GABRIELLE RODRIGUEZ
Avondale
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of a team to reach personal and business goals. Known for successfully handling escalated customer support issues. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Communicative Service Advocate with the belief that the customer is always right. Committed to ensuring each customer has a pleasant experience and is satisfied with the products and services that were paid for. Courteous and warm with exceptional personal and customer service talents. Demonstrated to quickly learn and effectively apply new knowledge and skills.
Overview
10
10
years of professional experience
Work History
Hybrid Provider Service Advocate
UnitedHealth Group
11.2024 - Current
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Analyzed customers' issues and complaints and initiated corrective actions.
- Greeted each customer and solved all issues and complaints via face-to-face, through email or on phone.
- Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
- Delivered friendly service and offered expert support in every interaction.
Patient Care Advocate (PCA)
The Cigna Group
10.2023 - 01.2024
- Advocated for patients by offering remarkable assistance and patient care to new and well established patients by holding a high level of customer service and creating arrangements.
- Answered 40-50 inbound calls per day.
- Took payments.
- Provided claims status.
- Explained copays/deductibles.
- Over saw and facilitated patients prescriptions.
- Worked alongside pharmacists to fix issues with patients receiving their prescriptions.
- HIPAA compliant.
Customer Service Specialist
Thrive Energy
02.2020 - 04.2023
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Set up and activated customer accounts.
Team Lead
Harkins Theaters
03.2015 - 01.2019
- Delegated daily tasks to team members to optimize group productivity.
- Monitored team progress and enforced deadlines.
- Collaborated with management team to implement new work procedures or policies.
- Rotated through series of different stations based on team needs.
- Offered training and support to keep team members motivated and working toward objectives.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Education
Some College (No Degree) - Music
Southwestern University
Phoenix, AZHigh School Diploma - undefined
Tolleson Union High School
Tolleson, AZ05.2010
Skills
- Responding to Difficult Customers
- Call Documentation
- Data Entry and Maintenance
- Efficient and Detail-Oriented
- Upselling Products and Services
- Customer Data Confidentiality
- Courteous with Strong Service Mindset
- Customer Service
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Data Entry
- Verbal and Written Communication
- Customer Account Management
- Call Centers
- Process Optimization
- Customer Relations
Timeline
Hybrid Provider Service Advocate
UnitedHealth Group
11.2024 - Current
Patient Care Advocate (PCA)
The Cigna Group
10.2023 - 01.2024
Customer Service Specialist
Thrive Energy
02.2020 - 04.2023
Team Lead
Harkins Theaters
03.2015 - 01.2019
High School Diploma - undefined
Tolleson Union High School
Some College (No Degree) - Music
Southwestern University
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