TABETHA N LEDESMA
Houston,TX
Summary
With the most gratitude I'd like to accomplish a long term career in the work field with an organization that will allow me to grow, strengthen, and expand my skills acquired in training. I am dependable and skilled problem solver with critical thinking abilities and a self motivated nature. Trusted, focused, and versed in customer relations. Comfortable with managing operation and service calls with the ability to multitask when necessary.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
TTEC - HealthCare Solutions/OptumRX PHARMACY
01.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
GENERAL LICENSED AGENT
TTEC/UNITED HEALTH CARE MEDICARE
10.2023 - 12.2023
- Spearheaded efforts to streamline workflows within the office environment, increasing overall efficiency while reducing costs.
- Delivered informative presentations at community events, promoting awareness of available insurance products and services.
- Reviewed and executed confidential documents, contracts and disclosures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Developed new business and managed new and existing clients.
Claims Evaluator for Bank of America
TTEC
01.2023 - 09.2023
- Evaluated recent claims for clarification, submitted secondary claims if necessary.
- Conducted regular reviews of existing evaluation frameworks, identifying areas for improvement or adaptation based on changing circumstances or needs.
- Implemented quality control measures that significantly reduced errors in evaluations and reports.
- Streamlined the evaluation process for increased efficiency, leading to faster decisionmaking.
Customer Service Representative
TTEC/FIRST LINE BENEFITS
12.2022 - 01.2023
- Handled inbound for customers to place their orders with credits on their health care plan.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
GENERAL LICENSED AGENT
TTEC/UNITED HEALTH CARE MEDICARE
06.2022 - 12.2022
- Assisted with Inbound calls to accommodate medicare recipients to acquire health coverage for the coming year.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Receiver/ Clerical
Costco Logistics
09.2021 - 11.2021
- Assigned merchandise to the appropriate area
- Confirmed All labels to have identical PO numbers
- Applied Cancellation tags to products that has been cancelled per member request
- Prepared accurate shipping orders and bills of lading to direct and route materials
- Assorted proper connections in a timely manner for material that was shipping out of the warehouse the next morning.
Package Handler
FedEx
06.2021 - 08.2021
- Assisted in loading delivery trucks with prepared packages
- Protected company inventory by maintaining and organizing storage areas
- Disposed of debris and hazardous materials properly to avoid contamination
- Used scanners to properly scan packages into the system before assorting them to pallets for Drivers.
Merchandise Associate
Costco Wholesale
11.2020 - 02.2021
- Kept work areas professional, organized and clean
- Moved merchandise to retail areas and added new products to shelves, racks and bins in neat and well-presented fashion
- Greeted store customers, offered assistance and thanked each for patronage
- Assisted in gathering and moving materials and equipment for assigned displays
- Reorganized sales floor to optimize customer flow and improve product visibility
- Printed labels and tags for for-sale merchandise
- Transported and positioned floor displays with pallet jacks.
Enumerator
Census Bureau
05.2020 - 07.2020
- Located and approached households and requested participation in census interview, thoroughly explaining process and purpose
- Explained survey functions and objectives
- Promoted census significance and rights of participation to prospective interviewees through follow-up calls or in-person visits to address non-responsive initial interview
- Generated accurate and complete reports and case summaries and compiled work records, including required statistics.
Shopper
Amazon
01.2020 - 04.2020
- Maintained positive relationships with grocery store personnel by being consistently professional and friendly
- Practiced clean and sanitary shopping with minimal product handling and used safety kits diligently to protect customers and others
- Bagged groceries carefully to keep products in perfect condition, separated fragile products and kept frozen and perishable foods cold or fresh.
C.N.A
Medical Resort
03.2018 - 08.2018
- Communicating with staff on patient needs, grooming, assisting with daily living activities.
- Assisted patients with daily living activities, promoting independence and dignity.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
C.N.A - Rooming Patient
Paramount Senior Care Center
09.2016 - 02.2018
- Assisted with feeding, grooming, ambulating, and verbal communicating messages for patient requests.
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
Education
Some College (No Degree) - GENERAL LINE INSURANCE
TTEC College of Insurance
REMOTE/WORK FROM HOME Associate of Arts -
Houston Community College
Houston, TX12.2021
No Degree -
Health Care Career Academy/CERTIFICATE PROGRAM
Pasadena, TX02.2018
CNA CERTIFICATE Program
HOUSTON TX08.2016
Skills
- Venipuncture
- Perineal Care
- Pregnancy Tests
- Capillary Punctures
- Denture Care
- PPD Tests
- Rooming Patients
- Proficient in Microsoft
- Strep
- Butterfly Sticks
- 10 key touch experiences
- Syringe Draw
- Feeding Patients
- 7 years Customer Service
- Vaccine Apply
- Assisting with Ambulation
- Strong Verbal Communication
- Pap Smear Apply
- Hand Hygiene
- Urinalysis
- Microsoft efficient
- Sales experience
- Shipping Coordination
- Safety and Compliance
- Time management
- Package preparation
- Loading and unloading inventory
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Payment Processing
- Customer satisfaction measurement
Certificationslicense
- General Lines Agent, 2022, 03/31/26
- Phlebotomy Certified, 2018
- Certified Nurse Aid, 2015
Timeline
Customer Service Representative
TTEC - HealthCare Solutions/OptumRX PHARMACY
01.2024 - Current
GENERAL LICENSED AGENT
TTEC/UNITED HEALTH CARE MEDICARE
10.2023 - 12.2023
Claims Evaluator for Bank of America
TTEC
01.2023 - 09.2023
Customer Service Representative
TTEC/FIRST LINE BENEFITS
12.2022 - 01.2023
GENERAL LICENSED AGENT
TTEC/UNITED HEALTH CARE MEDICARE
06.2022 - 12.2022
Receiver/ Clerical
Costco Logistics
09.2021 - 11.2021
Package Handler
FedEx
06.2021 - 08.2021
Merchandise Associate
Costco Wholesale
11.2020 - 02.2021
Enumerator
Census Bureau
05.2020 - 07.2020
Shopper
Amazon
01.2020 - 04.2020
C.N.A
Medical Resort
03.2018 - 08.2018
C.N.A - Rooming Patient
Paramount Senior Care Center
09.2016 - 02.2018
Some College (No Degree) - GENERAL LINE INSURANCE
TTEC College of Insurance
Associate of Arts -
Houston Community College
No Degree -
Health Care Career Academy/CERTIFICATE PROGRAM
CNA CERTIFICATE Program
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