Janet Guillen-Rosas
Riverbank
Summary
Dedicated customer service professional with over ten years of experience in diverse settings, including supervisory and office assistant roles. Proven ability to lead teams, manage complex customer inquiries, and streamline office operations. A bilingual (English/Spanish) communicator, adept at improving customer satisfaction and operational efficiency. Eager to contribute to, and grow with, your team.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Capital Staffing Solutions
Remote
11.2025 - Current
- Answering incoming calls from members enrolled in Medicare.
- Assist members with claims, access to care, help with scheduling appointments, going over authorization, billing, eligibility, benefits, searching provider, going over prescription formularies, and transportation.
- Recap conversations and keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions.
- Provide detail notes on members accounts.
- Provide great solving skills.
- Handle escalated calls.
- Perform inventory reduction.
- Coordinate membership changes such as member's primary care physician.
- Assist members with grievances and appeals.
- Engage member with wellness plan options.
- Blue Shield of California Remote, CA
Customer Service Representative
DHL
Tracy
02.2022 - 05.2025
- Resolve product or service problems: clarify the customer’s complaint, determine the cause of the problem, select and explain the best solution to solve the problems, expedite corrections or adjustments, and follow up to ensure resolution.
- Maintain customer records and update account information.
- Maintain financial accounts by processing customer adjustments.
- Prepare product or service reports by collecting and analyzing customer information.
- Assist with order and product management.
- Audit daily shipments to ensure all paperwork is completed and complies with government requirements.
- Tracy, CA
Externship
Hill Chiropractic
Modesto
06.2022 - 07.2022
- Handle and transfer medical records.
- Modesto, CA
Customer Service Representative
Aston Carter Staffing Agency
Remote
10.2021 - 12.2021
- Helped consumers with renewing health coverage for 2022.
- Enroll new consumers with health coverage.
- Provided basic information on the different health plans that are available.
- Remote
Home Aide
In Home Care Service
Castro Valley
03.2018 - 01.2021
- Prepared meals.
- Assist with shopping.
- Housecleaning.
- Transported Patient to and from appointments.
- Castro Valley, CA
Resident Service Coordinator
Campbell Crossing LLC
Fort Campbell
01.2017 - 12.2017
- Performed Daily inspection of vacant ready homes.
- Provided administrated support to the community office.
- Coordinated move-in/out dates and pre-move-in inspections.
- Facilitated move-out workshops.
- Fort Campbell, KY
Office Assistant
Express Staffing
Clarksville
08.2016 - 01.2017
- Greeted Customers.
- Managed filling system.
- Handle income calls.
- General office clerk.
- Clarksville, TN
Customer Service Representative: USAA Bank/Anthem Blue Cross
Teletech Call Center
Hopkinsville
07.2014 - 05.2016
- Answered calls.
- Assisted customers with all banking questions and needs.
- Maintained customer records by updating account information.
- Resolved product or service problems by clarifying the customer complaint.
- Helped customers select a primary physician.
- Provided EOB in detail.
- Processes monthly health plan payment.
- Updated all demographic information.
- Hopkinsville, KY
Area Supervisor
Ross Stores
Clarksville
07.2013 - 05.2014
- Trained employees to work efficiently to ensure smooth and continuous operations.
- Provided proper customer service by responding to their questions and complaints.
- Responsible for Front End control when needed.
- Ensured cash pick-ups and bank deposits were adhering to company policies and procedures.
- Open and Close store.
- Clarksville, TN
Office Assistant
PrideStaff
Modesto
01.2012 - 06.2012
- Welcomed and greeted all patients.
- Scheduled appointments.
- Checked in/outpatients.
- Facilitated patients flow by notifying providers of patient’s arrival and any delays.
- Modesto, CA
Education
Associate of Science - Medical Billing and Coding certificate
San Joaquin Valley College
Visalia, CA 08.2021 - 08/2022
High School Diploma -
John Muir Charter
San Jose, CA 08.2003 - 03/2004
Skills
- Type 40 or more wpm
- Excellent customer service
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- sap
- Avaya
- Shield advisor
- Outlook
- Ability to work under pressure
- Adaptability
- Excellent communication
- Leadership
- Bilingual: English, Spanish
References
Reference Upon Request
Timeline
Customer Service Representative
Capital Staffing Solutions
11.2025 - Current
Externship
Hill Chiropractic
06.2022 - 07.2022
Customer Service Representative
DHL
02.2022 - 05.2025
Customer Service Representative
Aston Carter Staffing Agency
10.2021 - 12.2021
Associate of Science - Medical Billing and Coding certificate
San Joaquin Valley College
08.2021 - 08/2022
Home Aide
In Home Care Service
03.2018 - 01.2021
Resident Service Coordinator
Campbell Crossing LLC
01.2017 - 12.2017
Office Assistant
Express Staffing
08.2016 - 01.2017
Customer Service Representative: USAA Bank/Anthem Blue Cross
Teletech Call Center
07.2014 - 05.2016
Area Supervisor
Ross Stores
07.2013 - 05.2014
Office Assistant
PrideStaff
01.2012 - 06.2012
High School Diploma -
John Muir Charter
08.2003 - 03/2004