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Customer Service High School

Jacksonville, Florida, 32216, United States
October 04, 2016

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Mirla Suliveres

*** ******* ****** # ***

Jacksonville, FL 32216



Bilingual Call Center Supervisor, with over ten years of experience in collecting and customer service within the health care and hotel industry.


Mark One Financial Jacksonville, FL Mar. 2015-Present


Initiating contact with customers arranging repayment and/or settlement of accounts in accordance with all applicable laws, policies, and procedures

Responding to inquiries from internal personnel, customers, and external parties including courts and agencies

Maintaining and notating all appropriate information and documentation regarding customer and account status on computer system and provide same to others involved with collections of accounts

Initiating and providing necessary information to proceed with alternative collection procedures (i.e. recommendation of legal action, and referral to outside agencies)

Ordering and analyzing appropriate documents to support collection efforts

Recommending adjustments to customer accounts and obtaining approval within established guidelines

Remington Hotels Jacksonville, FL Mar. 2011-Feb. 2015

Housekeeping Supervisor/Room Attendant

Assigned workers their duties and inspects work for conformance to prescribed standards of cleanliness.

Investigated complaints regarding housekeeping service and equipment, and takes corrective action.

Obtained list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.

Coordinated work activities among departments.

Conducts orientation training and in-service training to explain policies, work procedures, and to demonstrate use and maintenance of equipment.

Inventoried stock to ensure adequate supplies

Responsible for changing bed linens, sanitizing and cleaning restrooms as well as dusts all room surfaces. Performs the tasks of cleaning and maintaining work station, including stocking workstation with pillowcases, sheets, towels, and all amenities. .

Performed tasks of supplying rooms with all amenities and linens and ensures that every room is set up to procedures. Ensure overall satisfaction of all guests and make sure to communicate with guests in a cordial manner.

ADPI Intermedix Columbus, OH Mar. 2009- Apr. 2011

Customers Services & Billing

Maintained & facilitated billing process

Maintenance, coordination and verification of existing billing accounts and information.

Verification of patient demographics

Identification and correction of Patient Care Report (PCR) discrepancies

Compliance review of Patient Care Report/trip records and supporting data.

Interaction with Pre-Billing regarding informational discrepancies

Client contact and interaction for billing resolutions

Affinion Group Columbus, OH Jul. 2002- Feb. 2009

Call Center Supervisor

Made necessary changes in staffing based on day of week, sales promotions, other anticipated events.

Monitored individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.

Observed service calls to observe employee demeanor, technical accuracy and conformity to company policies.

Answered questions and recommends corrective services to address customer complaints.

Provided communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.

Determined work procedures, prepares work schedules and expedites workflow.

Studied and standardized procedures to improve efficiency of subordinates.

Maintained harmony among workers and resolves grievances.

Prepared composite reports from individual reports by subordinates.


Pedro Falu High School Rio Grande, PR Jun. 1988

High School Diploma


PC SKILLS: Windows XP, Internet, Word, Outlook, Excel, 10-key, and PowerPoint.

SYSTEMS: Megassys, Dialer System

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