Gina Ochiato

Westminster, CO ***** ad18ay@r.postjobfree.com +1

303-***-****

**DECADES OF CUSTOMER SUPPORT, MEDICAL & INSURANCE VERBIAGE, HIPAA TRAINED**

ORGANIZED, MULTITASKER, ACTIVE LISTENER, QUICK STUDY, OPTIMISTIC, COMPUTER LITERACY, OUTGOING & UPBEAT DEMEANOR

Excellent verbal and written communications, a friendly & outgoing personality in a professional environment, sharp multi-tasker and the gift of being a quick study/fast learner.

As well as word processing/Microsoft Office, I'm a problem solver, using active listening (not just "hearing"), great attention to details as well as being HIPAA trained.

With my skills and personality, I feel that I have a lot to contribute to this position.

••• EXPLANATION OF EMPLOYMENT GAP: I was in a horrible head on collision in 2010. The injuries I sustained required a very lengthy recovery including multiple surgeries, in home and prolonged on site physical therapy as well as mental and emotional healing.

Will discuss further upon request.

Authorized to work in the US for any employer

Work Experience

Customer Support Manager USA/Communications Specialist USA

Open Bionics - Denver, CO

September 2022 to October 2023

Communicating regularly with customers (internal/external), product knowledge, providing accurate information, exemplary support to the sales staff, along with opening cases (repair case, maintenance case, warranty case & etc) for our clients/users throughout the US. I also built and maintained great rapport with our many clinics across the US and assisted prosthetists around the US.

After a few months of learning and getting comfortable in my CSM role, the event planning and communication specialist role was vacated. Having time available throughout my day, after I was confident in my primary role, I took on the event planning/communications position which entailed registering our company for conferences, register coworkers who attend various conferences, book hotel rooms for coworkers, make arrangements for our booth to arrive at the location so that the team has it during event and make sure our team has everything they need for the event/conference.

Service Administrator, Technician Support

Welch Equipment - Denver, CO

April 2022 to July 2022

Entered daily time/hours and work completed for 14 technicians, tracked and monitored their work orders for accuracy and time spent on the work orders, acquire purchase orders, attention to detail of time spent on each work order and report excessive time to technician’s supervisor, ensure that details are correct as this is the last step before closing work orders for billing.

***the length of time at Welch Equipment was a direct result of the vibe/environment in the service department, it was quite cancerous and negative.

Patient Account Representative/Customer Support

Healthcare Outsourcing Network - Lakewood, CO

August 2021 to April 2022

Take inbound calls, patients call regarding their account(s), requesting information which varies from services they received to billing to insurance questions. Excellent customer service, effective communication skills both written and verbal. Listening to patients concerns and questions while typing and/or noting their accounts. Verifying HIPAA for privacy and account accuracy. As well as follow up with patient regarding health insurance issues or information from the hospital. I maintain a friendly rapport with patients as often times when conversing with them they are newly home after a procedure, surgery or they're calling on behalf of a spouse who has. A handful of months after I started, they added auto-dialer/outbound collection calls. I struggled with the idea of being a patient/client representative, yet “cold calling” those same people as a bill collector.

Customer Service Specialist

Uber Partner Drivers - Westminster, CO

August 2016 to March 2020

Responsibilities include safely driving passengers to their destination while displaying excellent communicative skills with random people. Some may be upset or angry and just having a bad day. Some are on business or family calls while in the car but all of them are complete strangers when they get in, there's a very limited amount of time to build a good rapport with them. I also assist passengers with luggage, accommodate passenger requests regarding changes in stops, comfort regarding temperature, music choice, charging cords and etc as well as handicap assistance in and out of the car as well as other passenger requests.

Branch Manager

Q C Financial - Lakewood, CO

December 2009 to February 2010

Some responsibilities were similar to responsibilities as a branch teller. In addition were, interviewing prospective tellers, hiring & training new employees, taking as well as making phone calls with proper phone etiquette, cash handling, perform under pressure. In the short time I was there I decreased past due percentage of loans in inventory, organized the new branch for success by running smoother with tighter guidelines on day to day operations, negotiated past due balances by building a friendly and trusting rapport with the customers at the new location.

Branch Teller, Customer Service

Q C Financial - Thornton, CO

March 2009 to December 2009

Took and verified loan applications, in and outbound phone calls with proper phone etiquette, worked under pressure (intense pressure at times), made loans, collected money when loan was due, customer service, customer support to disgruntled customers, answer phones, copy, fax, cash handling, received and verified cash deliveries from secured vendor (Guardian), made outbound calls, filed customer folders as they included personal information (customer privacy).

Assisted in increasing loan inventory, reduced overdue loans while providing excellent customer service and building a rapport

(including establishing a trusting relationship with customers) via excellent communication with customer, assisted branch manager in completely reorganizing the branch and customers confidential files to increase performance levels.

Multitasking, organizational skills, knowledge of my responsibilities, cash handling, communication & willingness to help/learn

&while gaining knowledge from my supervisor.

Assistant Manager, Marketing Manager

South Philly Cheesesteaks - Thornton, CO

January 2006 to March 2009

Responsibilities

Took & prepared customer's orders, sometimes delivered food, placed our food orders with various vendors, cash handling, balancing drawer @ shift & night end, marketing to increase store sales as the store was fairly new when I was hired, interviewed potential new employees, oversaw employees' daily performance, answered calls, took messages when necessary for owner.

Accomplishments

Increased stores sales, increased productivity, decreased over usage of food (total food costs), decreased cash shortages

Skills Used

Interpersonal skills, multitasking, organizational skills, customer service skills, dependability

Optical Assistant

National Vision Center - Westminster, CO

April 2005 to January 2006

Responsibilities

Answer phones, assist patients after seeing Ophthalmologist, measured patients eyes for glasses and/ or contact lenses (many were elderly or children), verified insurance, filed confidential customer information, called patients when their eyewear arrived, verified with them the fit & that lense prescription was accurate, cash handling

Accomplishments

Built rapport with patients as well as trust from patients, displayed excellent customer service & communication

Skills Used

Multitasking, organizational, interpersonal skill, telephone etiquette, timelines

Customer Service Representative, Sales Personnel Route Coverage

Shamrock Foods Company - Phoenix, AZ

November 2004 to January 2006

Responsibilities

Inbound calls from customers, calls from sales team, food shows, order entry, route coverage for vacationing sales staff, order accuracy, exemplary trust of sales team, compromise, problem resolution, customer support, customer satisfaction.

Accomplishments:

Exemplary trust from the sales team, I learned & worked food shows, covered 2 vacationing sales team members successfully and simultaneously while performing my customer service responsibilities

Interpersonal, communication, multitasking, organizational, telephone etiquette, order entry acc

Education

High school diploma

Mapleton High School - Denver, CO

September 1982 to May 1986

Skills

•Data Entry (10+ years)

•Customer Service (10+ years)

•Telephone, heavy inbound, IVR tranfers (10+ years)

•Problem Resolution (10+ years)

•Multitasking (10+ years)

•Office Equipment (10+ years)

•Organizational Skills (10+ years)

•Written Communication (10+ years)

•Oral Communication (10+ years)

•Logistics (4 years)

•Order Entry (10+ years)

•10 Key Data Entry (10+ years)

•Word Processing (10+ years)

•Phone Etiquette (10+ years)

•Negotiation (10+ years)

•Typing (10+ years)

•Google Docs (3 years)

•Microsoft Word (5 years)

•Meditech (Less than 1 year)

•Medical Terminology

•Cerner (Less than 1 year)

•Microsoft Windows Server (5 years)

•Multiple software programs simultaneously (5 years)

•Dual monitors

•Interactive desktop software chat (5 years)

•Call center (on-site and remote) (5 years)

•Clerical experience

•Computer literacy

•Basic math

•Microsoft Office

•Time management

•English

•Computer skills

•Communication skills

•Customer service

•Google Docs

•Microsoft Excel

Certifications and Licenses

Driver's License

Assessments

Working with MS Word documents — Proficient

December 2021

Knowledge of various Microsoft Word features, functions, and techniques Full results: Proficient

Customer service — Proficient

August 2022

Identifying and resolving common customer issues Full results: Proficient

Customer focus & orientation — Proficient June 2021

Responding to customer situations with sensitivity Full results: Proficient

Attention to detail — Proficient

August 2022

Identifying differences in materials, following instructions, and detecting details among distracting information Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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