Alailia Mallory Arausa
Glendale
Summary
Demonstrated expertise in enhancing customer service operations with a strong focus on process efficiency and satisfaction. Recognized for adept problem-solving and fostering team performance through clear communication. Committed to delivering high-quality service and continuous improvement in service delivery.
Overview
9
9
years of professional experience
Work History
Senior Customer Service Representative Lead
Optum
11.2025 - Current
- Managed account updates and maintained accurate customer records in CRM systems.
- Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
- Resolved customer inquiries regarding healthcare services, ensuring accurate information delivery.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed daily operations of customer service team ensuring high-quality support.
- Coordinated communication between departments to address customer issues promptly.
- Monitored service metrics to identify trends and areas for improvement.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Monitored team performance and provided feedback for improvement.
- Provided guidance and support to customer service representatives.
Customer Service Representative
Optum, UnitedHealth Group
Glendale
03.2022 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Handled customer inquiries via phone and email for healthcare services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved customer complaints promptly and efficiently.
- Collaborated with team members to improve service delivery processes consistently.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Supported sales team members to drive growth and development.
HIMS Manager /Central Supply Clerk/CNA
Genesis Healthcare/ St. Anthony's Healthcare
07.2017 - 03.2022
- Prepared unit and organizational supply documentation.
- Oversaw supply requests, accountability and receipts.
- Reviewed charts and flagged incomplete or inaccurate information.
- Processed medical records requests from outside providers according to facility, state and federal law.
- Created new physical and computer-based files.
- Obtained patient releases for dissemination of information.
- Assisted patients with mobility needs, including moving to and from beds, organizing wheelchairs and preparing assistive devices.
- Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
Education
Vocational License - Nursing Assistant Program
Bakersfield Adult School
Bakersfield, California01-2007
Skills
- Customer support
- Complaint handling
- Customer engagement
- Problem-solving
- Conflict resolution
- Task delegation
- Multitasking
- Prioritization
- Flexible and Adaptable
- Critical thinking
- Relationship building
- Production goal setting
- Problem solving
Timeline
Senior Customer Service Representative Lead
Optum
11.2025 - Current
Customer Service Representative
Optum, UnitedHealth Group
03.2022 - Current
HIMS Manager /Central Supply Clerk/CNA
Genesis Healthcare/ St. Anthony's Healthcare
07.2017 - 03.2022
Vocational License - Nursing Assistant Program
Bakersfield Adult School