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Click here or scroll down to respond to this candidateCandidate's Name
Miami, FL Street Address
PHONE NUMBER AVAILABLE - EMAIL AVAILABLEProfessional SummaryHighly proficient in providing an excellent customer experience across varying industries, concentrated in natural gas and electric utilities and health care. Solid team player with an outgoing, positive demeanor and proven skills in establishing client rapport. Motivated to maintain client satisfaction and contribute to organization's success. Specializing in quality, speed, and process optimization. Articulate, energetic, and results-oriented, passionate about developing relationships, cultivating partnerships, and growing businesses.SkillsCustomer Service Process ImprovementCustomer Account ManagementUser ExperienceCustomer Data ConfidentialityResponding to Difficult CustomersCalm and Professional Under PressureCall DocumentationHigh-Volume EnvironmentsRegulatory ComplianceExcellent Attention to DetailPatient and EmpatheticOperational EfficiencyWork History09/2022 to 06/202404/2006 to 06/2022Associate Clinical CoordinatornaviHealth Miami, FLManaged inbound and outbound telephone communication in a professional manner and according to productivity and quality standards. Processed inbound and outbound data and communication (i.e. faxes, emails and electronic communication) according to productivity and quality standards. Entered, reviewed and verified member information in the nH Coordinate care management platform and communicate approved pertinent information with healthcare providers and/or naviHealth team as needed. Entered the required data into the naviHealth database accurately and in a timely manner. Completed administrative documentation for member records including but not limited to transitioning, creating authorization shells, and attaching documents (i.e. medical records). Assisted in a smooth coordination of members' care between health providers and the health plan. Established relationships and communicated, when appropriate, to providers, clients and/or naviHealth field/care management staff as defined by departmental policy and process. Triaged inbound calls managed member inquiries/requests, and resolved or escalated to appropriate naviHealth or health plan personnel. Followed chain of command as appropriate when reporting issues or concerns. Attended naviHealth meetings as requested. Adhered to organizational, departmental, compliance and regulatory policies and procedures.Customer Experience SpecialistTECO Energy Tampa, FLUtilized telephone, online chat and email platforms to deliver outstanding customer service.Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.Resolved customers' issues related to natural gas and electric utility reliability and billing discrepancies to encourage good customer relationships.Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.Responded to approximately 100 customer contacts daily via incoming emails and calls utilizing listening and communication skills to identify customer problems, needs and opportunities.Maintained key performance indicators and acceptable performance levels to support assigned customer base.Documented customer interactions in internal database to maintain customer service history details.Enhanced industry and technical knowledge through active participation in learning and growth opportunities.Investigated and resolved customer inquiries and complaints quickly.01/2006 to 06/2022SAP Test Management AnalystTECO Energy Tampa, FLHands on experience in Unit Testing, Functional Testing, Interface Testing, Stress and User Acceptance Testing, and Regression Testing.Strong Business Process knowledge and good understanding of Testing process.Experience in Data Transfers using Batch input methodsTroubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.Analyzed existing systems and databases and recommended enhancements to solve business needsCollaborated closely with upper management to drive strategy through development and implementation of new processes.Communicated and explained business requirements to team members to understand and implement functional demands.Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.Offered input for complex documents to support client-ready final versions.Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.Carried out day-day-day duties accurately and efficiently.Education2003High School DiplomaNorth Miami Senior High School - North Miami, FL |
