Aisha Llanos
Lake Wales
Overview
8
8
years of professional experience
Work History
Patient Care Coordinator
Quest Diagnostics
08.2023 - 12.2023
- Consistently exceeded performance goals by handling an average of 200+ outbound calls and scheduling 8 appointments daily for in-home diabetic retinopathy screenings
- Adhered to company provided scripts and guidelines to ensure consistent and accurate communication with members
- Kept detailed and up-to-date records of phone call statuses with members, ensuring that important details were effectively communicated to management and corresponding health plans
Member and Provider Services
Wellsense Health Plan
10.2022 - 06.2023
- Efficiently managed a high volume of over 50 inbound calls daily to verify insurance eligibility and coverage for both members and healthcare providers
- Ensured strict adherence to HIPAA guidelines and maintained confidentiality of sensitive patient information throughout the verification process
- Conducted thorough research and processing of claims and appeals, delivering clear and informative resolutions to both members and providers while outlining next steps
Senior CX Specialist
Vacasa Vacation Rentals
04.2021 - 05.2022
- Monitored multiple channels on Slack to provide real-time feedback and coaching, enhancing team performance and ensuring efficient communication
- Effectively handled a high volume of escalated inbound calls, attentively addressing guest concerns, and providing alternative solutions for customer satisfaction within the policies of third-party booking platforms
- Addressed guest inquiries via email and chat regarding property amenities, policies, and local attractions, ensuring accurate and up-to-date information was provided
Beauty Advisor
Dillard's Department Store
04.2019 - 04.2020
- Provided personalized beauty consultations to customers, tailoring recommendations based on individual skin types, preferences, and cosmetic needs
- Demonstrated in-depth knowledge of Estée Lauder products, including skincare, makeup, and fragrances, staying informed about new releases and industry trends
- Developed and maintained strong client relationships through exceptional customer service, resulting in a loyal customer base and increased repeat business.
Sales Associate
JCPenney
11.2015 - 04.2019
- Engaged customers on the sales floor, providing friendly and attentive service to enhance the shopping experience
- Operated cash registers and processed transactions accurately, handling cash, credit, and check payments
- Maintained a clean and organized sales area, ensuring a visually appealing and easy-to-navigate shopping environment for customers.
Education
High School Diploma -
Middletown High School
Middletown, NY06.2015
Skills
- Bilingual: Spanish and English
- Effective communication
- Problem solving
- Team collaboration
- Time management
- Customer service
- Adaptability
- Critical thinking
- Microsoft Office
- Google Workplace
- Data entry
- Multitasking
Timeline
Patient Care Coordinator
Quest Diagnostics
08.2023 - 12.2023
Member and Provider Services
Wellsense Health Plan
10.2022 - 06.2023
Senior CX Specialist
Vacasa Vacation Rentals
04.2021 - 05.2022
Beauty Advisor
Dillard's Department Store
04.2019 - 04.2020
Sales Associate
JCPenney
11.2015 - 04.2019
High School Diploma -
Middletown High School