Andrea Zegarra
Homestead,FL
Summary
Highly knowledgeable with wealth of healthcare experience and expertise in problem-solving. Talented in maintaining complex and comprehensive databases covering patient information. Dedicated to proactive monitoring and thorough reporting using top-notch technical abilities. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
2
2
years of post-secondary education
Work History
HIM- Operation Administration
Sanitas Medical Center
05.2022 - Current
- Organize and manage health information data
- Receiving mails
- Receiving payments
- Maintain the medical record
- Treatment outcomes.status
- Participates in meetings of staff and department meetings
- Shares acquired knowledge and learning
- Consistently reports for duty on time
- Keeps patients information private and limits conversation of a personal nature in patient's presence
- Upheld HIPAA regulations and standards for protecting patient information.
- Retrieved medical data for physicians and patients.
- Secured confidential patient information from unauthorized access.
- Performed regular quality and validation assessments on patient data to verify accuracy.
- Generated medical reports on patient admissions, treatment and discharge for disbursement to various departments.
- Degree of teamwork and cooperation with personnel from other departments
- Check medical records and follow up obtaining missing results
- Perform other duties as assigned.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Customer Services Representative (Wealth Management -IBC)
Ocean Bank
10.2014 - 01.2018
- Assistant V.P
- Relationship Manage(s) in the International Banking Center department with handling all customers' banking needs such as managing of accounts, banking products documentation and customer services and provides personalized support in all phases of customer service client relationship building, account maintenance to a Branch Manager or Relationship Manager
- Provide direct customer services to bank customer with all request and bank related inquiries that include but are not limited to wire transfers, credit cards applications, opening loans and pay off (s)
- Ensure customer files are in compliance Bank Secrecy Act (BSA)/ Anti Money Laundering (AML), and Know Your Customer (KYC), regulations.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
Teller I and II
Ocean Bank
03.2012 - 03.2014
- Ensured excellent customer service among the teller line and resolves customer concerns
- Reconciled daily activity for the teller line, branch cash reserves
- Automated Teller Machine (ATM), and automated cash dispenser
- Motivated teller line to increase productivity, product sales, and customer satisfaction
- Promoted within 6 months for exceptional client relations and leadership skills
- Processed overnight automated teller machine (ATM) transactions
- Documented cash transactions reports (CTR) for customers as required by the Continental National Bank of Miami - Miami, FL
- Reached daily sales quotas on banking products and services
- Trained to open new accounts and fill out wire transfer request.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Maintained accurate records of customer transactions in line with bank procedures.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Educated customers on use of banking website and mobile apps.
- Monitored and reported suspicious activity in line with bank security policies.
- Assisted with training of new tellers on policies and procedures.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Counted, verified and handled bank deposits and armored car transactions.
- Educated customers on online banking and mobile banking applications.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Handled various accounting transactions.
- Executed wire transfers, stop payments and account transfers.
- Established rapport with new clients to increase satisfaction and loyalty.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Referred customers to other banking departments for specialized services.
- Monitored and verified suspicious activity on customer accounts.
- Trained new hires on customer service policies and procedures.
- Cross-sold credit cards, loans and other bank products.
- Processed applications for new accounts.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Calculated fees due, interest and change for customer transactions.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Received loan and utility payments, sending funds to correct destinations.
- Generated monthly reports on customer activity and customer feedback.
- Wrote and distributed customer correspondence.
CSR, Teller
Continental National Bank of Miami
01.2007 - 12.2009
- Received checks, cash and direct deposit, reconciled account daily entered data into the bank software
- Answered and routed calls as appropriate, received the public at the front counter answered questions and proceed request, sorted and processed mail and customers with questions
- ATM machine balance daily, cashier check customers need it, balance the cashier checks (deposit) money orders
- Processing DHL & FEDEX data system
- Preparing the W8-W9 Forms depending on where the client's nationality is
- Processing the commercial loans, personal loans, and commercial taxes
- Trained regularly on updated regulations and financial institution requirements
- Built relationship with customers based on trust and excellent customer service
- Processed customer transactions and created positive customer experiences
- Praised for precision and strong attentions to small detail.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Provided primary customer support to internal and external customers.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Updated account information to maintain customer records.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Processed customer service orders promptly to increase customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Developed and updated databases to handle customer data.
- Managed timely and effective replacement of damaged or missing products.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Cross-trained and provided backup support for organizational leadership.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Increased efficiency and team productivity by promoting operational best practices.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Implemented and developed customer service training processes.
- Cross-trained and backed up other customer service managers.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted available products and services to customers during service, account management, and order calls.
- Investigated and resolved accounting, service and delivery concerns.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Maintained up-to-date knowledge of product and service changes.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained staff on operating procedures and company services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Created and maintained detailed database to develop promotional sales.
- Met customer call guidelines for service levels, handle time and productivity.
- Sought ways to improve processes and services provided.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Bachelor of Science - Nursing (BSN)
Miami Dade College
Miami, FL 2022.08 - Current
High School Diploma -
Our Lourdes Lady
Peru2000
Skills
- Proficient computer Skills: Microsoft Office and JHA Silverlake
- Fluent in English and Spanish
- Motivated team player with a demonstrated positive attitude towards working with others
- Organized multitasker accustomed to a fast-paced environment with a great eye for detail
- Excellent interpersonal, communication, and persuasion skills
- Committed to exceed satisfactory results as a team leader
- Release of Information
- Document Scanning
- HIPAA Compliance
- Electronic Health Records
- HIM Software Proficiency
- Patient Registration
- Clinical Documentation
- Medical Record Management
- Patient Privacy
Additional Information
- Assists patients entering or existing vehicles.
- Assist with medical records paper forms.
- Monitors the overall appearance of the medical center entrance.
- Understand patients workflows and supports navigation though out the visit.
- Contact medical offices if is necessary
- Medical record support forms and send to EMI dept
- Supervises the schedule
- Pre-visit planning
- Processing referrals
Timeline
Bachelor of Science - Nursing (BSN)
Miami Dade College
2022.08 - Current
HIM- Operation Administration
Sanitas Medical Center
05.2022 - Current
Customer Services Representative (Wealth Management -IBC)
Ocean Bank
10.2014 - 01.2018
Teller I and II
Ocean Bank
03.2012 - 03.2014
CSR, Teller
Continental National Bank of Miami
01.2007 - 12.2009
High School Diploma -
Our Lourdes Lady
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