PENELOPE SALAZAR

*** ***** *** *******, ***** ***02 +1(346) 668 – 8601 ad24wm@r.postjobfree.com

ABOUT ME

Nineteen years of professional experience in sales, customer service, administration, and workflow improvement processes. Strong proven team player highly skilled at building rapport with clients across organizations. Analytical ability to determine market trends and best practices. Demonstrates a sense of responsibility for success and ensure company goals, policies and compliance metrics are met.

PROFESSIONAL EXPERIENCE

SpringHill Suites by Marriott, Front Desk Agent Aug 2023 – Present

Downtown Houston, Texas

Welcome guests, process check in and check out, and collect payments

Guest point of contact, responded to issues and complaints in a friendly timely manner

Organized work documents and logistics

Accommodate client specific needs

Gainwell Technologies Inc. Nov 2017 – Nov 2022

Tallahassee, Florida – Client: Florida Agency for Health Care Administration (AHCA)

Plan and Provider Specialist Sept 2021 – Nov 2022

Handled escalations and elevated responses to appropriate department

Adhered and ensured 100% compliance on Service Level Agreement (SLA)

Lead team meetings and monitored Health Plan Support emails and promptly assist inquiries and meeting request

Coordinated with other departments and leadership regarding identified system issues, develop strategies and follows through to resolution

Reviewed, identified, and analyzed documents regarding Florida Medicaid enrollment, HIPAA, PHI, and PII policies

Administrative Assistant Oct 2019 – Sept 2021

Managed staffing and coordinated with recruitment agencies, hiring managers and team leaders for potential employees to support hiring process

Lead daily meetings with department heads on staffing compliance

Provided support to employees on employee-related HR matters

Provider Enrollment Specialist Nov 2017 – Oct 2019

Researched, analyzed, processed and maintained records for Florida Medicaid Provider applications and enrollment renewals

Collaborated with team members, management and clients to resolve client inquiries; cross-trained new resources in customer service processes

Improved workflow for processing client inquiries more efficiently and effectively

IBM Solutions, Team Lead - Service and Delivery Jan 2014 – Jun 2014

Cebu City, Philippines - Client: IKEA

Lead and managed a high performing team and ensured Service Level Agreement (SLAs) met.

Well organized and managed multiple assignments

Exceptionally complied 100% Quality Assurance

Team and Individual Coaching

Weekly meetings and report with management team.

Svenson International, Sales Consultant May 2011 – Sept 2013

Cebu City, Philippines

Successfully lead team, exceed sales and production targets.

Maintained excellent customer relationship.

Act as Center Manager OIC in the site facility.

Process multiple requests.

Successfully resolve issues and maintain good customer relations.

Convergys Philippines, Customer Service/Sales Representative Oct 2009 – Feb 2011

Cebu City, Philippines - Client: Sprint

Achieved sale targets in upselling products and services to customers, driving revenue growth and satisfaction.

Handled customer inquiries, escalations, complaints and grievances.

Expert in benefits, eligibility and billing information.

Aegis People Support, Team Supervisor OIC/Cust Service Representative Jan 2006 – Oct 2009

Cebu City, Philippines - Clients: Blue Shield of California, Washington Mutual and Vonage

Handled escalations in benefits and eligibility for Blue Shield of California (Healthcare account).

Supervised team to achieve Service Level Agreement (SLA).

Assisting management team in administrative tasks

Established open and professional relationships with team members to achieve quick resolutions for various issues.

Amadeus Marketing Phils. Inc, Office Assistant Apr 2005 – Dec 2005

Cebu City, Philippines

Office management and inventory.

Coordinated and scheduled meetings and appointments.

Prepare training needs for travel agents.

SPI Technologies Inc., Medical Transcriptionist Nov 2004 – Mar 2005

Cebu City, Philippines

Assist leadership and management team.

Accurately documented medical dictation to record patient care records. Understand accurately transcribed dictated reports, including medical terminology, anatomy and physiology, diagnostic procedures, pharmacology, and treatment assessments and more.

100% SLA compliance including HIPAA rules and regulations regarding patient confidentiality.

EDUCATION

Bachelor of Science in Biology

Cebu Doctors’ University

Philippines • 2004

LANGUAGES

Fluent in both English and Filipino.

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