Summary

Work experience

• Medicare Member Services Supervisor

  Florida Blue

  2023.07-2025.05

  (2 years)

  • Coordinated cross-functional collaboration with partners to analyze member interactions and support business needs • Organized and managed complex data reports and documentation, ensuring accurate tracking of key business metrics • Led remote team meetings and maintained communication across departments to achieve service objectives • Demonstrated strong business etiquette while interfacing with diverse stakeholders and team members
• Customer Service Advocate / Acting Supervisor

  Verizon Wireless

  2018.08-2023.03

  (5 years)

  • Delivered comprehensive training programs to team members on complex service solutions and business processes • Organized and tracked service documentation and metrics to support operational decision-making • Coordinated with multiple departments to implement process improvements and maintain collaborative relationships • Managed remote teams across different locations, showcasing adaptability and communication excellence
• Medicare Provider Relations Advocate / Sr. Operational Trainer

  United Healthcare

  2013.03-2018.06

  (5 years)

  • Designed and facilitated business training programs focusing on communication skills and process knowledge • Supported Spanish-speaking customers, demonstrating international cultural awareness and multilingual capabilities • Organized training materials and documentation while coordinating with various departments for program delivery • Refined training content based on feedback, showing attention to detail in document preparation and revision

Projects

• Web and app ticket feature

  Project lead

  2020.09-2023.02

  (2 years)

  To provide global Verizon customers a convenient way of getting their questions answered and issues resolved without having to wait on the phone or in chat. An agent will respond to the customer within one hour with an answer, solution, or question to help them understand the customer's question or issue thoroughly.

Educational experience

• Strayer University

  Business Administration and Management

  2018.12-2021.05

  (3 years)

  Completed a comprehensive business program focused on strategic management, leadership, and organizational operations. Gained expertise in areas such as human resources, marketing, finance, and business law. Developed critical thinking and problem-solving skills for dynamic business environments, with hands-on experience in managing teams, analyzing operations, and crafting business strategies.

Languages

Skills