ALICIA MERCADO
Lubbock,TX
Summary
As customer service professional, adept in fostering positive customer experiences and driving sales growth. Known for excellent interpersonal skills and adaptability in dynamic environments. Team-oriented with strong focus on achieving collective goals and ensuring customer satisfaction.
Recent graduate with foundational knowledge in [Area of study] and hands-on experience gained through academic projects and internships. Demonstrates strong teamwork, problem-solving, and time-management skills. Prepared to start career and make meaningful contributions with commitment and drive.
Front office professional with robust experience in maintaining welcoming environments and efficient administrative processes. Proven ability to manage high-volume reception areas while ensuring exceptional customer service. Known for strong teamwork, adaptability, and attention to detail in dynamic settings.
Overview
25
25
years of professional experience
Work History
Colletion Manager
Billys Auto Sales
09.2010 - 11.2016
- Developed and maintained relationships with customers and suppliers through account development.
- Oversaw daily operations, ensuring seamless workflow and exceptional customer service.
Managed Care Coordinator
Texas Tech Health Science Center
02.1996 - 11.2010
- Coordinated patient care activities to ensure seamless service delivery across multiple departments.
- Developed and maintained strong relationships with healthcare providers to enhance communication and collaboration.
- Facilitated the authorization process for medical services, ensuring compliance with insurance requirements.
- Implemented quality assurance measures to improve patient satisfaction and outcome metrics.
- Strengthened relationships between patients, families, and medical teams by serving as a knowledgeable liaison and advocate.
- Developed strong working relationships with insurance companies to streamline prior authorization processes.
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
Managed Care Coordinator
Texas Tech Health Science Center
02.1996 - 11.2010
- Analyzed patient data to identify trends, contributing to strategic planning initiatives and program improvements.
- Mentored junior coordinators, providing guidance on best practices in managed care coordination.
- Led interdisciplinary team meetings to align goals and streamline operational workflows for enhanced efficiency.
- Evaluated performance metrics regularly, driving initiatives that improved service delivery standards and reduced delays.
- Improved patient outcomes by developing and implementing comprehensive care plans.
- Developed strong working relationships with insurance companies to streamline prior authorization processes. Precert all Surgerys and Deliveries. Did daily schedules, for receptionist to make sure we got paid for services we proviede.We saw about 150 patients daily.
Sales Manager
Western Finance
02.1992 - 02.1996
- Led team efforts to enhance collection strategies and optimize workflow efficiency.
- Trained and mentored team members on effective debt recovery techniques.
- Analyzed collection metrics to identify trends and improve operational performance.
- Developed comprehensive training materials for new hires, streamlining onboarding process.
Education
No Degree - CSR
International Business College
Lubbock, TX05-1986
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Decision-making
- Verbal and written communication
Timeline
Colletion Manager
Billys Auto Sales
09.2010 - 11.2016
Managed Care Coordinator
Texas Tech Health Science Center
02.1996 - 11.2010
Managed Care Coordinator
Texas Tech Health Science Center
02.1996 - 11.2010
Sales Manager
Western Finance
02.1992 - 02.1996
No Degree - CSR
International Business College