Yvette Jimenez
Dallas,TX
Summary
Bilingual customer experience representative with strong problem-solving abilities and passion for helping others. Currently supporting members at Molina healthcare as a CER, delivering efficient, accurate, empathetic service in both English and Spanish. Skilled in using Genesys, Salesforce, QNXT, and Verint to manage member inquiries, resolve issues, and promote satisfaction. Know for maintaining professionalism, patience, and strong communication skills in a fast-paced call center environment.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Molina Healthcare - Customer Experience Representa
Molina Healthcare
Sacramento, CA
10.2023 - Current
- related to eligibility, benefits, authorizations, and provider information.
- Handle high-volume inbound calls using Genesys while maintaining professionalism and empathy.
- Accurately document all member interactions in CRM and QNXT systems.
- Educate members on plan benefits, My Molina portal access, and self-service tools.
- Resolve member issues effectively by researching concerns, submitting escalations, and following up as needed.
- Ensure HIPAA compliance and adhere to call quality standards monitored through Verint.
- Participate in ongoing training to stay current with policy updates and system changes.
- Promote member satisfaction by delivering accurate information and de-escalating challenging situations calmly and professionally.
Customer service representative
SWC
Carrollton, TX
07.2022 - 09.2023
- SWC group
- Maintained up-to-date knowledge of product and service changes
- Managed timely and effective replacement of damaged or missing products
- Cross-trained and provided backup support for organizational leadership
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
High school diploma -
Evolución charter school
Sherman, st Richardson, txSkills
- Exceptional Customer Service Skills
- Problem-Solving Abilities
- Good communication
- Always Do More than Expected
- Active listening
- Clear communication skills
- Multitasking
- Microsoft Office
- CRM
- Kronos
- Microsoft Teams
- CVS Caremark
- adaptability and the ability to acquire new skills efficiently
Certification
- Certified customer service, SWC- July 2022 may 2023
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Molina Healthcare - Customer Experience Representa
Molina Healthcare
10.2023 - Current
Customer service representative
SWC
07.2022 - 09.2023
High school diploma -
Evolución charter school