Administrative Support Customer Service

Michael R. Cardona

347-***-**** • ***********@*****.*** • San Antonio, TX

Administrative Support and Client Service Specialist

Interfacing with customers and providers via telephone, email, in person, showing empathy and sincerity, conducting research, applying information as necessary, research database records to determine any problem or discrepancy to resolve issues, referring to appropriate department for further investigation if needed, communicates with customers regarding their needs, questions, and concerns; initiate required action on customer service requests for order changes, communicate all changes to the appropriate departments. Processing complete customer satisfaction surveys, including negative comments or situations from customers. Providing customers with resolution status and following up with the customer. Developed strong rapport with clients, ensuring their needs were promptly addressed and care was taken in every client contact to enhance their experience.

Long term background covering administrative support and procedures, record keeping and maintenance, filing and sorting, coordinating schedules, organizing data material, able to establish and maintain effective working relationships with team members, co-workers, supervisors, clients, and outside organizations. Experienced in coordination of benefits, particularly in relation to employer group plans, ensuring timely and accurate processing.

Working knowledge in office procedures, and practices in office management, including administrative procedures. Understanding of the internal processes of medical facilities, healthcare revenue cycle, and med-legal terminology, including knowledge of CPT and ICD-9 coding, complete understanding of HIPAA Privacy Rule and Security Rule, auditing, monitoring, making corrections on rejected claims utilizing the failed export report. Demonstrated judgment and analytical skills in managing the normalization of data and resolving discrepancies.

Excellent interpersonal relations and communication skills emitting a positive enthusiastic attitude, quick study, adapt easily to new procedures and technology, good listener, collaborative, customer focused with excellent verbal and written communication skills, in both English and Spanish. Applied customer feedback to analyze service areas needing improvement, spearheading special projects to enhance overall customer satisfaction.

Listening carefully, showing empathy and sincerity, to customers while documenting complaints, investigating customer complaints by verifying with all parties involved, reviewing all records, coordinating complaint resolution with current management, recording resolution status, following up with customers on status as needed. Ensured effective communication on all phone calls, maintaining professionalism while addressing concern.

Trained in customer service healthy communication patterns, and crisis management scenarios to interface effectively with diverse populations, providing expert level of assistance to clients with strong or escalated issues that have not been successfully resolved; use of proactive approach to assist customer base and provide options to reduce further incidence of same call back.

Strong problem solving skills with the ability to learn and operate well within a team, ability to understand and follow instructions with strict operating procedures, following up with a sense of urgency and timeliness to meet customer service call demands. Orchestrated and participated in special projects to improve procedural efficiencies, enhancing team workflow.

Computer skills include working knowledge in MS Office Suites applications, Excel, Word, PowerPoint, Outlook, including Mac O/S operating systems, Siebel CRM Systems, financial services, collections and credit bureau research. Follow-up on suspense date deadlines, assisting with invoice, general ledger accounting, working knowledge in accounts payable, accounts receivables, three-way matching, bookkeeping, data entry, filing, and organizing of material, compiling data for updating, indexing, and scanning, skilled administrative support including typing, word processing, mail preparation, copying, data entry corrections into databases, Outlook, Excel files, spreadsheets preparation, verifies data, prepares materials for PDF printing and distribution using office automation equipment, such as fax, scanners, legibility, and e-filing, scanner and video, ensuring strict confidentiality in handling of employee and financial data. Adept at utilizing analytical tools to identify trends and improve financial claims processing significantly.

*Translated technical operations manual (Computerized Accounting)from English to Spanish used for computerized training of Accounting Operations and Property Management Systems, in use at major Hotels, Resorts and Casinos.

LaFamilia Insurance 01/2025 - 05/2025 9355 Culebra Rd. San Antonio, Texas 78251 Licensed Insurance Agent and Customer Service Representative– providing information regarding Automotive, Home and Apartment renters Insurance; we gather information for the customer’s insurance needs (financially and long term) to find the best possible coverage for their situation. In charge of EOD (End of Day) office balancing for all cash and credit card payment processing.

AdjustPro Solutions 04/2024 - 07/2024 Nerd Power Company (Parent Company Phoenix, Az.) Local office in San Antonio, Texas; Office Administrator and Payments Coordinator, handling claims and adjustments for any roof work or roof completion in the San Antonio region;

Office closed due to low volume of business; I declined the offer made to work in Phoenix Az.

U.S. Department of the Treasury IRS Div 10/2021 – 2/2022 Calle Tabonuco #7 Guaynabo, Puerto Rico 00920 Contact Bilingual Representative Entry-level position in Compliance Operations resolving issues and obtaining information about tax administration from English and Spanish speaking customers; conduct a full range of administrative and technical assistance to individuals and or businesses primarily through telephone and or face-to-face contact, which involves a wide range of tax processing, regulatory requirements, and procedures administered by the Internal Revenue Service. This position requires fluency in English and Spanish to successfully accomplish the assigned duties and responsibilities. Resigned due to COVID19 health issues, medical compliance submitted.

Puerto Rico Telephone Co. (DBA) CLARO 6/2019 – 12/2021 1513 Av. F D R Blvd, Guaynabo, PR 00920 Fiber Optics Migration Project Coordinator (Installation & Repair department)

Picked by Plant Service Manager to contribute to service quality and customer relations for Metropolitan Region of Bayamon Municipalities in Puerto Rico; as a telecommunication fiber optics Project Coordinator verifying available stock inventories and materials with company and clients, process work orders and perform QA/QC of subcontractor’s installation jobs. Engaged in thorough analysis of the service delivery process to identify areas for improvement.

* Proposed, implemented, and adopted as CLARO’s Best Practice, the subcontractor installation and client service contract, and guarantee terms. Added an amendment to contractor’s agreements, with New Repair Charge Back fees, to guarantee client service within a month of installation.

XEROX of P.R. 10/2016 – 9/2017 1142 F D R Blvd. San Juan P.R. 00920 Claims and Accounts Payable Coordinator – (one year contract) Federal Government Programs. Leveraged English/Spanish language skills to salvage and revitalize Federal government accounts by leveraging technical language, product knowledge, and market concerns with effective communication skills to provide customer service and drive sales of sophisticated imaging and office equipment; keep track of assigned accounts, identify and control Accounts Receivables debts; planning recovery of debt payments; strong phone activity with clients and debtor, negotiating payoff payment plans; handling questions or complaints; investigating and resolving discrepancies; maintaining excellent relationships with customers. Collaborated closely with the Director of Operations to enhance departmental efficiency and customer service.

*Assisted HR Dept with recruitment, employee records management, personnel Files, and enhancing HR efficiency; Contact references, conduct background checks on applicants, support new employee orientation and onboarding processes, maintain and organize employee records, including HR process documentation; perform additional duties as assigned by administration, inventory control, updating account status and database regularly, including maintenance contracts for Puerto Rico Family Department-Child Support Division, Social Services, DFPS, and Health care Providers, covering all aspects of CHIP, TANF, SNAP, including MEPD programs to resolve claims issues.

EDUCATION City University N.Y., NY, 10010 Studies Liberal Arts (Non graduate), 1992 total credits sixty-two

New England Institute of Technology at Palm Beach, (A.A.S), 33404, 1992 total credits 62 Electronics Technology, A+ Certified, Network Administration Diploma,1994

High School Diploma - Miguel de Cervantes High School, Bayamón, PR.

I am currently enrolled with Southern New Hampshire University, Accounting/Finance major, with 76 credits (2) years Accounting completed