Yvette Garcia
Corpus Christi,TX
Summary
Bilingual call center professional with expertise in healthcare and government settings. Skilled in customer service, data integrity, and confidentiality, with a proven ability to build customer relationships and resolve complex issues. Proficient in administrative tasks and compliance with HIPAA regulations. Dedicated to delivering exceptional service and solutions.
Overview
12
12
years of professional experience
Work History
Call Center Agent
The Midtown Group
Washington, DC
10.2024 - 05.2025
- Accurately input and update client information into FEMA systems, ensuring data integrity and consistency.
- Collaborated with team members to resolve discrepancies in client claims, resulting in a 15% improvement in data management processes.
- Maintained confidentiality and followed procedures for handling sensitive information, achieving consistent QA scores of 100%.
Call Center Agent Utilities
Continuum Global Solutions
Dallas-Fort Worth, TX
07.2024 - 09.2024
- Streamlined filing processes, improving document preparation efficiency by 20% while ensuring confidentiality.
- Handled inbound and outbound customer calls, delivering timely issue resolution and service excellence.
- Maintained professionalism and empathy in addressing customer concerns and complaints.
- Utilized CRM software to document customer interactions, ensuring precise tracking of inquiries and resolutions.
Service Coordinator
Superior HealthPlan
Corpus Christi, TX
05.2013 - 02.2024
- Educated clients on Star Plus program benefits, ensuring access for elderly and disabled individuals.
- Achieved 95% quality assurance through proactive complaint resolution, enhancing customer satisfaction by five percent.
- Provided bilingual support in English and Spanish to effectively serve diverse clientele.
- Navigated Medicaid policies and procedures to assist clients with healthcare needs and care coordination.
- Ensured 100% adherence to HIPAA regulations, maintaining client confidentiality and trust.
- Maintained precise records of services rendered to each client for accountability.
- Ensured compliance with all operational regulations to uphold service standards.
- Compiled comprehensive reports on quality assurance metrics to evaluate service effectiveness.
Education
Certificate - Medical Assistance
Career Centers
Corpus Christi, TX03.2010
Skills
- Medical terminology
- Microsoft Office
- Time management
- Medical Billing
- Medical Records
- Medical Scheduling
- Quality Assurance
- Research
- Hospital Experience
- HIPAA
- Multi-line Phone Systems
- Computer skills
- Intake Experience
- Communication skills
- Case Management
- Administrative Experience
- Managed Care
Languages
Spanish, Intermediate
Timeline
Call Center Agent
The Midtown Group
10.2024 - 05.2025
Call Center Agent Utilities
Continuum Global Solutions
07.2024 - 09.2024
Service Coordinator
Superior HealthPlan
05.2013 - 02.2024
Certificate - Medical Assistance
Career Centers
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