Quality Assurance Customer Service

Elizabeth Feliciano

* *** **** **** ( SUFFERN, NY ( PHONE: 845-***-**** (

************@*****.***

Profile

Organized and personable team player with a strong administrative/customer

service background. Excellent coordination and communication skills shown

with supervisors, colleagues, and clients.

Core Professional Strengths

Heavy database / App Pack Prioritizing / Multi-tasking Quality Assurance Audits

Data Entry 55 wpm Outlook / Calendars Interviews / Orientations /

Training

Policy and Procedure Heavy Phones / Emails Productivity / Statistics

Customer Service/Problem Billing : ICD9 Other Languages Spoken: Spanish

solving codes/Auhorization's

Professional Experience

Case Manager

Sept. 2012-Present

Achieve Beyond, White Plains, NY

Responsible for ensuring all policy and procedure regulations were being

followed, supervising case coordinator and maintainig high quality customer

service with clients and Providers. Also ensured all daily activities were

properly documented and updated in the database and all issues were solved

in a timely matter.

* Maintain and coordinate a regular caseload of 400 cases

* Enter enrollments, insurance and billing info for all new referrals

* Make quality assurance calls to families

* Prioritize urgent matters and problem sove issues on all cases.

* Run weekly reports and provide up to date program statistics for director

to maintain a high productivity level

* Provided orientations for new employees, updated policy and procedure

manuals

* Acted as a liason between Service Coordinators, providers and families.

* Coordinated providers schedules, reports, and client discharges

* Coordinated meetings

Receptionist/Administrative Assistant (Technology Center)

Oct. 2007- Sept. 2012 Finkelstein Memorial Library, Spring

Valley, NY

Served as first point of contact with patrons in the Technology Center and

provided administrative support to department head.

* Assisted patrons with computer use and software-related inquires

* Accompanied patrons to locate services, forms and events within the

library

* Set up projectors and network connection for meetings

* Managed incoming calls, coordinated meetings and calendar for

administrator.

* Created and maintained Excel spreadsheets to document productivity and

provided monthly statistics

* Typed letters, memos and created brochures

* Maintained databases, mail-merged letters, updated company website/

social networks

Educational Summary

Bachelor's Degree: Speech Language and Hearing Science, Lehman College,

Bronx, 2008

Associate Degree: Liberal Arts & Sciences, Rockland Community College,

Suffern, NY,2006

Technical Knowledge: Professional Experience with all Microsoft programs.

Familiar with software operating systems such as Windows XP, Windows Vista,

and Mac OSX

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