Patricia Baeza
San Fernando,CA
Summary
Dynamic professional with a robust background in customer service, excelling in managing client inquiries and efficiently resolving issues to enhance satisfaction. Expertise in communication, problem-solving, and conflict resolution ensures a consistent track record of exceeding customer expectations. Highly adaptable and team-oriented, thriving in fast-paced environments while driving results. Committed to fostering positive customer experiences and contributing to overall team success.
Overview
33
33
years of professional experience
Work History
Customer Service Advocate III
Health Net Community Solutions
Woodland Hills, CA
09.1994 - Current
- Took incoming calls regarding routine inquiries involving multiple products from members and providers, while maintaining quality and productivity standards.
- Exercise independent judgment and effectively utilize company resources in resolving member and provider issues.
- Selected to assist with overflow of clerical work, from Lead and Support Unit using Microsoft Word, Excel, PowerPoint, and Access, while maintaining performance goals.
- Meet or exceed established department performance goals.
- Respond to inquiries relating to eligibility, claims, pharmacy, admissions, and provider services in a prompt and accurate manner.
- In charge of mailing and logging material requests for multiple products daily.
- Fax or mail out forms to members and/or providers as needed.
- Maintain Spreadsheet for Custom Point (system for ordering provider directories and other mailings)
- Health Net
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Educated clients on health plan options, benefits, and enrollment processes.
- Mentored junior staff on best practices in customer engagement and service excellence.
- Provided exceptional support to members by addressing inquiries and resolving issues efficiently.
- Processed claims and ensured compliance with policies, enhancing service quality for clients.
- Trained new staff on best practices in customer engagement and system navigation.
Interim Office Manager
Community Charter Elementary School
02.2020 - 07.2020
- Processed Timesheets Semi-Monthly and submitted to the Home Office by designated date on the payroll scheduler.
- Recorded daily attendance for School Staff in the attendance book
- Submitted monthly attendance report to the Home Office
- Coordinated Substitute teacher coverage by first communicating with teachers, then Assistant Principal, and Principal
- Supervised and delegated duties to Office Assistants
- Oversaw and recorded facility maintenance, responsible for vendor quotes and relations, maintained accurate record of all keys and assets that were distributed.
- Responsible for Credit Card Logs, Purchase Orders, Teacher Check Requests, and Paid Time Off Forms
- Sort through mail and distribute accordingly, delivered manual checks, deposits, and supporting documents to Home Office
- Maintain Petty Cash/Oversaw all fundraising funds collection.
- Responsible for the count, call-in, counting money, making list, and keying lunch counts into MealTime
- Responsible for the maintenance, storage, and security of all student files
- Responsible for inputting and maintaining student data into Power School and Cumulative Files (CUM)
- Assist with translations
- PUC Schools
- Completed bi-weekly payroll for 15 employees.
- Oversaw daily office operations, ensuring smooth workflow and efficient communication among staff.
- Implemented organizational systems for student records, enhancing accessibility and accuracy of information.
- Coordinated logistical support for school events, fostering community engagement and participation.
- Monitored inventory levels of supplies, ensuring adequate resources to support educational activities.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
Office Assistant
Community Charter Elementary/Middle School
01.2010 - 01.2020
- Assisted to manage office operations for 28 employees.
- Evaluated and secured vendor contracts for cleaning services, catering services, telephones, and office supplies based on pricing and value.
- Develop office policies and procedures for break rooms, mailroom and conference rooms to ensure consistent scheduling and organization.
- Organize, inventory, and order all supplies for office.
- Streamlined mail distribution and delivery process by centralizing all mail activity.
- Improved employee relations by implementing feedback process to ensure employee needs are met.
- Promote a positive work environment by scheduling office team building activities, including monthly potlucks
- Comply with all OSHA requirements for office safety and security.
- Utilize MS Office applications for inventory and tracking of office supplies and vendor relations.
- PUC Schools
Legal Secretary
Law Offices of Jacqueline, Esq.
02.1993 - 02.1994
- Managed all administrative and office duties for sole attorney's office.
- Developed automated systems and processes utilizing MS Excel and Access in order to efficiently manage client accounts.
- Drafted, prepared, and filed legal documents.
- Facilitated new client accounts through referral and leads program.
- Created and tracked all expenses and client account codes utilizing QuickBooks accounting software.
- Scheduled client appointments and maintained busy attorney calendar.
- Managed an average of 35 client accounts at a time.
- Law Offices of Jacqueline
- Managed case files and maintained organized legal documentation for efficient access and retrieval.
- Drafted correspondence, pleadings, and legal documents ensuring accuracy and compliance with legal standards.
- Led initiatives to enhance client service experience through proactive communication and timely follow-ups on inquiries.
- Maintained strict confidentiality of sensitive information to protect client privacy and uphold professional ethics.
- Answered and directed calls using multi-line switchboard.
Eligibility Representative
Amerimed
10.1992 - 01.1993
- Achieved ability to prioritize and coordinate multiple responsibilities.
- Assisted my peers with data entry to meet production standards, while maintaining my production standards.
- Maintained eligibility records for multiple employer groups.
- Relieved receptionists during breaks and lunches.
- Eligibility Department
- Communicated with clients to clarify information and resolve issues regarding eligibility status.
- Maintained accurate records in electronic systems, ensuring data integrity and confidentiality.
Education
Associate of Arts - Criminal Justice
University of Phoenix
Woodland Hills, CA01.2012
Certificate - Legal Secretary
Watterson College
Pasadena, CA01.1991
Skills
- Professional Office Assistant with over 20 years of administrative and customer service experience
- Excellent communicator and problem solver with demonstrated ability to promote a positive work environment
- Effective money manager with ability to evaluate and secure beneficial vendor contracts
- Organized, resourceful, and creative office/clerical assistant who stimulates and modifies task based on individual learning differences
- Bilingual team player who instills confidence in a positive environment to colleagues
- Clear and constant communicator among colleagues, and administrators with presentation skills
- Data entry
- Microsoft Excel
- Call handling
- Problem resolution
- Customer engagement
- Office administration
- Quality assurance
- Team leadership
- Eligibility verification
- Payroll processing
- Staff supervision
- Communication skills
- Time management
- Training development
- Record keeping
- Call center experience
- Administrative support
- Data collection
- Complaint handling
- Complaint resolution
- Computer proficiency
- Microsoft outlook
- Assertiveness
- Live chat support
- Multi-line phone talent
- Clerical support
- Payment handling
- Office equipment proficiency
- Report generation
- Shipping and receiving
- Inbound and outbound calling
- High-energy attitude
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Successfully completed HiPo Leadership Program
- Health Net Heroes Award 2009
Awards
Health Net Heroes Award- 2009
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Interim Office Manager
Community Charter Elementary School
02.2020 - 07.2020
Office Assistant
Community Charter Elementary/Middle School
01.2010 - 01.2020
Customer Service Advocate III
Health Net Community Solutions
09.1994 - Current
Legal Secretary
Law Offices of Jacqueline, Esq.
02.1993 - 02.1994
Eligibility Representative
Amerimed
10.1992 - 01.1993
Certificate - Legal Secretary
Watterson College
Associate of Arts - Criminal Justice
University of Phoenix