Customer Service Case Management
Resume:
Yadira Pedraza
Inverness, FL *****
************@*****.***
Professional Summary
Sales Tracking Decision Making Cost Reduction
Monitoring Marketing Problem Solving Customer Relationship Quality Management Team Building Leadership Sales Force Revenue Goal / Growth Performance Evaluation
Authorized to work in the US for any employer
Work Experience
Case Management
Falck-Inverness, FL
May 2024 to August 2025
Respond to inbound customer calls, determine their needs and offer solutions to meet those needs Make outbound customer calls
Open & manage all aspects of inbounds and outbound cases Provide excellent customer service at every touchpoint, and should you need help managing a customer’s concern, your lead/manager will be there to help with resolution Complete escalated case report as assigned by Lead Serve as subject matter expert and have a full understanding of Falck’s customers Completely document all interactions Falck’s CRM system Activate, direct, and monitor Falck’s vendors
Understand and manage the process for evacuations, repatriations and repatriation of remains Manage complex cases
Participate in customer meetings as requested (such as Rounds) Collaborate with Falck’s medical team
Understand world geography, travel and security restrictions, and comfortable with research Ability to be empathetic when working with people who are experiencing a traumatic life event Have a sense of urgency
Be able to work independently and a part of the team Daily task management
Manage email queue as assigned
Remain on queue/monitor Genesys dashboard
Remote Tax Preparer Assistant
Intuit-Inverness, FL
January 2022 to April 2024
• Helping customers complete their taxes using Intuit TurboTax products. By providing tax advice, full service return preparation, tax calculations, and managing product/software inquiries, advancing our goal of “Powering Prosperity Around the World.”
• Troubleshoot system error, transactions or accounts.
• Utilizing government websites, professional resources, and team expertise to seek out and deliver the right answer to the customer using everyday language.
• This is a virtual, customer-facing role, use our state of the art video communication software to interact with customers, and document interactions to maintain accurate records.
• Applications used for communications: Smart look; Glance; Slack channels; Launchpad; Salesforce: Elevate for knowledge base and team room.
• Contract ended
5 Stars Barbers, Owner
5 Stars Barbers-Tavares, FL
2019 to April 2024
• Produced media kit that demonstrated key marketing analytics.
• Advertise Twitter, Facebook, Instagram, Word of Mouth
• Generate new clients.
• Marketing/Promote/Advertise
Site Supervisor
Curative inc-Bushnell, FL
2021 to April 2022
• Setting up and preparing testing site.
• Checking people in for appointments and directing walk ins.
• Tracking and reporting key data points.
• Participate in training and continuing education as necessary.
• Comply with designated safety policy and procedures in work area, including the use of protective equipment when necessary to prevent exposure to potentially infectious agents.
• Understand and comply with applicable federal, state and local law and company policies.
• Maintain HIPPA standards.
• Implement policies and procedures.
• Contract ended.
Remote Customer Service Agent
Omni Interactions, Inc.-Colorado
2019 to October 2021
• Serving as the primary point of contact for customer transactions through the full cycle
• Processing transactional orders to ensure accuracy.
• Obtaining and processing signed lease agreements/contracts and/or purchase orders.
• Troubleshooting various issues.
• Obtaining Resources for clients.
• Directing clients to the correct platforms.
• Collecting payments accurately invoice and payment.
• Contract ended
General Manager
RAP Hospitality-Orlando, FL
2016 to 2017
• Contributed sales increase in monthly.
• Reviewing and correcting reports, posting, balance charges, settle our accounting program.
• Oversee daily operations to ensure profitability through outstanding hotel presentation.
• Maintain vendor relationship regarding supplies, facilities up-keep and inventory.
• Enforce operating SOP & safety standards.
• Monthly Preventive Maintenance
Administrative Assistant
Visiting Angels-Orlando, FL
January 2013 to January 2015
• Review of HHA’s, LPN’s & CNA’s proper documentation for agency approval.
• Run level2 background screening through ACAH for all potential contractors.
• Interview all qualified applicants on a daily basis.
• Screen all applicants, employment verification & reference checks.
• Quality visits / Quality Assurance in Orange & Osceola county travel in company vehicle to visit clients.
• On call 24 hours for the emergency on call service.
• Dispatch work to contractors & make schedule for clients.
• Conduct Orientation classes for all new hires.
Education
Certificate in Project Management
New Horizons-Orlando, FL
October 2019
Diploma in Medical Technology
Paramus, NJ
January 1996 to June 1997
High school diploma or GED
Skills
• Computer literacy
• Home care
• Customer service
• Management
• Cardiology
• Operating systems
• E-commerce
• Bilingual
• Retail sales
• Conflict management
• Hotel management
• Office management
• Databases
• Mechanical knowledge
• Research
• Customer support
• Outside sales
• OSHA
• Medical terminology
• Microsoft Excel
• Medical collection
• Payroll
• Supervising experience
• Microsoft Office
• Typing
• Hotel experience
• Sales management
• Quality assurance
• Project management
• Human resources
• Live chat
• Mentoring
• Store management
• Google Docs
• Data collection
• DME
• Analysis skills
• Customer service (10+ years)
• Windows
• Software troubleshooting
• Inventory control
• Microsoft Word
• Vendor management
• Employment & labor law
• Spanish
• Contracts
• Front desk
• Training & development
• Financial services
• HIPAA
• Copywriting
• Information security
• Administrative experience
• Shipping & receiving
• Medical scheduling
Languages
• Spanish - Expert
Certifications and Licenses
OSHA 10
Present
Driver's License
First Aid Certification
Contact this candidate