Yvette Rosello
Miami Lakes
Summary
Professional bilingual customer service specialist with deep expertise in managing customer inquiries and resolving issues efficiently. Strong focus on teamwork and delivering results, adapting seamlessly to changing needs. Skilled in communication, problem-solving, and maintaining high standards of customer satisfaction. Dependable and flexible, ensuring smooth operations and positive customer experiences.
Overview
25
25
years of professional experience
Work History
Analyst II – Business Analyst for Benefit Load Unit
Florida Blue
09.2021 - Current
- Test and validate standard, non-standard, and custom benefit codes in Diamond Maintenance tool.
- Reviewing and validating ICB and Dashboard accumulator file for Diamond.
- Work assigned task independently, managing against deadlines and deliverables appropriately.
- Test and validate standard, non-standard, and custom benefits codes in Diamond Maintenance tool.
- Reviewing and validating ICB and the Dashboard accumulator file in Diamond.
- Work assigned task independently, managing against deadlines and deliverables appropriately.
Service Advocate V - Care Consultant Team
Florida Blue
03.2019 - 09.2021
- Provided answers to complex benefit questions, researching and resolving issues, inquiries and exceptions.
- Delivered extra information to members on their products as well as assisting with cost effective options available with the Affordable Care Act.
- Helped to triage specialist, nurses/community specialist, physicians, providers and members to follow up on inquiries, appointments and referrals.
- Helped to implement, excel and communicate successful LYFT program with Members.
- QIP winner throughout the year.
Medicare (Service Advocate)
Florida Blue
01.2014 - 03.2019
- Providing answers on benefits to members.
- Reviewing claims and billing inquiries.
- Updating members Primary Care Physicians
- Following up with members, physicians and other providers on past or current issues.
- Resolved customer inquiries through effective communication and problem-solving techniques.
Customer Service Specialist II
Wells Fargo, N.A.
11.2000 - 10.2011
- Responsible for responding from routine to complex inquiries and complaints from customers regarding their financial products and services.
- Assessed customer records and promoted or suggested alternative products or services that would better suit them.
Education
High School Diploma -
Miami Springs Senior High
Miami Springs, FLSkills
- Critical Thinking Skills
- Excellent Organizational Skills
- Computer Proficiency
- Word
- Multi-Tasking
- Ability to multi-task and handle several assignments concurrently while still meeting deadlines
- Strong organizational and time management skills
- Excellent verbal and written communication
Accomplishments
Received several recognitions and awards for excellence in customer service.
Additional Qualifications
- Ability to multi-task and handle several assignments concurrently while still meeting deadlines.
- Strong organizational and time management skills.
- Excellent verbal and written communication skills.
Awards
Received several recognitions and awards for excellence in customer service.
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Analyst II – Business Analyst for Benefit Load Unit
Florida Blue
09.2021 - Current
Service Advocate V - Care Consultant Team
Florida Blue
03.2019 - 09.2021
Medicare (Service Advocate)
Florida Blue
01.2014 - 03.2019
Customer Service Specialist II
Wells Fargo, N.A.
11.2000 - 10.2011
High School Diploma -
Miami Springs Senior High
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