LUZ DE LA ROSA
Georgia
Summary
Healthcare Contact Center professional with experience supporting high-volume member services, complex issue resolution, and operational performance goals. Skilled in reporting, data tracking, trend analysis, and process improvement using Excel, Cognos, and Tableau. Experienced in KPI monitoring, quality standards, and cross-functional collaboration to support contact center operations. Bilingual in English and Spanish.
Overview
5
5
years of professional experience
Work History
Customer Service Representative II
KAISER PERMANENTE
Duluth, GA
06.2025 - Current
- Provide Tier II support in a high-volume healthcare contact center, assisting members with benefits, claims, billing, Medicare, and account inquiries.
- Resolve complex issues through research, documentation, and timely resolution while meeting quality standards.
- Track workflow trends and operational data using Excel and reporting tools to support performance analysis and process improvements.
- Collaborate with teams to identify service trends, resolve issues, and support contact center goals.
Customer Service Representative I
APEX SYSTEMS
Duluth, GA
08.2024 - 06.2025
- Managed high-volume member interactions while meeting productivity, quality, and service standards.
- Documented cases, tracked resolutions, and escalated issues to support timely resolution.
- Maintained accurate data records to support reporting, workflow tracking, and operational analysis.
- Identified recurring service trends and supported process improvements to enhance customer experience.
- Transitioned from temporary assignment to permanent Kaiser Permanente position based on performance and operational knowledge.
Technical Support Specialist
ALORICA INC.
Dominican Republic
01.2023 - 04.2024
- Provided technical support for Verizon customers through live chat, resolving device, service, billing, and account issues.
- Managed high-volume interactions while meeting quality, productivity, and customer satisfaction goals.
- Documented cases, analyzed trends, and escalated issues to support process improvements.
Claims Processor
TELEPERFORMANCE
Dominican Republic
09.2021 - 01.2023
- Processed FedEx Ground claims by reviewing documentation, analyzing case details, and coordinating resolutions.
- Maintained accurate records, tracked claim statuses, and ensured timely claim processing.
- Used Microsoft Excel to organize data, monitor workflows, and support reporting activities.
- Analyzed trends to improve accuracy and efficiency in claim resolution processes.
Education
Marketing & Business Management Coursework
Universidad Tecnológica De Santiago (UTESA)
Dominican RepublicHigh School Diploma / GED Equivalent - Accounting and Finance
CEGES
Dominican RepublicTechnical Certificate - Management and Marketing
CENTU
Dominican RepublicEnglish Immersion Program Certificate -
Universidad Abierta Para Adultos (UAPA)
Dominican RepublicSkills
Contact Center Operations & Member Support
Workforce Management Support
Performance Metrics & KPI Tracking
Operational Reporting & Data Management
Microsoft Excel (Data Tracking, Reporting, Pivot Tables)
Cognos & Tableau Reporting Tools
Trend Identification & Process Improvement
Quality Assurance & Compliance Standards
Schedule & Workflow Coordination Support
Data Entry & Documentation Accuracy
Issue Resolution & Escalation Support
Healthcare Benefits & Claims Support
Customer Experience Improvement
Cross-Functional Collaboration
Technical Troubleshooting
Bilingual Customer Support (English/Spanish)
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Service Representative II
KAISER PERMANENTE
06.2025 - Current
Customer Service Representative I
APEX SYSTEMS
08.2024 - 06.2025
Technical Support Specialist
ALORICA INC.
01.2023 - 04.2024
Claims Processor
TELEPERFORMANCE
09.2021 - 01.2023
Marketing & Business Management Coursework
Universidad Tecnológica De Santiago (UTESA)
High School Diploma / GED Equivalent - Accounting and Finance
CEGES
Technical Certificate - Management and Marketing
CENTU
English Immersion Program Certificate -
Universidad Abierta Para Adultos (UAPA)
ADDITIONAL INFORMATION
- Interested in Workforce Management, Operations Analytics, and Contact Center Performance Improvement
- Experienced supporting KPI-driven environments and operational reporting activities