Rosemary Hernandez
Visalia,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
31
31
years of professional experience
Work History
911 Communications Supervisor
Tulare County Sheriff's Office
Visalia, CA
07.2001 - Current
- Assessed and prioritized emergency situations and assigned resources using sound, independent judgment.
- Managed public safety emergency units according to established procedures and policies using computerized dispatch system.
- Directed work, training, coaching, discipline and performance evaluation of emergency dispatch team.
- Accessed federal and local law enforcement information databases, obtained information regarding criminal history and relayed such information to field staff.
- Maintained contact with field units, accounted for location and status, tracked records of field calls and verified safety of field team members.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
- Relayed latest information to first responders via electronic means, telephone calls and radio responses.
- Routed calls to police, fire and ambulance service to meet individual call needs.
- Answered calls from automatic routing system and took basic information from callers.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Reduced risks and emergency response issues by observing public safety field units.
- Worked flexible hours; night, weekend, and holiday shifts.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Read system maps and caller information, and documented details in system.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed over 100 calls per day
Claims Customer Service Representative
Nationwide Insurance
Visalia, CA
01.1991 - 07.2001
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Reviewed and adjusted customer coverage levels to address, identify and resolve customer conflicts.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Submitted claims and initiated damage appraisal to facilitate claims process for policyholders.
- Initiated outbound customer calls to review policy reviews and late payments to avoid lapse in coverage.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Shared knowledge and expertise with co-workers to foster awareness and increase staff productivity.
- Maintained current product knowledge to meet customer needs and increase sales.
- Encouraged policyholders to submit referrals to increase client base.
- Checked documentation for accuracy and validity on updated systems.
- Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
- Verified client information by analyzing existing evidence on file.
- Generated, posted and attached information to claim files.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Posted payments to accounts and maintained records.
- Maintained confidentiality of patient finances, records and health statuses.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Collected premiums and issued accurate receipts.
- Presented insurance options to customers in order to close sales on new policies.
- Reviewed 60 patient cases per week and verified insurance coverage information
- Calculated adjustments, premiums and refunds.
Education
Certificatiom - Medical Adminstration
San Joaquin Valley College
Visalia, CA06.1990
High School Diploma -
Dinuba High School
Dinuba, CA06.1987
Skills
- 911 System Information Databases
- Service Delivery
- Providing Clear Directions
- Information Relay
- Call Routing
- Data Systems Operation
- Prioritizing Situations
- National Crime Information Center (NCIC)
- Conflict Resolution
- Clerical Support
- Excellent Customer Service
- Operations Supervision
Languages
Spanish
Timeline
911 Communications Supervisor
Tulare County Sheriff's Office
07.2001 - Current
Claims Customer Service Representative
Nationwide Insurance
01.1991 - 07.2001
Certificatiom - Medical Adminstration
San Joaquin Valley College
High School Diploma -
Dinuba High School