Yesenia Corujo
Customer Support
Tampa
Summary
Dynamic Member Service Advocate with a proven track record at Convey Health, enhancing member satisfaction through effective communication and complaint handling. Skilled in payment processing and data entry, I foster teamwork and optimize workflows, driving consistent service delivery and improving overall team performance. Committed to delivering exceptional customer experiences.
Overview
12
12
years of professional experience
1
1
Language
Work History
Member Service Advocate
Convey Health
09.2024 - Current
- Improved member satisfaction by promptly addressing inquiries and providing accurate information.
- Trained new Member Service Advocates on company policies and procedures, leading to consistent service delivery across the team.
- Assisted Medicare members with payments and drug cost.
- Assisted with welcome calls and reassuring members questions and concerns were addressed.
Claim Processing Specialist
Wipro
10.2023 - 05.2024
- Enhanced claim processing efficiency by implementing new software and optimizing workflows.
- Streamlined communication between departments, ensuring timely resolution of complex claims.
- Coordinated cross-functional efforts between various departments during large-scale claim investigations.
- Ensured rigorous adherence to privacy regulations when handling sensitive client information during claim reviews.
Customer Service Representative
Computer Generated Solutions Inc.
05.2019 - 08.2023
- Identified and resolved discrepancies and errors in customer accounts.
- Assisted with issues with customer orders. Assisted with refunds and replacements
- Assisted with complaints and adjustments that were needed.
Team Lead
University of South Florida
08.2015 - 12.2018
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
Customer Service Representative
Winn Dixie
05.2013 - 06.2015
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
Associate of Arts - Business Administration And Management
Hillsborough Community College
Tampa, FL 05.2001 -
GED -
Jacksonville Job Corp
Jacksonville, FL 05.2001 -
No Degree - Business Office Tech
Jacksonville Job Corp
Jacksonville, FL 05.2001 -
Skills
Data entry proficiency
Complaint handling
Strong interpersonal skills
Call center experience
Payment processing
Dispute resolution
Member correspondence
Time management
MS office
Healthcare
Timeline
Member Service Advocate
Convey Health
09.2024 - Current
Claim Processing Specialist
Wipro
10.2023 - 05.2024
Customer Service Representative
Computer Generated Solutions Inc.
05.2019 - 08.2023
Team Lead
University of South Florida
08.2015 - 12.2018
Customer Service Representative
Winn Dixie
05.2013 - 06.2015
Associate of Arts - Business Administration And Management
Hillsborough Community College
05.2001 -
GED -
Jacksonville Job Corp
05.2001 -
No Degree - Business Office Tech
Jacksonville Job Corp
05.2001 -
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