Information Technology Social Media

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MICHELLE V. DIAZ

813-***-**** • **********@*******.*** • Tampa, FL

linkedin.com/in/michelle-diaz18

EDUCATION

Bachelor of Science (BS) in Health

Science with a Concentration in

Health Management, Health

Information Technology &

Informatics

University of South Florida (Spr 21)

Associate of Arts (AA) in Allied

Health - Hillsborough Community

College (Spr 17)

CERTIFICATIONS

Mobile Technology for Health

Online CoPs for Global Health

Social Media for Health &

Development

Data Use for Program Managers

Data Visualization

JP Morgan Chase Spanish Fluency

Adult & Pediatric First Aid / CPR /

AED

COMPETENCIES

Program Management

Project Management

Healthcare Informatics

Healthcare Information Technology

Business Needs Analysis

Data & Systems Analysis

Financial Management

Data Analytics

Continuous Process Improvement

Excellence in Patient Care

Public Health Policies

Social & Behavioral Health

Regulatory Requirements

Compliance

TECHNICAL KNOWLEDGE

Healthcare Information Systems

Electronic Healthcare Records (EHR)

Electronic Medical Records (EMR)

Financial Management Platforms

Customer Relationship Management

(CRM) Software

Microsoft Office Suite to include MS

Excel, Outlook, PowerPoint, & Word

PERSONAL SKILLS

Team Player

Cross-Functional Collaboration

Partnership & Relationship Building

Analytical / Goal-Driven

Organized / Detail-Oriented

Innovative Problem Solving

Strong Verbal, Written, Presentation,

& Interpersonal Communication

Health science major seeking professional opportunities that expand my knowledge, experience, and skills in public health. Communicates effectively in cross-cultural environments by leveraging bilingual fluency in English and Spanish.

EXPERIENCE

Site Supervisor, Before and Afterschool Enrichment (BASE) Tampa YMCA Tampa, FL 8/2023 to Present

Oversees multiple programming that enables personal and professional development, mentorship, learning, and health and wellness activities for youth customers. Leads and inspires cross-functional team/YMCA staff ensuring excellence in customer service and program execution. Cultivates an environment of inclusion, growth, and development fostering a positive atmosphere and enhancing the self-esteem and self-concept of valued patrons. Reports directly to the Program Director.

• Engages customers in a client-facing environment ensuring participation in diverse programs enhancing overall wellness, personal growth, and professional development.

• Implements risk management strategies, safety initiatives, and site security protocols safeguarding over 200 customers daily.

Student

University of South Florida Tampa, FL 8/2017 to 5/2021 Relevant Coursework:

Health Informatics - Health Information Technology - Health Information Security Information Architecture - Systems Analysis - Information Policy - Healthcare Communications Medical Terminology - Biomedical Ethics - Financial Accounting - Public Health Critical Issues Human Resource Management (HRM) in Healthcare - Managing Information Systems Student Assistant – Allied Health Science Department Hillsborough Community College Tampa, FL 2/2015 to 5/2017 Selected to directly support the Assisted Dean with academic and departmental projects. Conducted research, data gathering, and metrics analysis. Managed department syllabus changes and distribution. Assisted student recruiting events and healthcare/health science program orientations. Reallocated funding for student certification testing.

• Arranged a 200-person volunteer team for a one-day mass casualty exercise; coordinated with Emergency Response Services and 12 hospitals to ensure compliance with state regulations.

• Gathered data analytics and project costs to facilitate contract agreement for the building project.

Collections, Payment Processor, and Front desk

Credit Control Tampa, ST 2/2006 to 2/2015

Managed third-party collections for banks and large retail clients. Initiated communications to reach delinquent account holders, collect payments, and close accounts. Conducted customer follow-through to ensure payment facilitation and proper records management. Orchestrated settlement arrangements and full payment services. Maintained regulatory compliance and upheld federal/state guidelines.

• Handled 1K rotational accounts monthly averaging $5K in overdue payments; sharpened account focus to process and close 97% of unpaid balances.

• Exceeded corporate standard by generating over $6.3K monthly account collections.

• Drove pre- and post-acquisition process improvements; set benchmarks for multiple sites and onboarding/training of a 100-person workforce.

Customer Service Team Leader

JP Morgan Chase Tampa, FL 12/1997 to 12/2006

Performed customer service functions, conducted financial analysis, and resolved client issues to reduce delinquent payments and repossessions. Handled aging accounts to include loans, leases, and credit card debt. Partnered cross-functionally to process probates, bankruptcies, fraudulent accounts, and payment defaults. Completed trend analysis to detect fraud.

• Leveraged bilingual fluency to communicate with Spanish-speaking clients; resolved customer concerns through research, analysis, and coordinating service escalation.

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