Carliana Zoquier
Revere,MA
Summary
Dynamic and results-oriented professional with a proven track record at Innovive Health, adept in Health Records Management and delivering exceptional customer service. Excelled in enhancing customer satisfaction and streamlining operations through effective complaint handling and CRM software utilization. Skilled in fostering positive client relationships and improving service delivery by leveraging interpersonal skills and technical expertise.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Coordinator
Innovive Health
Malden, MA
02.2023 - Current
- Coordinated customer service activities, including responding to inquiries, resolving complaints, and providing product information.
- Utilized various software applications such as CRM systems for tracking purposes.
- Maintained accurate records of customer interactions and transactions.
- Collaborated with leadership teams to evaluate previous actions and adjust procedures for handling future issues.
- Organized client contracts, records, and reports to strengthen traceability.
- Audited customer account information to identify issues and develop solutions.
- Collaborated with other departments to resolve complex customer issues quickly.
- Managed daily tasks such as scheduling appointments, handling paperwork, filing documents.
- Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
- Consulted with customers regarding needs and addressed concerns.
- Coordinated with other supervisors, combining group efforts to achieve goals.
Litigation Paralegal
The Law offices of Michael F. Mahoney
Lynn, MA
02.2019 - Current
- Provided administrative support such as scheduling meetings and appointments.
- Participated in client conferences as needed to assist attorneys with strategy development.
- Conducted legal research and drafted memoranda summarizing the results.
- Organized legal documents in company filing systems and databases.
- Collected case materials such as evidence, exhibits, motions and subpoenas.
- Booked travel arrangements for firm attorneys and support staff.
- Organized and prepared case exhibits and evidence for trial.
- Helped explain complex concepts in court by developing visual exhibits such as timelines, graphs, and PowerPoint presentations.
- Drafted motions, briefs and other legal documents.
- Prepared deposition summaries and tracked deadlines for filing of briefs or other documents.
- Interviewed clients on interrogatories and recorded answers in writing, reviewing answers with attorneys and preparing answers in final form for submission.
- Maintained an organized file system for all case related materials.
- Consulted with attorneys and case teams to establish workflows supporting efficient document reviews.
- Obtained, reviewed and summarized medical records at direction of trial attorneys, consulting outside experts and arranging for medical examinations when relevant to cases.
- Filed pleadings and appeals with court clerks to expedite trial proceedings.
- Supervised junior paralegals on projects assigned by attorneys.
- Analyzed medical records to identify pertinent facts that could be used in a court proceeding.
- Created and updated case management and client account databases.
- Researched applicable laws, regulations, judicial decisions and legal articles.
- Met with clients and attorneys to discuss case details and evidence.
Co-Manager
Shell Gas
Revere, USA
01.2010 - 03.2024
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Prepared deposits and maintain financial budget in order.
- Trained employees on additional job positions to maintain coverage of roles.
- Maintained inventory levels by ordering supplies and tracking sales.
- Created detailed reports summarizing store performance metrics.
- Recruited and trained new employees to meet job requirements.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Managed day-to-day activities such as scheduling shifts, assigning tasks, and evaluating progress.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
Medical Assistant
Lahey Health
Danvers, USA
01.2015 - 12.2019
- Closely work with Doctors by getting patients ready to see them.
- Answer phone calls, perform a variety of other clinical tasks such as triaging, and administering vaccines
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
- Responded to patient callbacks and phone-in prescription refill requests.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Educated patients about medications, procedures and physician's instructions.
- Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
- Kept facility stocked with necessary supplies, equipment and instruments.
Education
Bachelors - History
Salem State University
Salem, MA06-2025
Associates - Paralegal
North Shore Community College
Danvers, MA01.2020
Diploma - Medical Assisting
Everest Institute
Chelsea, MA01.2015
Skills
- Vital Signs
- Health Records Management
- EKG’s
- Glucose Testing
- Treatment Authorization Referrals
- Urinalysis
- Ear Irrigation
- Claim Gear
- Phlebotomy
- Infection Control
- Billing & Coding CPT & ICD-9
- Injections
- Sutures and Suture Removal
- Basic Accounting and Bookkeeping
- Rapid Strep Test
- Medical Terminology
- Appointment Setting
- Autoclave
- Microsoft Office Suite
- Data Entry (Claims)
- Communication
- Interpersonal Skills
- Customer service excellence
- CRM software
- Complaint handling
- Documentation skills
- Call center experience
- Customer focus
- Account management
Languages
Spanish
Native/ Bilingual
Certification
Six Sigma Green Belt Certified (SSGBC) - Advanced 02/22/2023
References
References available upon request.
Timeline
Customer Service Coordinator
Innovive Health
02.2023 - Current
Litigation Paralegal
The Law offices of Michael F. Mahoney
02.2019 - Current
Medical Assistant
Lahey Health
01.2015 - 12.2019
Co-Manager
Shell Gas
01.2010 - 03.2024
Six Sigma Green Belt Certified (SSGBC) - Advanced 02/22/2023
Bachelors - History
Salem State University
Associates - Paralegal
North Shore Community College
Diploma - Medical Assisting
Everest Institute
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