Samantha Quinonez
Moreno Valley,CA
Summary
Qualified Member Services Representative with 5+ years in fast-paced customer service and call center environments. Personable and professional under pressure. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively and mastering new skills. Ambitious, career-focused Member representative striving to achieve goals.
Overview
7
7
years of professional experience
Work History
Member Service Representative
Inland Empire Health Plan
Rancho Cucamonga, CA
07.2022 - Current
- Enhanced member relationships by providing excellent service during each interaction.
- Managed member conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop the best solution.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every member.
- Answered incoming member calls regarding provider inquiries, provider changes, complaints and general customer service.
- Engaged with members in an empathetic and professional manner at all times.
- Followed HIPAA guidelines when handling confidential member information.
- Attended regular training sessions on updates and changes within the organization.
- Consulted with member regarding needs and addressed concerns.
- Processed and assisted with Grievance and Appeals calls
Management Trainee
Airbnb
Los Angeles, CA
06.2020 - 10.2020
- Manage reservations
- Promptly reply to guest questions and needs
- Ensure a peaceful stay
- Service the unit, Sanitize the unit to ensure a safe and carefree environment
- Fulfil guests' requests providing clear instructions to make their stay as stress free as possible.
Guest Service Representative
Monterey Park
10.2017 - 11.2019
- Greeting guests, ensuring a warm welcome
- Providing front desk service to all guests
- Administrating Check-outs and Check-in
- Assigning rooms and communicating with Housekeeping to make sure rooms are serviced and any special guest requests are completed
- Processing payments
- Managing in-person, over the phone and emailed reservations, customer complaints
- Arranging large travel groups and book outs
- Taking care of administrative duties.
Education
High School Diploma -
Moreno Valley High
01.2010
Skills
- Data Entry
- Excel Microsoft
- Microsoft Access
- Analytical
- Leader
- Issue Resolution
- Teamwork /Collaboration
- Problem Solving / Critical Thinker
- Professionalism
- Articulate speaker
- Determined
- Call center
- Communicative
- Empathy
- Multitasker
- Customer care
- Time Management
- Quality Assurance
- Call handling
- System Documentation
- Gathering information
- Inbound Phone Call Management
- Interpersonal Skills
- Call documentation skills
Timeline
Member Service Representative
Inland Empire Health Plan
07.2022 - Current
Management Trainee
Airbnb
06.2020 - 10.2020
Guest Service Representative
10.2017 - 11.2019
High School Diploma -
Moreno Valley High
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