Sandy Florez
Glendale
Summary
Professional with significant experience in member service and client advocacy. Demonstrates exceptional problem-solving abilities, effective communication skills, and strong focus on team collaboration. Reliable and adaptable, always ready to meet changing needs while ensuring high standards are maintained. Strong ability to build positive relationships, manage inquiries, and deliver results that align with organizational goals.
Overview
11
11
years of professional experience
Work History
Member Services Advocate
SCAN Health Plan
Remote, USA
11.2025 - 03.2026
- Resolved member inquiries efficiently, enhancing customer satisfaction and retention.
- Educated members on health plan benefits and services, ensuring accurate understanding of coverage options.
- Collaborated with cross-functional teams to streamline communication processes for improved service delivery.
- Managed high-volume inbound calls, addressing customer inquiries and concerns efficiently.
- Educated patients on healthcare services and insurance options to promote informed decision-making.
- Handled sensitive member information responsibly, adhering strictly to privacy regulations and guidelines.
Customer Service Representative
Transworld Systems Inc.
Remote, USA
02.2025 - 09.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by implementing feedback mechanisms to address concerns promptly.
- Provided bilingual support to customers, resolving inquiries and enhancing satisfaction.
- Managed customer communication through phone, email, and chat systems effectively.
Group Lead
SanMar
Avondale, AZ
01.2023 - 02.2024
- Demonstrated excellent organizational skills in planning, scheduling, and overseeing daily operations of the group.
- Facilitated team meetings, leading discussions with a focus on problem-solving and decision-making.
- Maintained a positive and encouraging attitude to motivate group members to achieve their goals.
- Utilized strong problem-solving and decision-making skills to effectively manage customer complaints and ensure customer satisfaction.
- Maintained accurate and up-to-date records of group progress, ensuring confidentiality and compliance with relevant regulations and policies.
- Successfully managed multiple projects simultaneously while adhering to tight deadlines.
Order Expediter
SanMar
Avondale, AZ
02.2020 - 01.2023
- Demonstrated excellent organizational skills by keeping track of multiple orders simultaneously.
- Ensured that all orders were packed correctly before being shipped out according to customer specifications.
- Processed orders for customers and mailed them promptly and accurately.
- Releasing daily orders.
- Worked collaboratively with colleagues to maximize efficiency in fulfilling customer orders.
- Interacted regularly with customers through phone calls or emails responding promptly their queries regarding product availability or status updates on orders placed earlier.
Customer Service Representative
SanMar
Avondale, AZ
03.2018 - 02.2020
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Processed orders, returns, and exchanges in an accurate and efficient manner.
- Updated and maintained database with accurate customer information and timely data entry.
- Navigated multiple computer systems and applications and utilized search tools to find information.
- Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials.
Customer Equipment Coordinator
U-Haul Corporate Headquarters
Phoenix, AZ
12.2016 - 03.2018
- Developed policies and procedures for the management, use, and maintenance of equipment.
- Prepared documents such as invoices, manifests, bills of lading, as required by law.
- Interacting with field personnel via phone, and e-mail.
- Communicating with customers, by making outbound calls, answering all incoming calls.
- Managing dashboards, reports and files as needed.
Receptionist
Kidz Connection Dental
Phoenix, AZ
05.2015 - 10.2016
- Used proper telephone etiquette, answered calls and caller questions, and transferred to proper extensions.
- Maintained accurate records of all incoming calls, messages, and visitors.
- Scheduled any necessary follow-up appointments, as directed by physicians.
- Actively monitored incoming calls, emails, and other forms of communication for potential appointment requests.
- Maintained a high level of professionalism when interacting with clients over the phone or via email.
- Responded to customer inquiries via telephone, email, and in person.
General Office Clerk
Age Care Limited LLC
Glendale, AZ
11.2014 - 04.2015
- Organized and maintained office filing systems to ensure efficient retrieval of documents.
- Maintain supply closet and restock offices as necessary, including inventory and ordering office materials.
- Developed strong customer service skills to assist with inquiries from internal and external contacts.
- Performed data entry tasks accurately and quickly using 10-key by touch technique.
- Answered incoming calls promptly and professionally while responding to customer requests for information or assistance.
Education
High School Diploma -
George Washington School
Ogden, UT05-2014
Skills
- Verbal and written communication
- Relationship building
- Multitasking and organizational skills
- Inbound and Outbound calling
- Bilingual in English and Spanish
- Adaptability and flexibility
- Microsoft outlook and excel
- Typing 55 wpm
LANGUAGES
Spanish Fluent
Timeline
Member Services Advocate
SCAN Health Plan
11.2025 - 03.2026
Customer Service Representative
Transworld Systems Inc.
02.2025 - 09.2025
Group Lead
SanMar
01.2023 - 02.2024
Order Expediter
SanMar
02.2020 - 01.2023
Customer Service Representative
SanMar
03.2018 - 02.2020
Customer Equipment Coordinator
U-Haul Corporate Headquarters
12.2016 - 03.2018
Receptionist
Kidz Connection Dental
05.2015 - 10.2016
General Office Clerk
Age Care Limited LLC
11.2014 - 04.2015
High School Diploma -
George Washington School