Dedicated professional with extensive experience in call center operations, healthcare navigation, HIPAA compliance, and team leadership. Proven track record of enhancing customer satisfaction and operational efficiency.
Expert in managing call center teams, optimizing workflows, and enhancing customer service quality.
Proficient in guiding clients through healthcare plans, enrollment, and benefits management.
Ensures strict adherence to privacy regulations, maintaining confidentiality and regulatory standards.
Skilled in providing empathetic, clear communication to resolve inquiries and foster positive relationships.
State of California – Health Benefit Exchange (Covered California)
Supervised 15+ agents handling healthcare coverage inquiries and enrollment support.. Led quality assurance initiatives and real-time coaching to improve call resolution times.. Oversaw HIPAA compliance and training for secure handling of medical information.. Acted as a liaison between executive leadership and frontline customer service teams.
Delta Dental Insurance Company
Provided support to providers and members regarding dental claims, benefits, and billing.. Maintained top-tier customer service metrics and HIPAA compliance.. Supported open enrollment and seasonal campaigns while mentoring junior reps.
American Homecraft
Conducted outbound calls to recover delinquent accounts and promote home improvement services.
The Money Store
Managed mortgage recovery efforts and created tailored repayment plans.. Ensured regulatory compliance (FDCPA) and maintained accurate documentation.
Associate of Arts
High School Diploma
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