Summary
Overview
Work History
Education
Skills
Timeline
Generic

Berenice Orduno

Chicago,IL

Summary

Dedicated Unit Clerk successful at making appointments and coordinating patient transports. Skilled planner, problem-solver, enthusiastic, fast learner and relationship-builder. Trained in SCM, Clinic base, Connect Care with a strong communication skill. Support administrative needs by efficiently coordinating paperwork, records and supplies to meet typical demands. Respectful and compassionate with patients. Service-oriented, reliable and hardworking team player. Meet clerical and operational requirements of unit with efficient paperwork coordination, records management and supply organization. Diplomatic and caring in addressing patient needs. Responsive and hardworking with team-oriented nature.

Overview

20
20
years of professional experience

Work History

Ambulatory Unit Clerk

Belmont And Cragin Health Center
Chicago, IL
11.2023 - Current
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Assist on logistic on departing and receiving patients .
  • Identified needs of customers promptly and efficiently.
  • Entered insurance, demographics and health history into patient database.
  • Called patients to confirm scheduled appointments and obtain additional details.
  • Scheduled and followed up on patient appointments, collected and maintained patient files.
  • Photocopied and scanned documented details and verified patient coverage for upcoming procedures or appointments.
  • Greeted each patient pleasantly and offered desk sheet for easy sign-in. Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Applied knowledge of medical terminology and insurance processes to support office administration productivity.
  • Assist team with patients Referrals and adding ambulatory order for patients.
  • Assisted nurses and physicians with patient care, improving overall quality of service provided to patients.
  • Reduced errors in data entry by implementing thorough double-check system for all crucial information.
  • Maintained clean and organized work environment, supporting infection control measures within healthcare facility.
  • Improved patient experience by promptly addressing any concerns or questions related to their stay at facility.
  • Provided excellent customer service while responsibly managing sensitive patient data in accordance with HIPAA guidelines.
  • Arranged discharges and patient transportations.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Processed medical insurance claims and payments.
  • Answered phone calls and messages for physician medical facility, scheduling appointments, and handling patient inquiries

CLERK /Customer Service Cashier

Wintrust Bank
Chicago , IL
09.2022 - 07.2023
  • Prevented loss by vigilantly monitoring potential theft or fraud situations in Branch.
  • Supported management in implementing operational improvements such as updated training manuals or revised schedules.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.
  • Provided backup support for other departments when needed, showcasing versatility within retail environment.
  • Proactively addressed long lines by opening additional registers when necessary, enhancing customer experience.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
  • Promoted branch promotions and incentive programs to increase overall sales revenue.
  • Collaborated with team members to achieve sales targets and maintain clean, well-stocked branch environment.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from customers.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Maintained balanced cash drawer, ensuring accurate accounting at end of each shift.
  • Developed rapport with regular customers, offering personalized service that fostered brand loyalty.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Answered questions about store policies and addressed customer concerns.
  • Worked flexible schedule and extra shifts to meet branch needs.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Operated and balance cash drawer vault of 100k and over.
  • Order cash and coin from FRB /issue coin order to business on weekly basic.
  • Balance ATM/NIGHT DROP and do end of day balancing.
  • Preform surprise audit on branches and individual drawers.
  • Performed cash, card and check transactions to complete customer purchases.
  • Conducted regular inventory checks on point-of-sale materials, ensuring availability of necessary supplies for smooth functioning of cashier area.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.

Call Center Representative

Wells Fargo Bank, N.A.
San Bernardino, CA
10.2020 - 09.2022
  • Contributed to positive work environment by fostering collaboration and open communication among diverse team members.
  • Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
  • Displayed positive attitude and excellent problem-solving skills, which contributed to overall success of customer service team.
  • Upheld data security standards while documenting customer interactions within company's CRM system, ensuring accuracy and confidentiality.
  • Reduced call waits times by quickly identifying customer needs and directing them to appropriate department or resource.
  • Exhibited strong multitasking skills on daily basis by handling multiple phone lines without compromising quality of service provided.
  • Collaborated with team members to share knowledge and best practices, improving overall team performance in customer service metrics.
  • Achieved personal performance goals consistently throughout tenure as Inbound Customer Service Representative.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Answered over 150 calls per shift to meet fast-paced call center demands.
  • Assist whit their questions on Bankruptcy and foreclosure status.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Processed debit and credit card and electronic check payments for home equity loans and bankruptcy mortgage account.
  • Assist whit Covid Forbearance extension.
  • Maintained up-to-date knowledge of product and service changes.
  • Utilized SPANISH proficiency to build relationships with SPANISH-speaking customers.

Call Center Team Lead

TCF National Bank
Chicago, IL
10.2014 - 07.2020
  • Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
  • Optimized call center operations by identifying inefficiencies, recommending improvements, and implementing necessary changes.
  • Developed strong relationships with clients through excellent communication skills and problem-solving abilities, leading to increased trust in our services.
  • Evaluated individual agent performance regularly, identifying areas for improvement and creating targeted action plans accordingly.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Trained new personnel regarding company operations, policies and services.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Trained staff on operating procedures and company services.
  • Cross-trained and provided backup support for organizational leadership.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Sought ways to improve processes and services provided.
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Cold calling, work from home agent, meet adherence and call per hour.
  • Assist whit new online banking updated service.
  • Oversaw team of 25 agents focused on service calls.

TELLER SUPERVISOR /Personal Banker Assistant

BYLINE BANK
Chicago, IL
08.2008 - 06.2014
  • Ensured accurate record-keeping by diligently reviewing transaction reports and making necessary adjustments.
  • Contributed to achievement of branch sales targets through proactive promotion of financial products and services.
  • Promoted culture of continuous improvement by consistently seeking ways to enhance operational efficiency.
  • Collaborated with management to establish branch goals, developing strategies to achieve them.
  • Boosted overall branch performance by developing strong relationships with customers and providing personalized service.
  • Increased team productivity with regular coaching and performance feedback sessions.
  • Managed teller schedules, ensuring adequate staffing levels during peak business hours.
  • Improved cross-selling success through targeted training and employee incentives.
  • Liaised between clients and vendors and maintained effective lines of communication.
  • Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
  • Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Used discretion when handling confidential information.
  • Attended meetings, took notes and tracked action items.
  • Conducted regular audits of cash drawers, promoting accuracy and compliance within branch operations.
  • Identified cross-selling opportunities by analyzing customer needs and offering suitable financial products.
  • Led new employee onboarding process, effectively training staff on bank policies and procedures.
  • Processed wide variety of retail banking transactions for personal and commercial customers.
  • Educated customers on online banking and mobile banking applications.
  • Processed applications for new accounts.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Cross-sold credit cards, loans and other bank products.
  • Calculated fees due, interest and change for customer transactions.
  • Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
  • Counted cash drawers and made bank deposits.
  • Examined tellers' reports of daily transactions for accuracy.
  • Controlled safety-deposit boxes issues/take payments /balance ATM replenish ATM.
  • Open and Close account CD /IRA /CHECKING /SAVINGS.

Customer Service Cashier

Currency Exchange Association Of Illinois
Chicago, IL
07.2004 - 06.2008
  • Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
  • Demonstrated versatility by cross-training in various departments throughout store when required.
  • Managed cash register operations accurately, reducing risk of shortages or overages in daily reconciliations.
  • Adhered strictly to company guidelines regarding loss prevention measures while performing cashier duties.
  • Balanced cash registers accurately at end of each shift, minimizing discrepancies and errors.
  • Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
  • Conducted inventory counts regularly, ensuring accurate stock levels were maintained at all times.
  • Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
  • Maintained clean and organized workspace, promoting welcoming environment for customers.
  • Offered additional services such as loyalty programs or special promotions to enhance customer engagement.
  • Counted money in drawers at beginning and end of each shift.
  • Answered product questions using knowledge of sales and store promotions.
  • Maintained awareness of surroundings and secured cash to minimize loss potential.
  • Learned duties for various positions and provided backup at key times.
  • Used POS system to enter orders, process payments and issue receipts.
  • Performed cash, card and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
  • Processed refunds and exchanges in accordance with company policy.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Lifted up to 50 pounds at once and used forklift to move heavier loads.
  • Process bill payments, city stickers, plate stickers.

Education

No Degree - General Studies

City Colleges of Chicago-Richard J Daley College
Chicago, IL
01.2009

High School Diploma -

Continental Local High School
Miami, United States
08.2021

No Degree -

Institute Del Progresso Latino
Chicago
06.2003

Skills

  • Unit Administrative Support
  • Organization and Time Management
  • Verbal and Written Communication
  • Problem-Solving
  • Proficiency in Connect Care/ Epic, I-Request, ESP, SCM, Clinic base, Kronos, Word, Excel
  • Customer Service, Critical Thinking
  • Detail-Oriented
  • Medical Terminology
  • Collaboration and Teamwork
  • Computer Proficiency
  • Project Management
  • Team Leadership
  • Information Confidentiality
  • Active Listening

Timeline

Ambulatory Unit Clerk

Belmont And Cragin Health Center
11.2023 - Current

CLERK /Customer Service Cashier

Wintrust Bank
09.2022 - 07.2023

Call Center Representative

Wells Fargo Bank, N.A.
10.2020 - 09.2022

Call Center Team Lead

TCF National Bank
10.2014 - 07.2020

TELLER SUPERVISOR /Personal Banker Assistant

BYLINE BANK
08.2008 - 06.2014

Customer Service Cashier

Currency Exchange Association Of Illinois
07.2004 - 06.2008

No Degree - General Studies

City Colleges of Chicago-Richard J Daley College

High School Diploma -

Continental Local High School

No Degree -

Institute Del Progresso Latino

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Berenice Orduno