ZULEYKA GONZALEZ
El Centro,CA
Summary
Research Customer Service Analysis Complaint Resolution Quality Control Schedule Management Process Improvement Team Building Employee Training Dependable and service-oriented professional with expertise in processing and coding claims, ensuring all required criteria are met before eligible payments are issued to claimants. Proven track record of meeting targets, with strong analytical skills and attention to detail. Well-versed in working and collaborating in a fully remote professional environment. Knowledgeable and dedicated customer service professional with extensive experience in Unemployment industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Remote Claims Specialist/Customer Service Representative
MMC GROUP
07.2022 - Current
- Use of Multiple desktops: such as AWS and EDD.CA.GOV.com: Programs used such as Word, Excel,
- OTECH, Unisys (INFOIMAGE), Share point, CUBS, Outlook, Power Point, VCC, Nice IEX, Microsoft Teams,
- Zoom, Microsoft Authenticator, Mobile Pass+, Paycom, Hickory, Cornerstone, SAP Fieldglass
- CLAIMS SPECIALIST for UI Claims: confidentially reviewed and processed UI Claim Cases
- Made and received calls to Claimants and Employers
- Maximus, Remote
- Assist the California Employment Development Department in auditing claimant certification weeks for potential discrepancies and benefit overpayments
- Review and audit a claimant’s potential overpayment status based on complex financial information by evaluating wages and earnings
- Process claims with confirmed eligibility issues for potential adjudication/determination by the EDD
- Document findings, along with actions taken to supplement case notes
- Collaborate with subject matter experts to address unique issues
Caregiver
Home Support Services, IHSS
09.2019 - Current
- Assisted with dressing guidance, grooming, meal preparation and medication reminders
- Assisted clients with daily living needs to maintain self-esteem and general wellness
- Built strong relationships with clients to deliver emotional support and companionship
- Cleaned house, ran errands, managed laundry and completed weekly grocery shopping
- Engaged patients in meaningful conversation, socialization and activity while providing personal care assistance
- Assisted patients with self-administered medications
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs
- Transported individuals to events and activities, medical appointments and shopping trips
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels
- Transported patients via wheelchair to and from rehabilitation and daily activities.
Pupil Teacher
EL CENTRO ELEMENTARY SCHOOL DISTRICT
11.2016 - 06.2018
- Worked cooperatively with other teachers, administrators and parents to help students reach learning objectives
- Kept students on-task with proactive behavior modification and positive reinforcement strategies
- Incorporated exciting and engaging activities to achieve student participation and hands-on learning
- Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies
- Fostered team collaboration between students through group projects
- Completed daily reports, meal count sheets and attendance logs
- Implemented creative ways to foster curiosity for complex principles through hands-on learning and planned activities
- Supervised learning groups of students in classroom stations.
Babysitter
Self-employeed
01.2012 - 10.2016
- Coordinated playdates and outings to meet children's physical and social needs.
- Administered medications, following strict instructions from parents and medical labels.
- Planned fun outings and educational activities to keep children entertained.
- Played games, worked on puzzles, and read books to young children.
- Assisted with light housekeeping duties as well as running errands.
- Prepared healthy, age-appropriate snacks and meals.
- Established and maintained safe play environment for children.
- Communicated positively with children and guardians.
- Encouraged children to be understanding and patient with others.
- Assisted children with homework assignments and special projects across different subjects.
- Assisted with meal preparation, light housekeeping and laundry to support family with additional chores.
- Monitored children's play activities to verify safety.
- Identified warning signs of emotional and developmental problems in children.
Education
Certificate in Medical Coding & Billing - Medical Coding And Billing
University of Phoenix-Online Campus
Phoenix, AZ10.2022
Certificate in Accounting -
Center For Employment Training
El Centro, CA11.2011
High School Diploma - General Studies
Calipatria High School
Calipatria, CA06.2006
Skills
- Accounting
- Microsoft Word
- Microsoft Excel
- Microsoft Office
- Bilingual
- Computer skills
- Translation
- Home Care
- Caregiving (9 years)
- Medical Coding
- Medical Billing
- Spanish (10 years)
- Medical terminology
- Customer service
- Data entry
- Phone etiquette
- Communication skills
- Analysis skills
- English
- Call center (1 year)
- Certifications and Licenses
- First Aid CPR AED
- January 2023 to January 2025
- Assessments
- Home health aide skills — Proficient
- August 2021
- Providing care to patients in a home setting
- Full results: Proficient
- Nursing assistant skills — Familiar
- Providing nursing aid to patients using knowledge of relevant equipment and procedures
- Full results: Familiar
- Patient-focused care — Highly Proficient
- Responding to patient concerns with sensitivity
- Full results: Highly Proficient
- Work style: Reliability — Proficient
- February 2022
- Tendency to be reliable, dependable, and act with integrity at work
- Work motivation — Completed
- March 2022
- Level of motivation and discipline applied toward work
- Full results: Completed
- Sales skills — Proficient
- April 2022
- Influencing and negotiating with customers
- Customer focus & orientation — Familiar
- June 2022
- Responding to customer situations with sensitivity
- January 2023
- Customer service — Proficient
- Identifying and resolving common customer issues
- Call center customer service — Proficient
- Demonstrating customer service skills in a call center setting
- Medical receptionist skills — Proficient
- Managing physician schedules and maintaining accurate patient records
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
- Development in any professional field
- Microsoft PowerPoint
- Active Listening
- Computer Proficiency
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Languages
Spanish
Native or Bilingual
Timeline
Remote Claims Specialist/Customer Service Representative
MMC GROUP
07.2022 - Current
Caregiver
Home Support Services, IHSS
09.2019 - Current
Pupil Teacher
EL CENTRO ELEMENTARY SCHOOL DISTRICT
11.2016 - 06.2018
Babysitter
Self-employeed
01.2012 - 10.2016
Certificate in Medical Coding & Billing - Medical Coding And Billing
University of Phoenix-Online Campus
Certificate in Accounting -
Center For Employment Training
High School Diploma - General Studies
Calipatria High School