Michelle Moreno
HCSC (Health Care Service Corporation)
CHICAGO,IL
10
years of professional experience
Bilingual Customer Advocate II with over 6 years of experience delivering exceptional customer service across healthcare, financial services, and retail environments. Skilled in member advocacy, benefits education, claims research, conflict resolution, and building positive customer relationships. Recognized for supporting key initiatives including CAHPS, Member Outreach, and new hire development as a Learning Coach. Committed to providing compassionate, solution-focused service while consistently meeting quality and performance goals.
Work History
Customer Advocate II
2 Years 2 Months- Delivered exceptional service on benefits, claims, eligibility, billing, and provider networks, enhancing member understanding and satisfaction.
- Supported CAHPS initiatives through high-quality member interactions, contributing to improved member satisfaction ratings.
- Manage member voicemail return calls, ensuring timely follow-up and complete resolution.
- Managed member voicemail return calls, ensuring timely follow-up and resolution of inquiries to enhance member experience.
- Participate in SIM calls, coaching new hires through simulated interactions and providing constructive feedback.
- Serve as a Learning Coach (LC) at the Pilsen site, mentoring and supporting new hire classes.
- Partner with the Training Specialist by providing classroom support and reinforcing learning objectives.
- Collaborate with cross-functional teams while maintaining HIPAA compliance and accurate documentation.
Financial Representative
1 Year 10 Months- Processed loan applications and financial transactions with accuracy and attention to detail.
- Conducted daily outreach to more than 50 customers, ensuring timely resolution of overdue balances.
- Investigated and resolved complex customer issues, maintaining account integrity and fostering positive customer experiences.
- Managed front desk operations, providing exemplary service and support to all visitors.
Customer Service Associate
4 Years 3 Months- Delivered customer service, managed cash transactions, addressed customer complaints, and oversaw operations when the manager was unavailable.
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues.
- Trained new associates on company policies, procedures, and best practices for customer interactions.
Education
High School Diploma
Skills
Customer engagement
Problem Solving
HIPAA Compliance
Microsoft Office (Word
Excel
Outlook)
Conflict Resolution
Bilingual (English & Spanish)
Collections & Payment Negotiation
Data Entry & Record Keeping
CRM Systems
Timeline
Customer Advocate II
HCSC (Health Care Service Corporation)
06.2024 - CurrentRead More
Financial Representative
Grupo Estrella
01.2021 - 11.2022Read More
Customer Service Associate
Potash Markets
09.2016 - 12.2020Read More
Hector P. Garcia High School
High School Diploma
Read More