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Customer Service Medical

San Antonio, Texas, United States
$15.00 Hour
November 12, 2017

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San Antonio, TX

C: 410-***-****

Results-oriented individual with diverse background in management, operational management, intelligence operations and customer service. Dedicated to providing excellent intelligence products, customer service and making operational and procedural improvements. As a manager in various organizations, has taken key role in improving customer experience through the following tactics: mentoring, directing, supervising overall functions of intelligence operations, handling top-notch professional support services, providing personal interaction, and resolving varied client inquires and complex issues. Client relations specialist

Conflict resolution techniques

Meticulous attention to detail

Focused on customer satisfaction

Current Security Clearance

Speaks conversational German

HIPAA Certified

Training and development

Management of remote employees

Adobe Professional software


Microsoft Office Suite software


Skilled multi tasker

Reduced Physical Evaluations Board medical records processing time for 30 to 7 days, saving the Department of the Army $1.5 million a year. Played an instrumental role in increasing customer satisfaction ratings index from 30% to 90% within 2 years as Intelligence Surveillance and Reconnaissance Manager for Task Force ODIN.

Reduced the unit's budget by $2 million by implementing remote analytical processing, requiring less personnel on deployment. Verified and distributed over 900 intelligence products within a 180 days upon arrival to Afghanistan, allowing for more accurate IED Detection and Destruction Heavily Traveled Transportation Supply Routes.

September 2014


October 2016

US ARMY San Antonio, TX

Personnel Management Officer/Adjudicator

Determines the effect of a Soldiers' medical conditions on their ability to function in their current career specialty, based on Federal Laws, Department of Defense Directives, Army Regulations and Policies and established medical principles. Organized and managed patients' health information data. Ensured paperwork is properly filled out.

Verified accuracy and accessibility of files.

Ensured all files are secure.

Communicated with physicians and other healthcare professionals to clarify diagnoses or to obtain additional information.

Maintained electronic health records (EHR) databases. Analyzed electronic data.

Education and Training

Maintained data on patient safety, patterns of disease, and disease treatment and outcome.

Improved upon EHR software usability.

Developed and maintain health information networks. Codified patients' medical information for reimbursement purposes. March 2000


September 2014

US ARMY San Antonio, TX

Chief of Intelligence, Surveillance and Reconnaissance Successfully managed the activities of over 100 team members in multiple locations. Effectively communicated with team members to maintain clearly defined expectations.

Recruited, managed and mentored an average of 25 new intelligence analysts and per year.

Monitored the daily activities of analytical support teams. Effectively managed departmental expenses to stay within allocated budget. Developed, implemented and monitored programs to maximize customer satisfaction. Provided detailed monthly departmental reports and updates to senior leaders. Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.

Improved service quality and increased intelligence products by developing a strong knowledge of unit's products and services.

Created training manuals targeted at resolving even the most difficult customer issues. Addressed negative customer feedback immediately.

August 1996


January 2000


Guest Service Agent

Provided courteous and professional service to guests who are checking into or out of the facility and to offered assistance to guests as needed during their stay. Answered telephone calls from guests seeking to make or cancel hotel reservations. Greeted arriving guests, assigned rooms, issued keys, and collected guest payment and billing information.

Answered guest requests for assistance and coordinated with housekeeping, bell service, staff and management to fulfill guest requirements. Provided guests with access to hotel services, forward in-room meal requests, and ensured that mail, faxes and packages are delivered in a timely manner. Dealt with irate guests and found ways to resolve issues to the guest's satisfaction. Sometimes served as concierge, assisting guests with ground transportation, restaurant or entertainment reservations, and provided other information about the locale.

Responsible for bookkeeping duties, including maintaining a cash drawer, preparing bank deposits and posting charges for items that guests may order or use during their stay.

Calculated the guest's final bill and collect payments. May 1994


August 1996


Responsible in receiving payments from the customers. Received customer payments Responsible for ensuring the security of the store assets and ensuring the cash register was safe.

Activities and Honors

1999 Coppin State University Baltimore, MD, USA

Bachelor of Science: Criminal Justice/Psychology

Focused on crime initiation to systems of punishment with a special emphasis on mental health law, juvenile justice systems, police, court and corrections management and operations as well as a host of other options. Exposed to traditional public administration disciplines that impart core skill sets such as leadership, ethics, public and nonprofit management, and formation of public policy. Prepared to think critically in an increasingly complex and politicized society.

2008 University of Southern California Los Angeles, CA, USA Master's of Public Policy: International Public Policy and Management/International Relations/ Public Diplomacy

Experience in government, nonprofit agencies or business firms engaged in the design, planning and management of social programs and services; public policy problems in the social sectors; analytical and managerial expertise to foster critical thinking and problem- solving skills needed in designing creative policy solutions and managing programs. 2017 Devry University Online, TX, USA

Certified Coding Specialist (In Progress): Health Information Technology / Medical Billing and Coding

Skilled in classifying medical data from patient records. Reviews patients' records and assign numeric codes for each diagnosis and procedure. Possesses expertise in the ICD-10-CM and CPT coding systems. Knowledgeable about medical terminology, disease processes, and pharmacology. Provide coded data to insurance companies or to the government in the case of Medicare and Medicaid recipients, for reimbursement of expenses. Provide data to researchers and public health officials so they can monitor patterns and explore new interventions.

Summa Cum Laude: Coppin State University. GPA 4.0

Cum Laude: University of Southern California. GPA 3.5 Current GPA 3.91. Devry Univeristy

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