Elsa Espinoza
pomona
Summary
Customer Service representative with over twenty years' experience in telephone and face to face customer care. Experience with sales, clerical and administration work. Knowledgeable with major customer service software, handling customer complaints and maintaining a positive and friendly disposition. Recognized as a hardworking and adaptable team member who contributes to a successful work environment. Independent worker and self-sufficient.
Overview
24
24
years of professional experience
Work History
Customer Service Representative- Medi-cal
CalOptima Health
10.2025 - Current
- Provide accurate information regarding health benefits and services efficiently.
- Collaborate -with cross-functional teams to enhance customer service processes.
- Manage high call volume, ensuring timely response and effective resolution to all customer concerns.
- Develop strong product knowledge to provide informed recommendations based on individual customer needs.
- Address customer inquiries to ensure satisfaction and foster positive service experience.
- Provide members Medi-cal members community resources and assistance education.
Customer Service Representative (Member Services Call Center)
Kaiser Permanente
11.2017 - 03.2025
- Assisting in Facility Inquiry, Web Support, Eligibility Inquiry, Benefit Inquiry
- Processing premium billing, billing inquiries, EFT inquiry and plan reinstatement request
- Completed the Classification Assessment and Typing Test
- Demonstrated and received a 96% average customer satisfaction rating (to date)
- Assisted Medicare Senior Advantage Members with eligibility and benefit information.
- Assisted Medicare Members with Part A,B, C and D enrollment inquiries and qualifications.
- Provided Medicare members with Medicare seminar dates and registration for upcoming enrollment events.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Promptly responded to inquiries and requests from prospective customers.
Personal Banker/ Loan Officer/ Notary
Citibank
02.2010 - 11.2017
- Managed and supervised 11 branch employees
- Sales, marketing, and business administration
- Met monthly sales target and increased revenue
Personal Banker / Sr. Teller
Chase Bank
02.2002 - 12.2010
- Assisted customers in opening business and personal accounts
- Responsible for monthly sales quota
- Handled daily financial transactions, reports and private documents
- Adhere to all written policies and procedures, including polices of both the teller and personal banker position.
Education
Diploma - Medical Billing and Coding
North-West College
Pomona, CA11-2022
Medical Billing/ Medical Terminology
Westech College
Pomona, CA01.1999
Skills
- CA State Certified Notary- 2017
- 50 WPM Typist
- Bilingual
- Experience with Microsoft Word Office- Word & Excel
- Customer service
- Customer relations
- Payment processing
- Customer relationship management (CRM)
- Product sales
- Coordination
- Service upselling
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative- Medi-cal
CalOptima Health
10.2025 - Current
Customer Service Representative (Member Services Call Center)
Kaiser Permanente
11.2017 - 03.2025
Personal Banker/ Loan Officer/ Notary
Citibank
02.2010 - 11.2017
Personal Banker / Sr. Teller
Chase Bank
02.2002 - 12.2010
Medical Billing/ Medical Terminology
Westech College
Diploma - Medical Billing and Coding
North-West College