Yurydiana Betances
Orange County Credit Union
Stanton,CA
2
Languages
6
years of professional experience
Customer service professional with proven track record in delivering high-quality support in call center environment. Known for reliability and adaptability in meeting customer needs. Adept at fostering teamwork and achieving results through effective collaboration and customer engagement.
Work History
Call Center Customer Service Representative II
2 Years 3 Months- Handled 80+ inbound calls daily regarding members' bank account information while navigating multiple systems. Also made outbound calls to members needing call backs.
- Assisted members with daily requests, including account overviews, disputes, and payments.
- De-escalate members complaints to achieve customer satisfaction.
- De-escalated member complaints, ensuring resolution and enhancing customer satisfaction.
- Recognized for outstanding performance
- Honored as employee of the month for three months following training
- Employee of the month for 3 consecutive months right after training
Mortgage Customer Service
1 Year 10 Months- Answered and resolved over 80+ inbound calls a day regarding borrower home mortgages, navigating multiple screens and system applications.
- Conducted data research and analyzed mortgage contracts and impound accounts to identify discrepancies and ensure compliance.
- Provided empathy and all possible COVID relief assistance to impacted borrowers.
- Made outbound calls to provide updates on pending research and unresolved inquiries, enhancing customer satisfaction and trust.
- De-escalated complaints and leveraged available resources to secure financial benefits for borrowers, improving their overall experience.
- Processed electronic checks daily via the LIFT system.
Customer Service Representative
3 Months- Answered and resolved over 60+ inbound calls a day regarding member healthcare coverage, navigating multiple screens and system applications.
- Informed members about prior authorization status for medical procedures and special medical equipment, ensuring clarity and understanding.
- Educated providers and members on their specific Medi-Cal and Medi-Care plans.
- Filed grievances and reimbursement requests, facilitating resolution of member concerns.
- Educated providers and members on specific Medi-Cal and Medi-Care plans, enhancing their knowledge and access to coverage options.
Customer Service Representative
- Handled 30-40 inbound calls daily about Hyundai vehicle recalls, efficiently navigating multiple systems to provide accurate information.
- Processed customer reimbursement requests and guided customers on necessary documentation to initiate their claims.
- Resolved complex member inquiries regarding benefits, eligibility, claims, and authorizations with accurate guidance.
- Trained new representatives on call handling standards, documentation practices, and service workflows.
- Managed escalated service issues, coordinating resolution across departments and follow-up requirements.
Submissions Administrator
8 Months- Analyzed and submitted over 1,000+ prescription drug plans, med-supplement, and Medi-Care applications through a data entry system called GAIN.
- Confirmed and corrected discrepancies on applications through inbound and outbound calls with agents.
- Followed up on application status and provided updates to agents through outbound calls to commercial insurance carriers including United Healthcare, Care1st, Anthem Bluecross, Humana, LA Care, and Scan.
- Submitted corrections to healthcare carriers for various applications while ensuring compliance with HIPAA regulations.
Game Attendant
1 Month- Encouraged customer participation in arcade games to enhance engagement.
- Checked tickets to verify game eligibility and ensure smooth gameplay.
- Oversaw game operations to maintain a safe and enjoyable environment. to ensure policy was being upheld.
Education
High School Diploma
Skills
Microsoft 365
Outlook
Data analysis
Customer Relations
Client engagement
Problem Solving
Bilingual
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Call Center Customer Service Representative II
Orange County Credit Union
01.2022 - 04.2024Read More
Mortgage Customer Service
U.S. Bank National Association
12.2019 - 10.2021Read More
Customer Service Representative
Caloptima
08.2019 - 11.2019Read More
Customer Service Representative
JNR Inc.
08.2019 - 08.2019Read More
Submissions Administrator
Applied General Agency
10.2018 - 06.2019Read More
Game Attendant
RCS Orange County Fair
07.2018 - 08.2018Read More
Santiago High School
High School Diploma
Read More