Theresa Castillo

Dallas, GA *****

347-***-**** email: ad04j3@r.postjobfree.com

Experienced Customer Service/Counselor with strong background in Mental Health, Social Services and Criminal Justice field and established a positive rapport with court officials, probation officers and attorneys. Knowledge case manager with several years of social work as well as customer service experience. Bilingual in English and Spanish and light French and Italian. Knowledge of MS Word, Excel, PowerPoint, Wordperfect, G-Suite, CenPass, Portico, AMISYS and TrueCare Cloud,Ventanex Software, Black Knight MSP System Software, Outlook and Medical Terminology, and knowledge of CPT coding. Excellent customer service experience with interpersonal and communication skills and ability to work independently.

WORK EXPERIENCE

Pyramid Consulting (Centene Corporation) (Remote) (Temp) 11/2022-03/22/23

● Responded to telephone inquiries from members and/or providers within established teimframes, utiliziing curre references materials and available resources.

● Provided assistance to members/providers regarding website registration and navigation.

● Documented all activities for quality and metrics reporting through the Customer Relationship Management

(CRM) application

● Researched and identified any processing inaccuracies in claim payment and route to the appropriate site operations team for claim adjustments.

York Healthcare (Part time`Coordinator) ( Remote) Elnhurst, NY 05/2016- Present

● Make referrals to physical therapy and acupuncture. Interact with the Medicaid/Medicare office on a continuous basis to discuss patient’s care. Interact with physicians and dieticians on a monthly basis to coordinate patient’s weekly meals. Demonstrate excellent communication skills.

● Assist patient with complete paperwork and educate patient about resources and options for managing their health.

MMC Group (Accenture Bilingual Customer Service Rep) (Remote) 07/2021-02/2022

● Interpreted state unemployment laws and counsel clients on contestable unemployment claims and appeals on a daily basis. Provided support and assistance on unemployment claims matters.

● Handled 50+ calls daily. Average weekly grading 100% and 100% reliability for assistance and 100% for time breaks.

The Echelon Group Woodstock, GA (then remote in 2/2020) 11/2019-07/2021 Bilingual Call Center Customer Service Representative

● Responded to customer requests within an established time frame in order to maintain the expected timeframe.

● Took mortgage payments via Ventanex software and provided assistance regarding mortgage loans information by using Black Knight System Software.

● Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately. Handled 100+ calls daily. Average daily grading 100% and 100% reliability for assistance and 100% for time breaks.

Mental Health Providers of Western Queens Queens, NY 08/2013-11/2017. Senior Addiction Counselor

● Maintained clinical documentation and records that uphold all HIPAA regulations.

● Guided a staff of four with daily functions during the work week.

● Worked with Probation Officers/TASC and ASC case managers for court mandated clients. National Association of Alcohol and Drug Program (NADAP) N,Y,, NY 05/2009-07/2013 Care Coordinator/Case Manager

● Coordinated counseling efforts with mental health professionals or other Health Professionals such as Doctors, Nurses and Social Workers. Maintained clinical documentation and records that uphold all HIPAA regulations. Counseled clients individually or in a group sessions to assist them to overcome drug dependencies. Education:

Everest University, Pompano Beach, Florida (Online) April 2011 Masters in Criminal Justice

John Jay College of Criminal Justice (CUNY), New York, New York June 2005 Bachelor of Arts in Legal Studies

New York Paralegal School March 2000

Paralegal Certificate