CSR, Social Media Content Reviewer, IT Specialist, USPS Carrier

Trudy Deleon Soto

*****.*******@*****.*** MANOR, TX, US +1-512-***-****

PROFESSIONAL SUMMARY

Healthcare Industry, provider's, clients, vendors institutions, behavioral health advocate. United States Postal Service Mail Carrier Associate.

WORK HISTORY

Rural Carrier Associate (RCA) at United States Postal Service June 2023 - October 2024 (1.5 Years)

Sorted and distributed incoming mail to appropriate departments, ensuring timely delivery Processed outgoing mail by weighing, stamping, and labeling packages and envelopes Resolved customer inquiries regarding lost or misdirected mail in a professional and efficient manner Collaborated with other departments to coordinate interoffice deliveries and courier services as needed

Customer Service Rep Wireless Home Internet Technical Support at ACCENTURE FLEX-CLIENT VERIZON WIRELESS

September 2022 - March 2023 (0.5 Year)

Adding home Internet 5G service for new customers includes troubleshooting support for any devices they may incur needed assistance Scheduling deliveries with customers purchases with protocol disclosure agreement Providing helpful knowledge base tools and tips to manage all equipment use or detailed features of each device on the accounts XML programming language to understanding the support platform when troubleshooting step by step protocol Platform Experience Practitioner Content Review at Accenture Flex LLC January 2022 - October 2022 (1 Year)

Review potential infringing Intellectual Property reports and resolve according to company policy providing feedback on trends, escalations, tool systems corresponding on a daily routine on social media, Facebook, Instagram, TikTok, WhatsApp, YouTube, responding to reported tickets through a queue sequence Providing direction to these inquiries and submitting the correct content review specifications per social media guidelines Review content for intellectual property violations. Assess authenticity of account ownership and optimize algorithms to identify fraudulent accounts Provide suggestions to improve the process and workflows. General data entry related tasks In this role, I experienced and was exposed to potentially disturbing content which I handled well at level of resilience and maturity Contract Assignment Virginia DSHS Public Health Department at TEKSYSTEMS January 2021 - May 2021 (0.5 Year)

High volume contact center environment turnover calls back-to-back Remote assignment provided with hardware equipment security clearance and 2-factor authentication to abide by Microsoft online.com work account- portal direction setup - for correspondence Created personal profiles of potential candidates’, managing secure private information – clients medical records accounts for all patients for accessing their vaccination records and other DSHS Health concerns. Abide by all national standards to protect sensitive patient health information within the HIPAA guidelines and regulations law Multitasking duties verifying candidate’s appointments that were pre-scheduled in the client support database. Data entry information at high volume workloads updating PHI on a daily repetitive basis Meet daily schedule adherence quality assurance percentile and metric performances weekly, attend zoom meetings, adjusting working schedule for training attendance or learning regimens, meet or equal to time management direction

Blackout Operator at Tata Consulting Services, Ltd May 2019 - November 2020 (2 Years)

Remote work Intel hardware equipment to use at home per client, GOOGLE, Inc. Monitor live video streaming using in-house tools and dashboards such as DVR programming extension tools by GOOGLE, Inc., Monitoring live airing sporting events on broadcasting stations that our client is contracted to manage in North America Make sure that YouTube TV programming is airing as scheduled Managing multiple tools, applications in web browsers subsequently Adjust live event(s) and or program(s) using the schedule audit tool also known as the EPG tool Programming adjustments must be accurately done as per client YouTube TV guidelines and expectations for their customers Disable and enable viewing criteria in the pacific areas managed by the client or station owner who process these viewing restrictions Focusing on the start and end times of these program airings QA and metrics met at 100 accuracy with zero errors per the client, GOOGLE, Inc., Everyday use of GOOGLE apps, extension tools, spreadsheets, chat rooms, hangouts, IM messaging apps, PowerPoint software, Gmail, keep, docs, sheets. Use of Microsoft products like Outlook, MS Word, excel, Microsoft 365 and office suite apps and software and hardware Editing adjusting certain blackout programming, knowing the knowledge on how to do so and there search on where to locate its embargo station results Knowledge of Google apps, Google tools, products, services, and communications. Daily mandatory virtual meetings using Google meets, accepting in through Google calendar. Accepting cross training to have as learning a new skill or one-on-one coaching at times when available and it is recommended to get more knowledgeable at your job Worked closely with other operators in team huddles solving system malfunctions, addressing blackout changes, summarizing ideas with other teammates, and communicating with our team, team leads, supervisors, and GOOGLE personnel team managers to implement latest arrangements to the system platforms to make it better for our customers experience Contract Assignment Provider Enrollment Specialist at BCFORWARD August 2018 - October 2018 (0.5 Year)

Interact professionally with providers and ancillary staff to provide appropriate and timely response to inquiries and concerns regarding provider enrolment File maintenance for Medicaid programs and all other provider types Process to completion 100 of assigned applications utilizing documented work instructions and meet minimum quotas daily Data entry of paper applications with validation of provider submitted enrolment information to ensure the enrolment application meets the minimum standards Send out deficiency letters to notify providers of incomplete inaccurate applications, revise existing deficiencies based on QA audits Respond to inquiries regarding status of applications received. Research and resolve work information using in house tools as KB Assigned a daily workload and a completed request to assign more if complete early or need to help others to get the quota met Weekly meetings held with supervisor and backups to go over weekly stats, quota, performance, updates, revised documents Worked with other team members, and supervisors to resolve certain caseloads in a highly fast pace working environment

Customer Service Representative II at LogistiCare Solutions June 2018 - August 2018 (0.5 Year)

High volume Contact Center working environment excessive inbound calls Transferring Medicaid recipients to the Tele-Ride department. Where the Medicaid recipients can communicate with a representative who sets up a time to pick up the customer who needs rides to and from their doctor visits Interacts with customers to provide information in response to inquiries about products and services Handle and resolve complaints, reservations, schedule Medicaid client pick up and drop off transportation Call to other departments on status of departure for a client, status on ETA s, location status Handling of incoming inbound calls in a fast pace high volume medical transportation program through specific healthcare plans contact center focusing on the healthcare field Ensured efficient and accurate entering of all requests from the client, or client s authorized family members who are allowed to contact our services on the client s behalf, or other authorized personnel who can speak on the client s behalf Documenting complaints and issues while providing superior customer service Assist customers with transportation questions and concerns, schedule, modify and cancel reservations as requested, ensure that all relevant customer information is documented

Contract Assignment Enrollment Broker at Hawkins Personnel Services June 2018 - August 2018 (0.5 Year)

Responding to numerous phone inquiries Using standard technology telephones, e-mail, and web browsers Assisting callers in finishing online applications Completing daily electronic call logs Filling out timesheets Adhering to privacy rules Connecting callers with leadership as needed Maintaining up-to-date knowledge of regulations and policies as they apply to the healthcare programs we service Reporting problems through an easy online system Responding to telephone inquiries within set time parameters Completing all assigned training as necessary Customer Service Representative II at Collabra

May 2018 - June 2018 (0.5 Year)

Handling inbound and outbound calls. Managing inboxes with incoming emails, faxes with inquiries, orders, and range of requests from customers, patients and the field. Experience working with Microsoft Office Suite. SAP,ERP. I facilitate new account setup and account changes, make welcome calls to new customers, validate pricing eligibility, facilitate pricing setup and assist accounts in receiving. Manage direct to physician orders placed via phone, fax, email, and sales reps (providing field sales support).

Provider Contact Representative, CSR II at ARTECH Information Systems November 2017 - February 2018 (0.5 Year)

Experienced working in a fast-pace contact center handling inbound calls from Healthcare Providers. CRM system utilized for entering each caller’s information. Verified Medicaid client s eligibility for coverage for medical, dental, long-term care, and Medicare providers. Followed all HIPAA guidelines and requirements Audited claims documentation to ensure accuracy of service dates for claim purposes Determined if the member had any insurance coverages and obtained details from the provider. Extensive knowledge of Medicaid managed care organizations plans and knowledge of how to contact these MCO groups. Provided claims details on how to submit a claim looking at the claims and explaining the status of a claim to the provider. Researched the decisions that TMHP has made on Medicaid claims. Escalated tickets to tier II and tier III teams when necessary or when providers ask for an escalation. Provided TMHP claims appeals and state administrative appeals information and addresses directing providers on the process of new day claims, claim appeals. Experienced with filing deadlines on claims, what type of forms to use. Created tickets for each call referencing the client with a auto generated ticket number EDUCATION

Austin Community College - High School

Graduated 1970-01-01

Science Math English Writing

Southern Careers Institute - Bachelors Degree

Graduated 1996-01-01

Business Administration

SKILLS

Microsoft Word, 20 years

Java (Programming Language), 5 years

Microsoft Excel, 20 years

Research, 25 years

Artificial Intelligence, 10 years

Algorithms, 1 year

Technical Support, 10 years

Editing, 4 years

Audio Equipments, 20 years

Auditing, 2 years

Authentications, 10 years

Telecommunications, 20 years

Behavioral Medicine, 5 years

Billing, 5 years

Customer Relationship Management, 25 years

Medical coding, 10 years

Organization/Details/Analysis, 10 years

Customer service, 25 years

Transportation, 10 years

Data Entry, 25 years

Health Plans/Insurance, 10 years

Communication/Verbal, 25 years

Multi-tasking, 25 years

Administrative Assistant, 15 years

Numbers/Ten key, 10 years

Management, 5 years

LANGUAGES

English, Native/Bilingual

Spanish, Advanced

CERTIFICATIONS

Associates Degree

SOCIAL NETWORKS

Linkedin, http://www.linkedin.com/in/trutodap78653 ABOUT ME

I have a drivers license

I have management experience: 1 years

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