Hi, I’m
Amanda Ortiz Marrero
Deltona,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
years of professional experience
1
Certification
Work History
Included Health
Care Coordinator
2023.05 - Current (1 year & 4 months)
Job overview
- Used company software and databases to maintain records of services performed and patient conditions.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Built strong relationships with clients to deliver emotional support and companionship.
- Supported patient care excellence via planning and interpretation of programs.
- Determined need for special assessment activities for complex cases, effectively handling care plans.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
Florida Blue Cross and Blue Shield
Telesales Bilingual Agent
2022.09 - 2023.05 (8 months)
Job overview
- Facilitate member outreach on specified engagement campaigns throughout the year via inbound and outbound calling, documenting call outcomes accurately in CRM
- Drive member engagement by educating member on plan specific benefits, encouraging plan utilization, and ensuring members are paying premiums on time
- Work outbound campaigns off manual lists from management or through automated telephonic system
- Answer questions and make changes to existing policies as needed
- Deliver best-in-class customer experience and ensure ongoing satisfaction and customer retention
- Encourage member contact by offering scheduled call-backs as necessary
- Demonstrate business demeanor and professionalism through clear and effective and actionable communication (verbal, written and listening skills)
- Ability to apply patience and empathy while adjusting communication style to match customers
- High commitment to accuracy, high quality, and detail-oriented work
- Generate new customer sales and maintain existing members via qualified inbound calls/ outbound for multiple products
- Generate Sales for all health segments including Ancillary
- In addition to other lines of business as required
- Manage customer lifecycle which includes Acquire, Welcome, Engage, Retain, and
- Re-sell
- Responsible for Sales Quota for Health and Ancillary products
- Sales agents are required to work their Book of business, including leads, open opportunities, and additional cross sales opportunities to maximize sales and follow up with customers
- Maintain regular contact with clients, for follow up buying decision and retention
- Answer questions and make changes to existing policies as needed
- Respond to customer inquiries regarding product offerings and product changes
- Solicit cross-selling opportunities from existing and new customers
- Deliver best-in-class customer experience and ensure ongoing satisfaction and customer retention
- Identify and overcome buying obstacles from new customers and existing members
- Drive growth by exceeding sales goals and objectives as established by management team which includes new sales and retention
- Exceed all company and client driven metrics for sales revenue, retention rates, quality, compliance, and service level
- Strive to resolve customer issues on first call and log information related to those calls
- Follows compliant sales and engagement scripts, and compliant procedures
- Researches and resolves disputes and problems within established guidelines
- Completes, processes, and maintains applicable paperwork and records
- Greeted customers courteously and professionally using agreed-upon procedures and most understandable language.
- Prepared complete and accurate work and notated accounts in requested language.
Dr. Myrtho Mompoint
Medical Receptionist
2022.03 - 2022.07 (4 months)
Job overview
- Demonstrates positive customer service when performing the role of Receptionist, withresidents, family members, facility staff and medical staff
- Displays flexibility, team spirit, compassion, respect, honesty politeness and accountabilitywhen dealing with residents, family members and facility staff
- Demonstrates an awareness and sensitivity for resident's rights in all interfaces with residentsand family members
- Operate company multi-line telephone console, dispatching calls, and taking messages
- Handling reception duties to include: screening front door visitors, signing for specialdeliveries and pickups, and welcoming guests
- Provides daily clerical duties as required, which may include faxing and scanning copies,prepare overnight packages, and other mail services
- Distributes sorts and collects mail
- Compose and process routine e-mail correspondence
- Assist in data entry as required
- Excellent communication and customer service skills are required during interaction with bothinternal and external professionals of all levels on a daily basis.
Advent Health
Health Unit Coordinator
2021.10 - 2022.05 (7 months)
Job overview
- Assures accurate location of patients within the computer system
- Answers all call lights forpatients as well as incoming phone calls
- Places phone calls to other departments andphysician offices
- Performs all other tasks as assigned
- Acts as a communication liaison for the patient, family and interdisciplinary health care team
- Performs as a team member in administering safe and effective patient care
- Protects the rightsof all patients; maintains confidentiality of all patient-related information
- Demonstratescompetency in all procedures and duties within scope of practice
- Accepts reassignment in a professional and cooperative manner
- Establishes and maintainscourteous, tactful and professional level of interpersonal skills necessary to deal effectivelywith customers and populations served
- Supports departmental and organizational Mission through the appropriate use of resources,providing assistance to team members, accepting work or schedule assignments andparticipating in process and performance improvement as required.
Access Health CT
Customer Service Representative
2020.10 - 2021.09 (11 months)
Job overview
- Provides efficient and effective service to customers and prospects on all patron basedservices to a variety of inquiries and customer needs
- Maintains sincere interest in providing stellar customer care
- Understands customer needs, determines the appropriate courseof action to meet those needs and completes or initiates the transaction
- Exercises independent thinking in meeting customer expectations
- Combines knowledge of product, good work ethic, effective timemanagement skills, and human relations skills to meet performancestandards and positively influence the client's image
- Ability to process information quickly and accurately
- Ability to handle routine customer transactions
- Ability to work under time constraints
- Ability to understand and apply new concepts
- Ability to analyze information and evaluate results
- Ability to effectively deal with complex customers
- Ability to create positive customer relationships by defusingangry and upset customers
- Demonstrates a commitment to learning quickly and effectivelyapplying knowledge as well as supporting/creating a productive,positive work environment
- Attention to detail-documentation and follow-up
Publix Grocery Store
Cashier
2018.09 - 2021.06 (2 years & 9 months)
Job overview
- Responsible to scan every item accurately and deliver great customer service
- In changer of the till and ensure all tenders are to be completed by following proper protocol, for example; personal checks, WIC, and EBT and cash transactions
- Help bag grocery when needed.
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
Publix Grocery Store
Customer Service Staff
2018.09 - 2021.06 (2 years & 9 months)
Job overview
- Responsible for selling Lottery and ensure to ID any consumer that may look under 18 years of age
- Also responsible for counting Lottery every 2 hours for proper protocol
- In charge of Western Union and Money Orders transactions, making sure we follow proper steps to sending money and paying out moving to or from the customer
- Responsible for selling tobacco items to customer over the age of 18 years of age
- (Opening store) Responsible for putting all tills our to register and balancing the safe every beginning of a day
- FEC Role (Front End Coordinator) in charge of all associations in the floor and making sure throughput is happening during high peak times
- Redirecting associates to continue to bring shopping carts and ensure they are giving premier customer service to all customers
- Responsible for dress code of my associates and that everything is following proper protocol.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Heart, Vein and Vascular, Longwood, FL
Front Desk Receptionist
09.2019 - 10.2020
Job overview
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
- Identified issues, analyzed information and provided solutions to problems.
Chipotle, Sanford, FL
Line Leader
2016.05 - 2018.08 (2 years & 3 months)
Job overview
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved safety procedures to create safe working conditions for workers.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Jason Deli, Lake Mary, FL
Cashier Trainer
2014.03 - 2016.05 (2 years & 2 months)
Job overview
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with returns, refunds and resolving transaction issues.
- Answered questions about store policies and addressed customer concerns.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Trained and mentored new sales representatives.
Education
Lyman High School , Longwood, FL
High School Diploma
05.2015
Skills
- Microsoft PowerPoint
- Active Listening
- Senior Leadership Support
- Microsoft Excel
- Retail Sales Customer Service
- Staff Training
- Report Creation
- Sales Expertise
- Microsoft Word
- Bookkeeping Support
- Medical Information Software
- Medical Records Management
Certification
- Licensed 0240 - Issued 9/22/2022
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Care Coordinator
Included Health
2023.05 - Current (1 year & 4 months)
Telesales Bilingual Agent
Florida Blue Cross and Blue Shield
2022.09 - 2023.05 (8 months)
Medical Receptionist
Dr. Myrtho Mompoint
2022.03 - 2022.07 (4 months)
Health Unit Coordinator
Advent Health
2021.10 - 2022.05 (7 months)
Customer Service Representative
Access Health CT
2020.10 - 2021.09 (11 months)
Front Desk Receptionist
Heart, Vein and Vascular
09.2019 - 10.2020
Customer Service Staff
Publix Grocery Store
2018.09 - 2021.06 (2 years & 9 months)
Cashier
Publix Grocery Store
2018.09 - 2021.06 (2 years & 9 months)
Line Leader
Chipotle
2016.05 - 2018.08 (2 years & 3 months)
Cashier Trainer
Jason Deli
2014.03 - 2016.05 (2 years & 2 months)
Lyman High School
High School Diploma
- Licensed 0240 - Issued 9/22/2022
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