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 and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Customer Service Representative - Remote, Contract
Exceed Corporation
2024.08 - 2025.06
- Registration Intake Call Center for various disasters - (FEMA)
- Listened, researched, addressed, and resolved customer inquiries
- Navigated multiple screens, while assisting caller on phone
- Addressed needs with empathy and compassion
- Informed applicant of pending forms needed to finish case processing
- Resolved complex TIER-2 calls effectively while resolving disputes or conflicts, finding resolution for caller
- Provided applicant with additional online resource information for Medicaid & SNAP program assistance
- C3MP and NICE CXone call center phone system experience
- Maintained knowledge of systems and adapted to new changes
- Set-up Home Inspections for damaged home, vehicle, and personal property damage
- Excellent Communication skills
- Documented caller interaction in CRM system file
Customer Service Representative
Stepping Stone Apt's
2023.06 - 2024.07
- Navigated multiple screens while assisting callers and tenants
- Utilized listening skills, provided caller with best solution to resolve tenant issues
- Resolved questions, complaints, concerning tenant issues
- Evaluated tenant documentation, ensured compliance with regulations, maintained organized files
- Utilized initiative and independent judgement while decision making
- Addressed inbound calls and made outbound calls
- Remained calm and professional dealing with angry callers
- Documented, maintained accurate confidential case file to read
- Assisted with cleaning and preparing apartments for new tenants
- Coordinated with maintenance teams, prepare apartments for tenants, for timely move-ins
Customer Service Representative – Remote, Contract
Katmai Government Services
2022.08 - 2023.05
- Registration Intake call center for various disasters - (FEMA)
- Utilized portal to verify applicant and assess requested needs
- Managed customer inquiries and resolved issues efficiently through strong communication skills
- Navigated multiple screens, while assisting caller on phone
- Listened, acknowledged, remained calm, and clarified issues
- Addressed and resolved complex TIER-2 calls finding satisfactory call resolution for caller
- NICE CXone and C3MP call center phone system experience
- Medicaid, Star+Plus, SNAP, and TANF online resource information provided on request
- High volume inbound and outbound disaster calls
- Explained program benefits, right to appeal, and fair hearings
- Utilized Initiative and Independent judgement
- Documented, maintained accurate case file for next agent to read
Customer Service Representative – Remote, Contract
Insight Global
2021.02 - 2022.07
- Registration Intake COVID Funeral Call Center - (FEMA)
- Navigated multiple screens while assisting caller on phone
- Identified and resolved discrepancies and errors in customer file while verifying
- Informed applicant of pending forms to finish case processing
- Assisted caller with navigation of their account
- Resolved complex TIER-2 support inquiries
- Handled high-volume inbound calls, registration intake & helpline
- Medicaid, SNAP, Star Plus, and TANF online resource information provided on request
- De-escalated calls by listening, remaining calm, clarifying issues
- Provided bilingual support to disaster survivors, assuring clear communication for diverse clients
- Compiled, prepared, submitted, maintained accurate records in accordance with agency policy
- Documented case file, after each Registration Intake or helpline call
Customer Service Representative – Remote, Contract
IRS – Internal Revenue Service
2020.09 - 2021.02
- Registration Intake Call Center and helpdesk
- Resolved customer inquiries through effective communication
- Handled escalated calls efficiently
- Navigated multiple screens while assisting caller
- Handled high volume inbound/outbound calls
- Assisted caller with their credentials and login process
- Identified customer needs, provided patience, understanding, and compassion
- Clarified information, researched every issue, and provided solutions
- De-escalated calls by listening, acknowledging, remaining calm, clarifying issues
- Followed call center 'scripts' when researching and or handling different customer inquiries
Customer Service Representative – Onsite, Contract
Startek Global Solutions
2017.12 - 2019.05
- Registration Intake Call Center for various disasters
- Navigated multiple screens while assisting caller on phone
- Resolved customer inquiries through effective communication
- Listened, researched, clarified, and provided solutions
- Assisted caller with credentials, login process, and system navigation
- Worked well in a TIER 2 team setting, providing support and guidance
- Informed caller of pending forms to expedite case processing
- C3MP & CXone phone system software experience
- De-escalated calls by listening, remaining calm, clarified issues
- STAR+Plus, Medicaid, SNAP, and TANF online resource information provided on request
- Set priorities and managed time effectively
Medicaid Eligibility Intake Worker
Texas Department of Health and Human Service Commission
2015.04 - 2017.12
- 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
2012.08 - 2015.04
- 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
- Customer service
- Active listening
- Critical thinking
- Data entry
- Medicaid, STARPLUS
- SNAP & TANF
- Problem resolution
- EHR system
- Patient confidentiality
- Data entry proficiency
- Claims processing
- Call center experience
Timeline
Customer Service Representative - Remote, Contract
Exceed Corporation
2024.08 - 2025.06
Customer Service Representative
Stepping Stone Apt's
2023.06 - 2024.07
Customer Service Representative – Remote, Contract
Katmai Government Services
2022.08 - 2023.05
Customer Service Representative – Remote, Contract
Insight Global
2021.02 - 2022.07
Customer Service Representative – Remote, Contract
IRS – Internal Revenue Service
2020.09 - 2021.02
Customer Service Representative – Onsite, Contract
Startek Global Solutions
2017.12 - 2019.05
Medicaid Eligibility Intake Worker
Texas Department of Health and Human Service Commission
2015.04 - 2017.12
Medicaid Clerk II
Texas Department of Health and Human Service Commission
2012.08 - 2015.04
High School Diploma -
Pinconning High School