Alicia Castillo
Ravenna,OH
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
28
28
years of professional experience
Work History
Food Delivery Driver
Door Dash
Columbus, OH
11.2022 - Current
- Delivered food orders promptly and accurately, ensuring high customer satisfaction.
- Navigated efficiently through various routes using GPS technology to optimize delivery times.
- Resolved customer complaints effectively, enhancing overall service quality and retention.
- Managed multiple deliveries simultaneously, maximizing efficiency and productivity.
- Maintained a high level of professionalism throughout interactions with both restaurant staff members and customers.
- Utilized GPS systems effectively for accurate routing and delivery time estimates.
- Provided excellent customer service by being friendly and courteous during interactions to increase satisfaction and loyalty.
- Verified orders prior to completing deliveries to avoid customer complaints.
Associate I – BPM
UST Health Proof
Columbus, OH
08.2021 - 07.2022
- I was responsible for meeting claims productivity targets of claims per hour or day as set by team lead.
- I was required to keep updating my knowledge of physician practice, hospital coding, billing, medical terminology, CPT, HCPCS, ICD-9, ICD-10, UB04, CMS 1500, authorizations, and learn all the information given to accurately process each claim.
- I was responsible for processing assigned claims based on client specified guidelines or as directed by my team lead.
- I attended and successfully completed all trainings scheduled by the client and employer.
- Followed all of HIPAA’s rules and guidelines.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
State Tested Nurse Aide (STNA)
Nurse Staffing / Gale Healthcare Solutions
Columbus, OH
10.2016 - 03.2019
- Assisted nursing staff with patient care, ensuring comfort and safety during daily activities.
- Monitored vital signs, reporting changes to registered nurses for timely interventions.
- Maintained accurate patient records, documenting observations and care provided throughout shifts.
- Trained and mentored new nurse aides, fostering a collaborative team environment and enhancing service delivery.
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Assisted with daily living activities for patients, ensuring optimal independence and quality of life.
- Tended to patients with diverse medical conditions, including dementia, Parkinson''s disease, and diabetes, adapting care approaches accordingly.
- Facilitated seamless transitions between shifts by delivering thorough reports on patients'' status at shift handover meetings.
- Improved patient mobility by assisting with range-of-motion exercises, ambulation, and transfers.
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
- Enhanced patient comfort by providing exceptional personal care and maintaining a clean living environment.
- Used company software and databases to maintain records of services performed and patient conditions.
- Documented vital signs to inform nurses and physicians of any changes in patient status.
- Provided compassionate end-of-life care for terminally ill patients while comforting grieving family members during difficult times.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
Call Center Claims Specialist / Customer Service Specialist
Allstate Insurance
Hudson, OH
05.2001 - 11.2001
- Evaluated and processed insurance claims with attention to detail and accuracy.
- Collaborated with adjusters to ensure timely resolution of complex claims issues.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Followed up with customers on unresolved issues.
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
Call Center Customer Service Specialist for Phone Repair Department
Carey & Littler Staffing / Alltel
Fairlawn / Hudson, OH
12.1997 - 07.1998
- Managed high-volume inbound calls, resolving customer inquiries and issues efficiently.
- Collaborated with cross-functional teams to streamline communication and improve response times.
- Monitored key performance indicators to ensure adherence to service standards and targets.
- Improved first-call resolution rates by actively listening to customer needs and offering appropriate solutions based on their unique situations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Education
Associate of Science Degree - Medical Billing and Coding
Ultimate Medical Academy
01.2021
Skills
- Hardworking and responsible
- Problem-solving
- Customer service
- Quick learner
- Excellent communication
- Time management
- Customer communication
- Good decision-making
- Professional appearance
- Multitasking Abilities
- Organizational skills
- Active listening
Awards
Remained on Dean's List at Ultimate Medical Academy throughout the entire school program
Timeline
Food Delivery Driver
Door Dash
11.2022 - Current
Associate I – BPM
UST Health Proof
08.2021 - 07.2022
State Tested Nurse Aide (STNA)
Nurse Staffing / Gale Healthcare Solutions
10.2016 - 03.2019
Call Center Claims Specialist / Customer Service Specialist
Allstate Insurance
05.2001 - 11.2001
Call Center Customer Service Specialist for Phone Repair Department
Carey & Littler Staffing / Alltel
12.1997 - 07.1998
Associate of Science Degree - Medical Billing and Coding
Ultimate Medical Academy