Luz Vanya Esteban
Chula Vista
Summary
Customer-focused professional with strong administrative, service, and problem-solving skills across diverse industries.
Overview
10
10
years of professional experience
Work History
Account Administrative Representative
Kaiser Permanente
08.2023 - 02.2025
- Streamlined the Medicare enrollment process by effectively managing and organizing application documentation.
- Ensured timely completion of daily tasks by setting priorities based on urgency levels.
- Managed a high volume of applications while maintaining attention to detail and adhering to tight deadlines.
- Maintained strict confidentiality of member information, adhering to HIPAA guidelines and company privacy policies.
- Maintained a high level of accuracy by conducting thorough reviews of enrollment applications, ensuring compliance with CMS regulations.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
Call Center Representative
SHARP Healthcare
09.2022 - 07.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Veterinary Receptionist
Coronado Vet Hospital
02.2022 - 09.2022
- Transcribed phone messages and relayed to appropriate personnel.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Checked patient insurance, demographic, and health history to keep information current.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Performed various administrative tasks by filing, copying and faxing documents.
Phone Sales Representative
AT&T
10.2021 - 02.2022
- Answered questions about company offerings with knowledgeable responses about products and services.
- Boosted customer satisfaction by providing knowledgeable product information and addressing concerns promptly.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Asked pertinent questions to understand customer requirements.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
Veterinary Receptionist
PESC
07.2021 - 10.2021
- Scheduled and confirmed patient diagnostic appointments, surgeries, and medical consultations
- Operated office equipment, such as voice mail messaging systems and used word processing, spreadsheet and other software applications to prepare reports, invoices, financial statements, letters, case histories, and medical records
- Provided excellent customer service to clients by answering phones promptly and courteously, addressing inquiries, and scheduling appointments
- Maintained records of all animals seen at the clinic including vaccinations, treatments, medications administered and other related services provided
- Provided support to other departments within the veterinary practice when needed
Veterinary Receptionist
VCA Emergency Animal Hospital
01.2020 - 06.2021
- Facilitated smooth daily operations by answering incoming calls, directing inquiries, and taking messages for veterinarians as needed.
- Assisted veterinarians in providing timely care to patients through effective communication and coordination of services.
- Reduced wait times for clients by promptly checking in patients upon arrival at the clinic.
- Assisted in training new staff members on reception procedures and software systems, contributing to overall team success.
- Maximized appointment availability by effectively coordinating schedules between multiple veterinarians and clients.
- Increased accuracy of medical records by diligently updating patient information during each visit.
- Checked patient insurance, demographic, and health history to keep information current.
- Performed various administrative tasks by filing, copying and faxing documents.
- Obtained payments from patients and scanned identification and insurance cards.
- Prepared and processed patient referrals and transfer requests.
Teller
Wells Fargo
01.2019 - 11.2019
- Assisted customers with deposits, withdrawals, and check cashing services in a friendly and efficient manner
- Balanced cash drawer and maintained full accountability for assigned cash on hand
- Developed strong customer relationships by providing excellent customer service and responding to inquiries promptly
- Verified the accuracy of customer account information prior to processing transactions
- Adhered to security and regulatory requirements surrounding financial transactions
- Identified fraudulent activity on accounts and took appropriate actions as needed
- Followed security protocols when opening and closing the branch office each day
Ticket Sales Representative
The Old Globe
03.2018 - 12.2018
- Directed guests to nearby attractions and distributed information on upcoming special events as part of venue's marketing strategy.
- Stocked ticket sales counter with brochures, rack cards and other promotional materials for guest use.
- Collaborated with team members to ensure smooth operations during high-volume periods.
- Maintained accurate records of transactions, reconciling daily sales reports for financial accuracy.
- Performed cash, card, and check transactions to complete customer purchases.
- Set up new sales displays each week with fresh merchandise.
Customer Service Cashier
KOHLS
10.2014 - 11.2017
- Maintained a clean and organized store environment, enhancing customer shopping experience.
- Educated customers about ongoing promotions and special offers, driving additional revenue for the store.
- Assisted in setting up promotional displays to attract customer attention towards specific products or brands.
- Processed returns and exchanges efficiently, ensuring customer satisfaction and trust in the company''s policies.
- Demonstrated adaptability when assigned multiple tasks such as cashiering duties or assisting in other store departments as needed.
- Contributed to loss prevention efforts by monitoring suspicious activities and reporting incidents as needed.
- Trained new employees on company policies, procedures, and best practices in retail customer service delivery.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Education
Southwestern Community College
Chula Vista, CAHigh School Diploma -
Montgomery High School
San Diego, CA06.2014
Skills
- Call center experience
- Data entry proficiency
- Customer service expertise
- Multitasking
- Problem-solving
- Time management
- Organizational skills
- Excellent communication
- Adaptability and flexibility
- Money handling
- Teamwork skills
- Microsoft office
- Administrative and office support
Education
true
Timeline
Account Administrative Representative
Kaiser Permanente
08.2023 - 02.2025
Call Center Representative
SHARP Healthcare
09.2022 - 07.2023
Veterinary Receptionist
Coronado Vet Hospital
02.2022 - 09.2022
Phone Sales Representative
AT&T
10.2021 - 02.2022
Veterinary Receptionist
PESC
07.2021 - 10.2021
Veterinary Receptionist
VCA Emergency Animal Hospital
01.2020 - 06.2021
Teller
Wells Fargo
01.2019 - 11.2019
Ticket Sales Representative
The Old Globe
03.2018 - 12.2018
Customer Service Cashier
KOHLS
10.2014 - 11.2017
Southwestern Community College
High School Diploma -
Montgomery High School
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