Yolanda Espejo
Maricopa
Summary
Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Offering 10 + years of service-focused experience.
Overview
13
13
years of professional experience
Work History
Customer Advocate II
Centene Corporation
07.2021 - Current
- Documented customer interactions to ensure accurate follow-up and resolution.
- Collaborated with team members to enhance customer service processes and workflows.
- Supported training initiatives for new hires by sharing best practices in customer interaction.
- Listened to customers in actively to assess issues and provide accurate information.
- Documented customer concerns and inquiry resolutions in internal computer system.
Credit Account Representative
CVScaremark
08.2016 - 02.2018
- Managed customer inquiries regarding credit accounts and payment options.
- Processed account adjustments and resolved discrepancies efficiently.
- Collaborated with cross-functional teams to enhance customer service protocols.
- Evaluated potential risks associated with extending credit to specific customers, making informed recommendations based on thorough analysis.
Customer Service Representative
Byram Healthcare
04.2012 - 01.2016
- Resolved customer inquiries efficiently, ensuring high levels of satisfaction and retention.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
High School Diploma -
Southern California Independent Studies
Lancaster, CACertificate - Medical Assistant
Antelope Valley College
Lancaster, CA08-2006
Skills
- Customer services
- Data entry skills
- Educating customers
- Conflict resolution
- Inbound / Outbound call management
- Healthcare assistance
Languages
Spanish
Native or Bilingual
Timeline
Customer Advocate II
Centene Corporation
07.2021 - Current
Credit Account Representative
CVScaremark
08.2016 - 02.2018
Customer Service Representative
Byram Healthcare
04.2012 - 01.2016
High School Diploma -
Southern California Independent Studies
Certificate - Medical Assistant
Antelope Valley College