Yanelys Gonzalez Gonzalez
New Albany,IN
Summary
- Dynamic professional with a background in customer service at Humana Insurance Company, excelling in active listening. Proven track record of enhancing customer satisfaction and consistently exceeding performance goals.
- Service operations professional with reputation for upholding high standards and delivering impactful results. Reliable independent and team player who adapts to changing needs and drives successful outcomes through strong communication and problem-solving skills.
- Hardworking and passionate employee.
- Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
- Detail-oriented individual who has demonstrated ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
14
14
years of professional experience
Work History
Consumer Service Operations Representative 2
Humana Insurance Company
03.2024 - Current
- Maintained thorough knowledge of Medicare and Medicaid Programs, focusing on the Medicare Savings Program and Low Income Subsidy Program in order to provide accurate information when educating customers and to help creating dual eligible Members.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Delivered prompt service to prioritize Member needs.
- Exhibited high energy and professionalism when dealing with Members.
- Met call guidelines and metrics for service levels, handle time and productivity.
- Exceeded professional and personal performance targets consistently through proactive customer outreach when needed.
- Contributed ideas during team meetings aimed at improving the overall effectiveness of the department's processes.
Customer Service Representative
Walgreens Boots Alliance
12.2023 - 03.2024
- Contributed to sales growth by attending customers at front register and the Photo Section.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery, paying closely attention to management's decisions.
Legal Advisor
Maintenance and Repair of Hydraulic Works Co
07.2020 - 03.2022
- Enhanced Company satisfaction with timely and accurate legal advice on various matters.
- Advised executive teams on proper corporate governance practices, minimizing legal exposure and liability.
- Managed complex cases effectively, prioritizing tasks according to the urgency and importance set by the Company.
- Trained junior team members on relevant industry best practices, fostering a culture of continuous learning.
- Collaborated with human resources and outside counsel to protect the Company from legal claims.
- Maintained strict confidentiality while managing sensitive information related to Company's legal affairs.
- Negotiated favorable settlements in high-stakes disputes, saving the Company time and resources in litigation.
- Reduced potential litigation risks by conducting thorough research and providing preemptive solutions to the Company.
- Offered in-house training to company personnel on relevant aspects of law.
- Assisted the Human Resource Department in drafting employee handbooks compliant with labor laws and regulations.
- Developed compliance best practices for the Company.
- Reviewed proposed legislation affecting the organization's interests, advocating for favorable policy changes when necessary.
- Monitored the legal regulations to keep the Company up to date with changing laws.
- Developed legal strategies to protect the Company interests and resolve disputes.
- Provided legal counsel to clients on diverse business, financial and civil matters.
- Conducted legal research and conferred with colleagues with subject matter expertise to develop strategies and arguments in preparation for presentation of cases.
- Filed timely case pleadings to meet firm deadlines.
- Analyzed legal documents and identified pertinent issues for the Company.
- Created and finalized contracts and other legal documents involving the Company.
- Negotiated settlements with opposing counsel.
- Drafted motions, petitions and waivers.
Owner of a Selling ArtCraft Local Business
Solo Proprietor
05.2019 - 03.2020
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Trained and motivated employees to perform daily business functions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Notary Public
Notary Public of San Miguel
09.2011 - 01.2018
- Drafted and executed notarial affidavits in accordance with applicable laws.
- Checked documents for accuracy and correct signing before notarizing.
- Maintained accurate records of all documents notarized to support accurate recordkeeping and reporting requirements.
- Followed proper protocol when notarizing documents, verifying signatures and dates for compliance.
- Checked documents and identifying credentials for all parties.
- Provided guidance to customers to facilitate completion of notarial documents.
- Developed strong relationships with repeat clientele, establishing trust and reliability in the provision of notary services.
- Looked for signs of fraud or coercion and refused notarization.
- Set up and managed appointments for client notary services.
- Developed a reputation for exceptional knowledge in handling various types of notarial acts, leading to increased client demand and business growth.
Education
J.D. - Law
University of Havana
Havana, Cuba07-2011
Skills
- Verbal and written communication in Spanish and English
- English/Spanish oral and written translation
- Active listening
- Time management
- Continuous improvement mindset
- Quality assurance
- Strong work ethic
- Customer service skills
- Attention to detail
- Multitasking and organization
- Computer skills
- Team collaboration
- Data entry
- Conflict resolution
- Performance goals
- Documentation and reporting
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
Consumer Service Operations Representative 2
Humana Insurance Company
03.2024 - Current
Customer Service Representative
Walgreens Boots Alliance
12.2023 - 03.2024
Legal Advisor
Maintenance and Repair of Hydraulic Works Co
07.2020 - 03.2022
Owner of a Selling ArtCraft Local Business
Solo Proprietor
05.2019 - 03.2020
Notary Public
Notary Public of San Miguel
09.2011 - 01.2018
J.D. - Law
University of Havana
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