Open to opportunities

Yesenia Perez

@yeseniaperez

Message

Customer advocacy and operations leader resolving complex care and service issues.

United States

Message

What I'm looking for

I’m looking for a customer-focused operations role where I can resolve complex issues, lead or coordinate teams, and improve processes—working in a fast-paced environment that values clear communication and strong service outcomes.

I’m an operations and customer advocacy professional with experience leading teams, resolving escalated concerns, and coordinating solutions in fast-paced service environments. In my current Patient Care Advocate role, I serve as the primary point of contact for members, healthcare providers, and pharmacies—researching insurance plans, claims, prescription pricing, and prior authorizations to ensure accurate processing.

I thrive when decisions matter: managing critical, detail-oriented escalated cases; providing timely updates on delays and coverage issues; and coordinating across internal departments and external partners to prevent service disruptions and improve outcomes. Previously, I supervised daily hotel operations (front desk, housekeeping, and food & beverage), trained and coached teams, and handled real-time guest escalations—along with hospitality roles where I consistently delivered strong service in high-volume settings.

Experience

Work history, roles, and key accomplishments

Current

Bartender

Current

Bonefish Grill

May 2025 - Present (1 year 2 months)

Delivered exceptional guest experiences in a fast-paced, high-volume hospitality environment while balancing multiple priorities. Resolved guest concerns and collaborated with management and team members to maintain efficient operations during peak periods.

Hospitality Operations Service Excellence Guest Service Conflict Resolution Communication Guest Experience Customer Service Issue Resolution Team Collaboration

Patient Care Advocate

Cigna Health Insurance

Oct 2023 - Jan 2026 (2 years 3 months)

Served as a primary point of contact for members, healthcare providers, and pharmacies, resolving complex benefits, prescription, and coverage concerns. Researched insurance plans, claims, medication pricing, and prior authorizations to ensure accurate processing and timely member updates.

Customer Advocacy Escalation Management Claims Analysis Prior Authorizations Prescription Coverage Resolution Cross Functional Collaboration CRM Systems Customer Service Claims Processing Prior Authorization Review Process Improvement Documentation

Language and Cultural Ambassador

Spanish Ministry of Education

Oct 2022 - Jun 2023 (8 months)

Delivered weekly English instruction to approximately 300 K–6 students by designing interactive curricula and tailoring lessons to multiple proficiency levels. Co-led ESL activities with special education support staff and collaborated with families and staff to support inclusive and culturally integrated learning.

ESL Instruction Curriculum Design Inclusive Education Special Education Support

Operations Supervisor

Hilton Garden Inn

Mar 2018 - Mar 2020 (2 years)

Supervised daily hotel operations across front desk, housekeeping, and food and beverage, managing a team of up to 25 employees. Handled guest escalations and service recovery, coordinated group booking logistics, trained staff on service standards and procedures, and supported compliance and operational reporting.