Aisha Llanos
Lake Wales
Overview
8
8
years of professional experience
Work History
Patient Care Coordinator
Quest Diagnostics
Remote
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
Remote
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
Remote
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
Lake Wales, FL
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
Lake Wales, FL
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