ASIA WATKINS
Palmdale
Summary
Customer service professional with over ten years of experience in customer and client facing roles. Outstanding interpersonal communication, problem-solving, and technical documentation skills with a positive attitude enable me to work efficiently and ensure an exceptional customer experience.
Overview
11
11
years of professional experience
Work History
Customer Solution Center Service Representative II
LA Care Health Plan
Los Angeles
02.2025 - Current
- Answering calls from members, providers, and potential members through different lines of business including Medi-Cal, LA Care Covered California, Dual Special Needs and PASC-SEIU plans.
- Resolves member issues regarding portal assistance, changing primary provider and clinics, authorization statuses, replacement of member materials, and coordination of care issues.
- Documenting calls using the proper database systems, QMEIS and IDT.
- Adhere to daily schedules, meeting call center metrics, and quality standards.
- Ensure compliance with Health Insurance Portability and Accountability Act regulations to protect personal information
Subject Matter Expert
Cigna Global Health Benefits
06.2022 - 03.2024
- Company Overview: Remote
- Utilize various softwares as a service to provide assistance to our members and team
- Answer general inquiries relating to pharmacy, benefits, eligibility, claims and finding providers
- Assist management with projects, create medical certification documents, and handle team shift queue by making outbound calls and answering emails to meet deadlines
- Prioritize and manage workload to meet team and individual metrics
- Remote
Esthetician
The Body Boutiq LA
06.2021 - 10.2022
- Created and managed beauty services calendar by answering phone calls and emails
- Educated clients on memberships, services, and products offered and upsold on these offerings
- Performed facials and specialty services, ensured spa rooms were cleaned and sanitized after services
Lead Beauty Advisor
Ulta Beauty
06.2018 - 04.2020
- Gained familiarity with products in the store to effectively promote and sell them
- Trained and provided support to new hires regarding the register system, daily goals, and performance expectations
- Ensured product placement on sales floor is optimized by resetting displays
Third Party Proposition Player
P.T. Gaming/Lucky Lady Casino
04.2016 - 11.2018
- Guaranteed casino dealers and clients were compliant with California Gambling Control Commission guidelines
- Calculated monetary gaming payout and collections on busy, live tables
- Provided customer service to clients, employees, and all casino staff at assigned tables
Sales & Operational Manager
Pacific Optimum Health
09.2014 - 06.2016
- Produce daily reports consisting of sales margins, current inventory, and customer feedback
- Conducted daily team meetings for productive and efficient work flow
- Addressed and resolved customer complaints empathically and professionally
- Monetary management: opened and closed registers, cash drops, and deposits
Education
California State University -
California State University
Associate of Arts - Communication
Santa Monica College
Skills
- Google Workspace
- Solution based problem solving
- Active listening
- Salesforce/IDT
- WebEx
- Time Management
Timeline
Customer Solution Center Service Representative II
LA Care Health Plan
02.2025 - Current
Subject Matter Expert
Cigna Global Health Benefits
06.2022 - 03.2024
Esthetician
The Body Boutiq LA
06.2021 - 10.2022
Lead Beauty Advisor
Ulta Beauty
06.2018 - 04.2020
Third Party Proposition Player
P.T. Gaming/Lucky Lady Casino
04.2016 - 11.2018
Sales & Operational Manager
Pacific Optimum Health
09.2014 - 06.2016
California State University -
California State University
Associate of Arts - Communication
Santa Monica College