Yesenia Ocejo

Conducted pre-trip inspections and operated vans safely along designated routes for ADA clients, ensuring timely arrivals and passenger satisfaction. Delivered courteous customer service, positively impacting the overall passenger experience during transit.

Conducted virtual health screenings and standard questionnaires over the phone with employees, patients, and members prior to their scheduled facility visits. Utilized remote call center software and secure databases to accurately input, update, and track health screening data in real time, adhering strictly to HIPAA policies.

Reviewed and processed program applications to determine participant eligibility in accordance with stringent grant guidelines and organizational policies. Maintained accurate records of client submitters and case statuses, and conversed with people from different cultures daily, providing high level of respect and patience with each interaction.

Served as a dedicated support representative for the Philips Lifeline medical alert service, handling a high volume of inquiries from seniors, caregivers, and healthcare providers. Assisted customers with the setup, troubleshooting, and testing of medical alert equipment, home communicators, and wearable pendant technologies, documenting interactions accurately in the CRM system.

Worked a seasonal position for a rock and cement plant as a receptionist and accounts receivable clerk. Aided clients/customers with ordering material for their construction projects, billed accordingly, and resolved discrepancies between patient accounts receivable balances and payment postings.

Handled a high volume of inbound calls from Toyota and Lexus customers, providing professional, high-quality support for auto loans, leases, and vehicle accounts. Maintained accurate records of customer interactions, account changes, and inquiries, and processed payments from customers according to established policies and procedures.

Seasonal front desk position at a motel; processed guest check-ins and check-outs efficiently. Maintained accurate records of room availability and reservations, and resolved customer issues quickly while maintaining a high level of professionalism.

Provided telephone customer service to UnitedHealth Group insurance members. Fielded inbound calls and addressed customers' requests, problems, concerns, and complaints quickly, accurately, and efficiently. Transferred to two other projects including Blue Cross Blue Shield, where responsibilities included insurance verification, billing, and coding.

Provided prompt and efficient telephone customer service and billing inquiries to AT&T U-verse customers. Used ACT's order processing system to input customer information and initiate orders to start new service or terminate existing service, and identified and researched problems to improve customer service.

Earned a High School Diploma from Douglas High School in 2013.