Client Relations Success
Resume:
Jacqueline Diaz Tampa, Fl
*************@*****.***
EXPERIENCE
Wipro Limited, Remote/Ft.Wayne — L1 Manager -
Alight-ATT Benefits center
July 27,2022 - PRESENT
Orienting new employees, Managing a team of 150 employees, Project success management, Payroll-ADP, Training, Tracking and producing a minimum of 85% and above KPI success, Insuring aligned team success in productivity and customer satisfaction, Building Client relations for long term success for, Documents preparation HR, analyzing reports to reach business goals, identifying team goals and evaluating team progress, supporting team management and evaluations of employees, collaborating with key stakeholders to provide real-time feedback on performance to direct reports, develop and monitor team to build and strengthen the skills needed to meet succession needs and eliminate risks, evaluating calls (Nice) for client success and provide proper Coaching, Ensuring proper HIPPA security and compliance success, Track record of over-achieved quotas, missed payments and create logs of misses payments, clear missed payment records for new processing, purge records
Tampa Custom Upholstery, Hybrid/Tampa — Executive
Operations Manager/Client Success Management
March 2015 - December 2022
Managing schedules, assignments & approving PTO/Time off requests, Payroll, Reviewing/processing of client invoices/employee payroll & Bonus calculations, Providing remote/in-person coaching & training for new/current employees, Responsible for informing employees of both verbal and written feedback to employees both positive and constructive, Hosting remote & in person meetings for the team & individual weekly, monthly, quarterly & yearly reviews, Keeping updated on any changes to provide written & verbal understanding of: document requirements, State/Federal Law, License requirements, proper validation of documents, compliances are fulfilled, ensuring expectations & required guidelines are met, proper expiration dates, proper format, ineligible documents, reject criteria & resources, Responsible for keeping employees on track & up-to-date with current requirements, providing Individual & team productivity reports, attendance, policies, procedures, SKILLS
CsPro, Genesys Cloud, Nice
Application Suite, Amazon
App Steam, ADP,
Synergy,InMoment -
Allegiance, Kronos, kiosk,
hosted & Smartlinks Gale
AdminPanel v 2.60, Parallels
Real Time Software,
InContact system, Zoho, CRM
system, Zipwhip, JIRA,
Saviynt, Tableau,
State/Federal/OFAC/SAMS/OI
G Exclusion/Sexual Offenders
Registry PALS, Drug test,
ACHA I-9/W4 forms and state
medical credentialing,
Microsoft/Google Software -
Office, QuickBooks, Excel,
PowerPoint, outlook, email,
internet research, social
media, windows, computer
proficient
EDUCATION
James Madison High
School, Georgia —
Diploma - 2011
Everest University, Tampa —
Diploma - 2012
Pharmacy Technician
Deans List/Presidents list
processes, changes to ensure they have the tools knowledge for success, Managing the queues, emails, escalations & problem solving., Consistently finding, researching, brainstorming & developing ways to improve process, production, protocols for Team success, Direct communication with all departments to ensure growth & needs for the company development success, Providing personalized client relations management., Conducting Interviews/Orientations/background checks, processing and preparation of invoicing/contract/payment collections Gale Healthcare, Hybrid/Tampa — Clinician
Advocate/Payroll/Corporate
Trainer/Recruiting/customerservice/Verification
February 2020 - April 2022
Client success liaison, Payroll/Billing, Corporate training, Implementing improvements, processes and procedures, Building exceptional long term client relations, Gailins successful long term partnerships to produce successful partnerships in a financial company growth, Recruiting with Full life cycle of employment, Distributed expenditure, encumbrances, receipts and receivables according to schedules, verified and Identified, researched and resolved issues, Track record of over-achieved quotas, Create logs, New processing and purge records, Reviewing and processing of applications for accuracy, Gathering client records/Background Checks/Licensing/tax Documents, Coordinated schedules by adding shifts for facilities/booking clinicians, negotiating special rates, special conditions, issue resolution progress and provided updated estimated times of resolution on an ongoing basis, In and outbound calling in a call center setting(150-200 calls per shift), correctly disposition of calls, following communication “script” when handling different topics with 1 call resolution and resolving escalations effectively, Verifying/reviewing recorded calls, screening calls, using InContact system and Zoho and a CRM system, Reviewing reports (kiosk, hosted & Smartlinks Gale AdminPanel v 2.60, Parallels Real Time Software), Reviewed, investigated and corrected errors and inconsistencies and generating employees income reports
References
Melinda Mahlman
Amanda Morales 813-***-****
Jessica Leal 813-***-****
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