BIANKA N. MUÑOZ
Lake Worth
Summary
In 2018 while studying my associates degree, I won a PowerPoint presentation competition and ended up in first place.
I was chosen to be vice president for the church’s youth group two years consecutively. Also, I worked as the treasurer, receptionist, director of follow ups years before.
Overview
5
5
years of professional experience
Work History
Customer Service Operator
Elevance Health
03.2024 - Current
- Answer inbound calls in Spanish and English while assisting Medicaid members from various U.S. states.
- Perform accurate documentation after each interaction, ensuring compliance with company protocols and quality standards.
- Provide detailed information regarding medical services, coverage, eligibility, and available resources.
- Assist members with a variety of requests, including: primary care physician (PCP) changes or request of identification cards. Benefit explanation and program guidance. Locating providers within the network. Deliver empathetic, professional, and solution-oriented customer service, maintaining high satisfaction levels and protecting member confidentiality at all times.
Receptionist
Huesos Pet Resort
San Sebastián, P.R
01.2022 - 08.2023
- Answer incoming calls and provide customer assistance.
- Schedule appointments and manage reservations.
- Operate the cash register and process payments accurately.
- Attend to customers, ensuring excellent service and support.
- Receive, verify, and organize incoming merchandise.
Promotional Representative
Medical Insurance, MCS
03.2021 - 12.2021
- Prepare and manage documentation using Excel.
- Promote the offers and benefits provided by the medical plan.
- Conduct follow-up calls with members and prospects.
- Transport and deliver work equipment to assigned locations.
Promotional Representative
Emotions Product
12.2020 - 03.2021
- Provide guidance and orientation on the new mobile application launched by MCS for its members.
- Visit six pharmacies per week, create service orders, and install the application on their devices.
- Document daily interactions and outreach efforts with members.
Education
BBA - Business Administration
NUC University
South Florida Associate of Science - Physical Therapy
EDP University
San Sebastián, P.R.12.2020
High School Diploma -
Patria Latorre Ramírez
San Sebastián, P.R.01.2018
Skills
- Bilingual: Spanish & English
- Empathetic and active listener
- Conflict resolution and de-escalation skills
- Clear and concise verbal and written communication
- Accurate data entry and documentation
- Customer retention and rapport building
- Multitasking in high-demand environments
- Self-motivated and disciplined
- Time management and task prioritization
- Ability to work independently with minimal supervision
- Tech-savvy and quick learner of new platforms
- Experience with CRM tools and digital communication (Zoom, Teams)
References
- Paola, Binet, 787-600-1501
- Adriana, Román, 787-989-7507
- Stephanie, Granell, 787-391-3384
- Blanca, Rivera, 787-487-6753
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Customer Service Operator
Elevance Health
03.2024 - Current
Receptionist
Huesos Pet Resort
01.2022 - 08.2023
Promotional Representative
Medical Insurance, MCS
03.2021 - 12.2021
Promotional Representative
Emotions Product
12.2020 - 03.2021
BBA - Business Administration
NUC University
Associate of Science - Physical Therapy
EDP University
High School Diploma -
Patria Latorre Ramírez