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Leticia
Customer Service & Case Management Specialist with 5+ years in Healthcare and Contact Centers
Video resume
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Competencies
Provided inbound and outbound customer support, resolving inquiries and issues effectively across multiple companies.
Tracked, responded to, and closed customer cases ensuring resolution and satisfaction.
Managed payroll, logistics for training events, and office administrative tasks.
Worked seamlessly in English and Spanish environments for customer and member interactions.
Scheduled and coordinated appointments for medical and dental services, following insurance procedures.
Education
Languages
Summary
Experienced in customer support, case resolution, and administrative functions within healthcare and contact center settings, fluent in English and Spanish.
Key Achievements
- Handled diverse customer service functions including account creation, reactivation, and troubleshooting across multiple roles.
- Resolved complex customer cases efficiently, consistently tracking and closing cases with minimal follow-up.
- Managed technical and administrative tasks such as payroll, training logistics, and medical appointment scheduling in bilingual environments.
Experience
Customer Service Agent
Received inbound calls for create new account, Enroll users under in trainings, courses, webinars., Extend certifies bases on the complete courses., Reset / reactivation accounts.
Case Manager Agent
Resolve Customer Open cases, Provide information about products/services, Issue tracking and respond via Outbound or email, Mail Assistance, Track every case and resolution to close cases, Troubleshooting downloading accounting reports.
Supervisor / Assistant Administration
Sent payroll information every 2 weeks, Provide technical assistance to the agents, Manage basis administration at the office., Organize job fair., Logistic assistance at training season.
Member Service Agent
Resolve Members Medical Concerning, Process PCP /IPA changes, Plan Coverages/Enrollment Information and Eligibility, Schedule appointments for Dental Services, Work from Home in English and Spanish
Virtual Medical Manager
Schedule appointments for Dental Offices, Follow up under Recalls List for appointments., Request PA for Dental Services with Insurance via phone/website, Create appointments after PA approvals with patients., Work from Home in English and Spanish