Work experience

• CUSTOMER SUPPORT SPECIALIST

  Instawork

  2023.10-Current

  (3 years)

  Provided an excellent customer service experience and contribution to technological advancements by serving customers and participating in research at various technology companies and venues including Google, Tesla, the Levi’s Stadium, SAP Center and Palace Hotel Provided technical support to customers experiencing device issues Troubleshooted and resolved customer issues related to network connectivity, device access, and overall device functionality
• ADMINISTRATIVE SUPPORT ASSOCIATE

  Parent Institute for Quality Education

  2020.08-2021.05

  (10 months)

  Processed customer orders efficiently using Clover point-of-sale systems, including card and contactless payment processing Communicated effectively with supervisors regarding inventory levels and identified and reported potential safety hazards Resolved customer complaints effectively and professionally, ensuring customer satisfaction Provided comprehensive technical support to workshop participants via phone and chat, resolving a wide range of issues including connectivity, software and hardware malfunctions, as well as application installation and access issues Managed office supplies effectively, conducting biweekly inventory counts, ordering supplies as needed, and mailing materials to employees and participants Successfully collaborated with school principals, staff, and internal teams to roll out a parent workshop series. Responsibilities included leading marketing and promotional efforts, tracking daily and weekly progress, and coordinating workshop logistics Facilitated orientation sessions and coordinated parenting classes on Zoom for principals, school staff, and parents, ensuring smooth and effective program delivery Proficient in utilizing Google Workspace, Zoom, Adobe Acrobat, and Microsoft Office 365, including creating and maintaining Excel spreadsheets with accurate school and parent contact information. Utilized various Excel formulas for data analysis and reporting Consistently received positive feedback and compliments from parents and guardians on my interactions and service, demonstrating strong customer service skills and building positive relationships Answered a high volume of incoming calls, emails and chat requests. Met and exceeded departmental performance targets while providing excellent customer service measured by call quality standards and metrics Provided technical support and assistance by resolving member portal access issues, password resets and education on how to successfully navigate the member portal and utilize self-service tools Managed inquiries from members, providers, and representatives regarding benefits, claims, eligibility, grievances, and member information Delivered exceptional service: Exceeded departmental performance targets while resolving inquiries via phone, email, chat, and online portal assistance Ensured accurate member care: Verified and updated member information, monitored accounts for claim resolution, and coordinated care with internal departments and external agencies
• ACCESS OPERATIONS ASSOCIATE

  Stanford Healthcare

  2016.04-2017.09

  (a year)

  Advocated for member well-being; educated members on managed care options, connected them with specialists, and interceded with providers on their behalf Maintained compliance; adhered to healthcare regulations and resolved grievances, ensuring adherence to Department of Healthcare Services standards Answered and managed a high volume of incoming telephone calls and maintained a workqueue of physical therapy referrals including occupational therapy, speech therapy, and neurological rehabilitation. Documented and routed calls accurately as needed Provided technical support including guidance on how to obtain and upload medical records and other necessary documentation for insurance authorization purposes via EPIC and other online portals Performed new patient registration and coordinated outpatient appointment scheduling across multiple departments and specialties. Utilized reference documents and online knowledgebase tools to prioritize scheduling. Distributed new patient packets Obtained insurance authorizations and communicated status updates (approvalsand denials) to patients and physicians. Requested electronic records efficiently in EPIC. Identified urgent customer needs or operational issues and escalated them appropriately Efficiently navigated medical records to coordinate with physicians and other providers for timely scheduling Consistently received positive feedback and compliments from patients regarding my professionalism, helpfulness, patience and overall quality of service Met and exceeded departmental quality assurance standards, ensuring exceptional call quality

Educational experience

• Mission College

  CERTIFICATE
• Chabot College

  LIBERAL ARTS(emphasis in social andbehavioral sciences)

Certificates