes
- Medicaid, STAR+PLUS, SNAP and TANF online website resource information provided on request
- Documented each caller interaction in CRM system file
Customer Service Representative
Stepping Stone Apt's
San Antonio, TX
06.2023 - 07.2024
- Navigated multiple screens while assisting callers and tenants
- Utilized listening skills, provided caller with best solution to resolve tenant issues
- Documented questions, complaints and forwarded to leasing Manager
- Evaluated tenant documentations on their application
- Utilized initiative and independent judgement when assisting
- Addressed inbound calls and made outbound calls as needed
- Remained calm and professional dealing with angry callers
- Assisted with cleaning and preparing apartments for new tenants
- Coordinated with maintenance teams, for timely move-ins
Customer Service Representative – Remote, Contract
Katmai Government Services
San Antonio, TX
08.2022 - 05.2023
- Registration Intake call center for various disasters - (FEMA)
- Used company portal to authenticate and verify caller identity
- Informed caller of pending forms needed to finish case processing
- Assisted caller with their credentials, login process, and navigating company website
- Listened, remained calm, resolved complaints and issues
- Investigated and resolved TIER 2 calls effectively
- Maintained high standards of customer satisfaction
- Utilized strong communication skills to resolve customer inquiries
- Handled high volume inbound and outbound calls in a fast paced call center environment
- Navigated multiple screens, while assisting caller on phone
- NICE CXone in contact and C3MP call center phone system experience
- Medicaid, Star+Plus, SNAP, and TANF online website resource information provided on request
- Maintained detailed records of caller interactions, and resolution of issues
Customer Service Representative – Remote, Contract
Insight Global
San Antonio, TX
02.2021 - 07.2022
- Registration Intake COVID Funeral Call Center - (FEMA)
- Used company portal to authenticate and verify caller identity
- Handled inbound/outbound calls in fast-paced call center setting
- Navigated multiple screens while assisting caller on phone
- Identified and resolved discrepancies and errors in customer file
- Informed applicant of pending forms to finish case processing
- De-escalated complex TIER 2 calls by listening, remaining calm, clarifying issues
- Provided bilingual support, assuring clear communication for diverse clients
- Medicaid, SNAP, Star Plus, and TANF online website resource information provided on request
- Documented and maintained accurate case file, after each call
Customer Service Representative – Remote, Contract
IRS – Internal Revenue Service
San Antonio, TX
09.2020 - 02.2021
- Registration Intake Call Center and helpdesk
- Used company portal to authenticate and verify caller identity
- Resolved customer complaints and inquiries with empathy through effective communication
- Navigated multiple screens while assisting caller
- Handled high volume inbound/outbound calls
- Clarified information, researched every issue, and provided solutions
- Assisted caller with their credentials, login process, and navigating company website
- Followed call center 'scripts' when researching and or handling different customer inquiries
Customer Service Representative – Onsite, Contract
Startek Global Solutions
San Antonio, TX
12.2017 - 05.2019
- Registration Intake Call Center for various disasters
- Handled inbound and outbound calls in a fast-paced call center setting
- Resolved complaints and issues with empathy and effective communication
- Informed caller of pending forms to expedite case processing
- Assisted caller with credentials, login process, and system navigation
- Navigated multiple screens while assisting caller on phone
- C3MP & CXone phone system software experience
- Medicaid, STAR+Plus, SNAP, and TANF online website resource information provided on request
- Documented and updated all caller interactions for next agent to read
Medicaid Eligibility Intake Worker
Texas Department of Health and Human Service Commission
04.2015 - 12.2017
- Determined eligibility, case processed Medicaid, SNAP, STAR+PLUS and TANF
- Screened for Emergency eligibility
- Conducted interview and gathered information to determine eligibility
- Verified income, household family size, to ensure accuracy and completeness
- Facilitated effective communication between patients/families and their healthplans
- Processed renewals, retroactives, changes, overpayments, and adjustments
- Utilized TIERS state portal, documented after each case processed
- Attention to detail, time management and organizational skills
- Connected with other Social Service agencies to assist clients' additional needs
- De-escalated calls by listening, remained calm, clarified issue
- Assisted FEMA Registration Intake during Hurricane season
- Provided compassionate support to disaster survivors
- Enhanced disaster survivor recovery process, addressed complex recovery needs
- Explained State guideline rules, regulations, policy, and procedures
- Documented case file, maintained accurate and confidential client records after each interview
Medicaid Clerk II
Texas Department of Health and Human Service Commission
08.2012 - 04.2015
- Screened for emergency eligibility for STAR+Plus, Medicaid, SNAP, and TANF
- Facilitated effective communication between patients/families and their healthplans
- Verified income, HH family size, documented case file for continued case processing
- Ensured patients received timely assistance for healthcare needs by assisting case worker
- Collected appropriate consent pending forms from families/patients
- Evaluated information, explained state guideline rules, regulations, policy, and procedures
- Utilized state portal for incoming/outgoing electronic correspondence
- Provided FEMA with clerical support during hurricane season enhancing recovery process
- Put families in direct contact with available resources for unmet needs
- Provided additional disaster assistance for FEMA survivors thru internet resources
- Maintained confidentiality of case applications
Education
High School Diploma -
Pinconning High School
Skills
- Effective Communication
- Call Center Operations
- Active Listening
- Empathy & Compassion
- Inbound and Outbound Calls
- Patient Eligibility Verification
- Medicaid, STARPLUS, SNAP, TANF
- Registration Intake / Helpdesk
- NICE CXone & C3MP phone system
- Eligibility Determination
- Customer Support/Issue Resolution
- Critical Thinking
Timeline
Customer Service Representative - Remote, Contract
Exceed Corporation
08.2024 - 06.2025
Customer Service Representative
Stepping Stone Apt's
06.2023 - 07.2024
Customer Service Representative – Remote, Contract
Katmai Government Services
08.2022 - 05.2023
Customer Service Representative – Remote, Contract
Insight Global
02.2021 - 07.2022
Customer Service Representative – Remote, Contract
IRS – Internal Revenue Service
09.2020 - 02.2021
Customer Service Representative – Onsite, Contract
Startek Global Solutions
12.2017 - 05.2019
Medicaid Eligibility Intake Worker
Texas Department of Health and Human Service Commission
04.2015 - 12.2017
Medicaid Clerk II
Texas Department of Health and Human Service Commission
08.2012 - 04.2015
High School Diploma -
Pinconning High School