Quality Assurance Service Representative

Alicia Osorio

*** ******** ***** • Hackensack NJ 07601 • 347-***-**** •

************@*****.***

SUMMARY OF QUALIFICATIONS

Dedicated to maintaining customer satisfaction and contributing to company success

Proven ability to establish rapport and provide stellar services with customers, patients, and staff

Knowledge of HIPAA regulations, quality assurance, over 10 years of customer/patient service fulfillment

Computer Competencies: Microsoft Suite, ADP, SharePoint, CMS Application, Retirement Manager, NJMMP

New Jersey Certified Notary Public

PROFESSIONAL EXPERIENCE

Public Service Enterprise Group

May 2022-present

Customer Service Representative

• Responding to inbound calls regarding customer bills, service outages, account management, and other service-related questions with one-call resolution in a high volume call center and/or remote environment

• Maintain and manage confidential customer files by updating information as requested

• Processing service requests, handling complaints, and providing information about services and policies

• Assisting customers with new account set up, account deactivation, maintenance, processing payments, and payment arrangements

• Educating customers about energy saving tips, payment assistant programs offered by NJ state and PSEG

• Use of all Microsoft Suite, SAP/CRM, CX One phone systems

The Apothecarium - TerrAscend Corp.

October 2021-April 2022

Wellness Associate/Production Technician

• Assist patients and caregivers with cannabis recommendations through the process of product selection, affects, potency, dosing, methods of consumption and administration

• Maintain all seed-to-sell tracking system using company POS and eComm platform

• Comply with HIPAA regulations while entering patient information in system

• Package infused forms of product (tinctures, oil, edibles) from lab into proper containers with proper labeling to ensure compliance with NJ state regulations and quality assurance

• Keep a precise count of all packaged product and weight(s) of product used for an accurate end of day reconciliation of packaged inventory

• Licensed medical marijuana sales associate, use of MJ Freeway System, SWEED, and NJMMP

BO7 Construction Corp.

October 2018 – March 2020

Office Manager

• Issued purchase orders to all vendors and subcontractors

• Prepared and submitted all submittals, change orders, proposals, and project documents for the General Contractors to submit to the engineers

• Spearheaded collaboration with project managers on payment requisitions, log updating, tracking and other related administrative responsibilities

• Monitored and tracked daily employee attendance, verified work schedules, days off and vacation time

• Responsible for filing work permits and weekend permits in a timely fashion

• Attended county court to represent the company regarding citations, summons and tickets

• Assisted in picking up and delivering of specific construction materials, i.e. plaster, paint brushes, paints, locks, door handles

• Produced and distributed payroll checks to employees using Quickbooks

• Responsible for daily opening and closing of business

• Use of all Microsoft Suite, TSheets, Chase business accounts, QuickBooks

Bronx- Lebanon Hospital Center

April 2017 – July 2017

Human Resources Associate II - Benefits

• Developed and maintained relationships with new employees and current employees to assist with any human resources issues

• Provided explanation of employee benefits to all non-union employees

• Managed organization-wide employment leaves and benefits including Worker’s Compensation, FMLA, Earned Sick Time, and Affordable Care Act health benefits

• Received Worker’s Compensation claims, completed pension requests and assisted with flexible spending accounts

• Provided daily updates for management of employees that are out on disability, Worker’s Compensation and FMLA via Excel spreadsheet

• Assisted in processing applications for financial hardships, annuities, and 403Bs

• Processed commuter benefits forms, dues/fee changes for deductions in time for payroll

• Hand delivered physicians and surgeons paychecks to their dormitories

• Performed general clerical duties like typing, filing, copying, faxing, answering phones, and responding to emails

• Use of all Microsoft Programs, ADP, ReportSmith, Retirement Manager and KRONOS

CenterLight Healthcare Systems, (non-for-profit)

March 2005 – March 2016

Central Referral Unit Intake Coordinator

• Responsible for responding and processing an assigned region of referrals received by phone, email, or fax for coordinated managed long-term care

• Developed and maintained a professional relationship with each potential member, while facilitating them with choosing a plan that fits their needs by educating and selling the organization’s products and benefits

• Investigated each potential patients’ medical coverage history and financial status to decide how to move forward with the case

• Held departmental presentations using Microsoft excel spreadsheets using advanced personal knowledge of vlookup functions to manage enrollment statuses of the assigned case load and to keep management informed

• Supervised and track each referral until it becomes an enrollment with consistent communication, and check for any updates and changes to information related to NYS Medicare/Medicaid through US Government authorization

• Scheduled potential patients’ appointments for state evaluations, nursing assessments and entitlement related issues

• Responsible for creating and keeping case files for each individual patient to facilitate the flow of confidential information

• Increased enrollment numbers 30% by demonstrating the ability to be self-directed, highly organized, multi-tasked, and proficient in critical thinking skills

• Assisted marketing team with marketing events to help increase referrals and membership

• Retained knowledge of standard insurance company verification requires in comparison to Centerlight standards

• Use of all Microsoft Suite, Salesforce, SharePoint, Performance Manager Healthcare Source, ePACES, CMS Application and Health Commerce Systems

EDUCATION

St. Francis College, Brooklyn, NY September 1998 - June 2000

Monroe College, Bronx, NY January 2007 – January 2008

Microsoft Excel Advanced courses provided by Coursera.com – November 2021 –January 2022

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