Customer Service Call Center
Resume:
Heather Baez
Objective
A positive, upbeat, outgoing, and self starting candidate seeks employment in an environment where the
skills and knowledge attained can be used to grow the organization.
‘Skills/Experience
"13 plus years in a management role
Accounts Receivable
‘Aged Collection Reports and collected funds owed monthly
“Call center customer service and tech support
“Collection calle made and sent collection letters to achieve collection goals
‘Collected over 38K per month in collections and aged accounts
“Billed clients to private and government insurance companies monthly
‘Billed approximately 200K per month in both private pay invoicing and insurance invoicing
“Call logs and data entry on a dally basis with Soneto and Salesforce systems
“Direct contact with clients and families to startup care services with follow up calls
“Sales call and communication with families on a dally basis
“Customer Service and Complaint calls made on a dally basis by clients
‘Mandated reporting to authorities when needed to contact APS or local Police
‘incident reports and logging into Salesforce and Soneto
“Meeting monthly deadtines of annual employee evaluations and entering them into Salesforce for accreditation
compliance
“Maintaining in home 90 Day Client assessments and fllow ups, logging it into Salesforce and Soneto for compliance
“Long and short term care insurance knowledge
‘Long term care insurance verification of benefits by phone or fax to Bankers Life and Casualty, CalPers, John Hancock,
Genworth, Workers Comp Insurance claims
“Obtaining prescriptions from client's Doctor's offices for benefit assurance
“Short term care insurance verification of benefits
“Management of allotted hours for LTC and STC benefits summary reports through Excel and Word documents
“Biweekly payroll submission and payrol taxes through ADP and Soneto
“Timesheet management, collection, and entering by hand the hours in Soneto for payroll submission
“Entering timesheets into Soneto and scanning them to a server to achieve paperless billing
“Hiring and training over 8 new employees per wook
“Performed 8 monthly spot checks on employees per month on site
“Meeting employee state requirements and deadlines for Homecare agencies through Department of Social Services
Government ste
“Acquired accreditation through JAHCO The Joint Commission, and CASAM in 2012
“Maintained the requirements for both Accreditation and State Laws needed to pats audits and sustain compliance
Employers
“Princess Cruises
24305 Town Center Dr
Santa Clarita, Ca
1122/18 - present
Call Center, Customer Service and Technical Support Agent
Direct Supervisor- Megan Fugate 661-***-****
Contact this candidate