Stefanie Paez

**** ******* ***. *** **

Buena Park, CA 90621

909-***-**** cell / adv5pc@r.postjobfree.com

Objective

As a highly motivated individual with a passion for customer service, I am seeking a role that allows me to utilize my exceptional communication and problem-solving skills. I am a dedicated and results-driven person with a proven track record of providing excellent service in fast-paced environments. I am eager to leverage my experience and skills to make a positive impact in a dynamic and collaborative work environment.

Summary of Qualifications

Exceptional Customer

Service skills

Experienced Case

Manager

Excellent

Communication skills

Office Manager

Advanced Microsoft

Office skills

Detail Oriented

Exceptionally Organized

Fast learner

Self-starter

Typing speed 90 wpm

Goal-oriented

Advanced Data Entry

Quick problem solver

Positive Attitude

Professional Experience

Case Manager III, Yale Navigation Center (PATH), Santa Ana, CA, 2/01/22 – 9/15/22

As a Case Manager (CM) at the Yale Navigation Center, I provided individualized and intensive services to clients, working collaboratively with teams of providers to support them with housing stabilization. I built rapport and gained trust with clients, helping them with their intake process, which included gathering general information, sterilizing their belongings, providing a hot meal, and touring the facility. I met with my assigned clients on a weekly basis to follow up on their progress and assist them with any questions they may have. During these meetings, I also completed a psychosocial assessment to identify necessary services and establish their goals on an Individualized Service Plan (ISP) in order to plan the best way to connect them with those services. Additionally, I collected or obtained necessary personal identification and birth records, assisted with establishing medical or financial benefits, provided employment assistance and resources, helped with housing applications and referrals, and coordinated support for any other services necessary to achieve their ISP goals. I played a key role in the success of our clients by advocating for their needs and supporting them in achieving their housing goals. Customer Service Representative (CSR), Nobel Biocare, Yorba Linda, CA, 12/30/19 – 7/03/20

As a CSR at Nobel Biocare, I handled an average of 60-65 customer calls daily, assisting various dental offices across the U.S. in placing orders for dental supplies, checking order statuses, and providing product and pricing information. I quickly absorbed product knowledge and was recognized by my supervisor for my exceptional ability to retain information. As a result, I was given a pay raise and additional responsibilities, such as responding to larger orders via email and fax, processing credit/debit/check payments, and recommending specific products and solutions. I was rewarded for my ability to de-escalate customer concerns/complaints and gained experience using Oracle and other programs for customer information and order processing. The role helped me develop strong multi-tasking skills and attention to detail, which were essential in ensuring accuracy and efficiency with minimal errors. Utilization Review Analyst, Kaiser Permanente, Downey, CA, 6/01/18 – 2/15/19

As a Utilization Review Analyst at Kaiser, I answered calls from members and staff to document patient information and outside hospital visits in the system. I was assigned to three different workstations each day with various tasks such as recording urgent care or hospital visits outside of Kaiser, arranging medical transportation via ambulance or helicopter, and scheduling follow-up appointments with the patient’s PCP. This role required exceptional data entry skills, professional communication with various personnel including doctors and nurses, and the ability to handle frustrated patients during long 12-hour shifts.

Client Care Representative (CSR), Cal Net Technology, Rancho Cucamonga, CA, 4/27/17 – 3/01/18

As a Client Care Representative at Cal Net, I provided exceptional customer service to clients, handling an average of 30-45 customer calls daily. I assisted clients with a range of technical issues, entered data into Salesforce to generate service tickets for technicians, and prioritized service desk tickets. I also scheduled onsite appointments and proactively volunteered to assist with report generation and other projects. Additionally, I was recognized multiple times for my ability to de-escalate upset customers during system outages.

Order Picker/Private Insurance Medical Biller, Pulmocare Respiratory Company, CA, 8/1/10 – 8/16/11

Started in the warehouse, answering 25-30 customer calls per day and processing orders with exceptional accuracy. Picked, weighed, and packed correct items in the required quantities, labeled and stacked them correctly, and assisted with loading orders for prompt delivery. Promoted after 7 months to the billing department, where I processed insurance claims for private insurance companies such as BCBS, Medi-cal and Medicare. Answered between 15-20 calls daily to assist customers and medical insurance representatives, helped customers with all types of payments, and filed and disposed of medical billing documents according to HIPPA guidelines.

Education

Martin Luther King HS, 2009

High School Diploma

Kaplan College, 2011

Certified Medical Assistant

North-West College, Expected Graduation Pending

Licensed Vocational Nurse (LVN), Student