Customer Service Administrative Support
Resume:
Chattanooga, TN ***** 303-***-**** ********@*****.***
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MIREHYA J. CANO
PROFESSIONAL SUMMARY
A self-starter and quick learner with a versatile skill set in customer service, sales, administrative support, technology, and written and oral communication. Organized and systematic with a proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
SKILLS
Fluent in English, Spanish, and American Sign Language
Operations Management
Proficient in BI Tools
Excellent customer service
Excellent oral and written communication skills
Clinical case management
Excellent organization skills
Proficient in Microsoft Excel, Word, Power Point, Visio, All Clear, Outlook, Google Suite, JavaScript, and Access
Proficient in Zoom, Cisco WebEx, GoTo Meetings, YuJa, and Microsoft Teams
Proficient in Windows and Macintosh software
Ability to work in team management system
Ability to work exceptionally under pressure
Agenda creating and minute taking
Visual merchandising
Money Management
Leadership skills
Interpersonal skills
Decisiveness
Problem-solving skills
The ability to delegate effectively
Time management skills
WORK HISTORY
(REMOTE) ENGAGEMENT SPECIALIST 09/2023 to 10/2023
ActiveHealth Management (CVS), Chattagnooga, TN
The Engagement Specialist Perform telephonic outreach, and potentially outreach through other channels, to eligible members receiving home and community-based services
Answer calls from and make calls to members, direct support professionals, caregivers, and family members in order to schedule them for their initial appointment
Apply appropriate engagement tactics to drive higher engagement and a good understanding of the 24/7 program value proposition
Identify, document, and resolve member concerns to ensure interest and participating in the program
Use multiple systems to track and record participant information using clear and concise notes
Work collaboratively with clinical staff, social workers, and guarantors of patients to ensure ActiveHealth members receive individualized and timely care
Monitor, label, and distribute faxes related to participant medical records
Maintain excellent punctuality and attendance during work hours and schedule adherence
Manage large amounts of inbound and outbound inquiries and document all interactions
Meet personal/team metrics
Other duties as assigned
(REMOTE) CUSTOMER SERVICE REPRESENTATIVE 12/2022 to 06/2023
Kaiser Permanente, Denver, CO
The Customer Service Representative is responsible for increasing customer satisfaction and retention by providing members, customers, patients and providers with accurate, consistent, timely and meaningful information
Available to handle member inquiries regarding: Member Core: Facility Inquiry, Web Support, Promote KP, Member Advance: Eligibility Inquiry, Benefit Inquiry, General, Complaint, Correspondence Inquiry, Add/Remove Dependent, Service Review, New Member Experience, Internal Regional Request, IVR Defaults, Premium Billing Enterprise: Billing Inquiry, Make Payment, Complaint, EFT Inquiry, General, Reinstatement Request, Service Review
Promotes, ensures and provides customer service to internal/external customers by demonstrating skills which are consistent with the organizations philosophy of providing extraordinary customer relations and quality service
Initiates contact with the appropriate Health Plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed
Evaluates data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery
Documents conversations with members according to procedure
Follows established procedures to meet customer/member needs
Completes required training and understand how to use tools available to recall necessary information
Contact Centers (MSCC) performance guarantees (call handling, first call resolution, complaint resolution compliance, member retention, and return contact as warranted)
(REMOTE) ADMINISTRATIVE ASSISTANT 06/2019 to 09/2022
Clinica Family Health, Lafayette, CO
Support all sites management team to assure clinical stability.
Providing administrative support to Clinical and Operation Directors of Clinica by scheduling, maintaining Outlook calendars, processing mail and filing, arranging all staff meetings and committee meetings, recording and distribution of meeting notes and action items to leadership.
Work in collaboration with all roles and departments to ensure organization needs and metrics are met
Preparation of reports and creation of staff and patient education flyers and postings, new data audits and analysis as requested.
Coordination of special projects, events, staff recruitment including interviews, provider orientation schedules and conducting building tours for new employees, students, and visitors when needed.
Establish and maintain outside contact with our partners and vendors, such as University of Colorado School of Dental Medicine, Apteryx Dental Imaging, Kids First and Boulder Valley school-based health clinics, Children's Hospital of Colorado, and DentaQuest.
CLINIC OPERATIONS SPECIALIST 11/2018 to 02/2019
Clinica Family Health, Lafayette, CO
Provide accurate collection and balancing of patient payments and insurance processing.
Accurate preparation for the patient visits by providing excellent customer service and initiation of any updates and maintenance of electronic medical records while maintaining patient confidentiality.
Assist our medical assistance team by taking automatic vitals of patients and inputting them in patient charts.
Reception and appropriate distribution of all clinic deliveries and facilitation of patient flow and overall function of the clinic.
Collected, arranged and input information into database system.
Tracked and analyzed reports to determine needed improvements.
SOLUTIONS SPECIALIST 07/2017 to 09/2018
Verizon Wireless Corporation, Brighton, CO
Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
Implemented corrective actions to fix root causes of various issues.
Implemented point of sale program to increase operational efficiency.
Recommended new products and services to customers.
Lead in sales and share and best practices with other team members, so the store is successful in meeting and exceeding their quota.
Take ongoing training to stay current with all promos and plan offers.
LEAD RETAIL CONSULTANT 01/2015 to 07/2017
Sprint Wireless Corporation, Tucson, AZ
Lead in sales and share and best practices with other consultants in training, so the store is successful in meeting and exceeding their quota.
Take ongoing training to stay current with all promos and plan offers.
Act as supervisor when store manager wasn’t available and handle all customer escalations with empathy and efficiency in resolution.
Key holder who was responsible for opening and closing store securely and promptly
Recommended new products and services to customers.
ASSISTANT MANAGER 08/2012 to 01/2015
RadioShack, Tucson, AZ
Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
Helped with planning schedules and delegating assignments to meet coverage and service demands.
Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
Drives sales and profit through leadership, training and development of the store team, execution of non- negotiable standards of operation, cost control, and asset protection.
EDUCATION
Arizona State University, Tempe, AZ
BS, Data Science
Community College of Denver, Denver, CO
Associates Degree, Science
Tucson Magnet High School, Tucson, AZ
High School Diploma, General Education
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