DEVONNIE AVELAR
POMONA
Summary
Experienced Customer Care Specialist with a proven track record of facilitating superior customer experiences by addressing concerns and resolving problems. Skilled in managing high call volumes while maintaining quality assurance standards. Proficient in Microsoft Office and experienced in team meetings, call volume analysis, verifying coverage, product education, and documentation. Possesses excellent communication and problem-solving skills, with a focus on achieving results and exceeding expectations.
Overview
7
7
years of professional experience
Work History
MEMBER SERVICES REPRESENTATIVE
INLAND EMPIRE HEALTH PLAN
11.2024 - Current
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions
- Maintained high-quality service by adhering to company policies and standards in all member interactions
- Investigated and resolved members inquiries and complaints quickly
- Assisted members with balance inquiries, ID card replacements, and questions about their health benefits
- Verified members health insurance information and personal information
CUSTOMER CARE SPECIALIST
SUPERCARE HEALTH INC
06.2019 - 05.2024
- Facilitated superior customer experience by addressing customer concerns and immediately resolving problems
- Trained new hires on customer care policies and procedures, resulting in improved customer satisfaction ratings
- Successfully managed high call volumes while maintaining quality assurance standards
- Assisted insurances, doctors office/hospitals, and patients with their medical equipment orders
- Collected co-payments, verified insurances, and responded to emails
CASHIER
Target
05.2018 - 05.2019
- Performed opening and closing procedures, such as counting cash register, restocking, and cleaning
- Operated cash register and accurately processed payments, returns, and exchanges
- Provided efficient and courteous service to customers
- Provided excellent customer service by greeting customers and offering assistance
- Resolved and de-escalated issues to address customer concerns
- Assisted with training and mentoring new team members
- Enforced store safety and cleanliness standards, reducing hazards
- Delivered exceptional customer service at all points of contact
Education
HIGH SCHOOL DIPLOMA -
Sierra Vista High School
06.2016
NURSING
Citrus College
Skills
- Microsoft Office
- MediTrac
- Cisco Finesse
- 45 WPM
- Call Volume Analysis
- Verifying Coverage
- Product Education
- Organization
- Fast Learner
- Multi-Tasking
Languages
Spanish
Full Professional
Timeline
MEMBER SERVICES REPRESENTATIVE
INLAND EMPIRE HEALTH PLAN
11.2024 - Current
CUSTOMER CARE SPECIALIST
SUPERCARE HEALTH INC
06.2019 - 05.2024
CASHIER
Target
05.2018 - 05.2019
NURSING
Citrus College
HIGH SCHOOL DIPLOMA -
Sierra Vista High School
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