Open to opportunities

Yaimara Hedjila

@yaimarahedjila

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Experienced leader in customer service with a proven track record.

United States

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth and leadership.

As an experienced leader in customer service, I have guided large teams of customer service representatives for over five years. My dedication to providing top-notch customer support has enabled me to implement effective customer feedback systems that enhance service quality and strengthen customer relationships. I pride myself on my ability to form strong connections with both internal staff and external customers, fostering a positive and collaborative work environment.

In my most recent role as Outreach Lead at Molina Healthcare, I managed high volumes of inbound and outbound calls, ensuring that customer needs were met with clarity and efficiency. My previous experiences at Amerigroup and Ventech Solutions have equipped me with the skills to analyze call trends and develop tracking systems that improve follow-up processes. I am bilingual in Spanish and English, which allows me to communicate effectively with a diverse clientele.

Experience

Work history, roles, and key accomplishments

Outreach Lead

Molina Healthcare

Mar 2022 - Jul 2024 (2 years 4 months)

Managed large amounts of inbound or outbound calls made daily by agents. Identified customers' needs, clarified information, researched, and provided solutions and/or alternatives.

Customer Service Salesforce Communication Problem Solving Customer Relationship Management

Health Program Representative

Amerigroup

Oct 2019 - Mar 2022 (2 years 5 months)

Made outbound calls to members and offered them to complete a survey to help get medical benefits to better fit their medical needs. Documented surveys taken over the phone or via mail and filtered pending member cases.

Outbound Calling Documentation

Customer Service Representative

Ventech Solutions

Aug 2016 - Jun 2018 (1 year 10 months)

Worked directly with customers via phone to address questions, product issues, and order issues. Monitored and analyzed monthly call volume reports and identified trends.

Customer Support Excel

Customer Service Supervisor

Walmart

Aug 2012 - Jul 2016 (3 years 11 months)

Managed 3 customer service teams of 5+ customer service representatives and served as an escalation point for challenging customer issues. Refined customer service processes to improve customer service experience and outcomes.

Team Management Customer Service Supervision Process Improvement Conflict Resolution Hiring

Education

Degrees, certifications, and relevant coursework

University of Puerto Rico

Bachelor of Science, Hospitality Management

Studied Hospitality Management at the University of Puerto Rico, completing the program in 2012. Gained foundational knowledge and skills relevant to the hospitality industry.