Cecilia Bautista-Pena
Homestead,FL
Summary
Seeking a professional position within a dynamic company that offers opportunity for growth and the environment to develop my educational background aimed to the public service and client satisfaction. I am striving for a position where I may implement the experience, and skills have gained over the years and where I will be challenged and allowed an opportunity for growth and development. I am hoping to join a team that will welcome a hardworking, trust-worthy, and dependable person.
Overview
22
22
years of professional experience
Work History
KForce for the DCF
Department of Child and Family
06.2023 - 12.2023
- Meet and exceed daily productivity goals, including managing a high call volume and consistently earning top quality assurance satisfaction scores
- Answer inbound calls, assist callers with registrations, provide all required information to caller to complete their case; like what specific documentation is needed or missing, assisting callers in creating an online account to allow them to receive and upload documents as well as check their statuses
- Handled document validation, opening specific assigned cases and verifying that all information is correct and required documentation is in file.
Customer Service
KForce (FEMA)
Remote, Miami, FL
08.2022 - 05.2023
- Support of FEMA, which is the Federal Emergency Management Agency
- This CSR position primarily assisting callers with questions and concerns about local or state emergencies after the Hurricane Ian.
Customer Service Care Coordinator
United Healthcare
Remote, Miami, FL
03.2021 - 01.2023
- Serve as a single point of contact for the customer providing concierge and white glove level service, removing burdens, providing end-to-end resolution, and anticipating their future healthcare needs or potential opportunities to improve the experience
- Research complex issues like claims and authorizations, across multiple applications like Maestro, Clinical Profile, ICUE, GPS, Knowledge Central, to own the resolution of all customer issues in real time or through comprehensive and timely follow-up with members
- Identify gaps in processes and work closely with other departments for process improvement
- Meeting or exceeding all the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance since June 2021, always achieving my quarterly bonus
- Remarkable metrics leading my team placing first in UES, Nav Sat and Annual Wellness Visits
- Placed second in DAA and Average Outbound Call, Winning “THE GOAT Award in different months
- Team Lead for a few weeks and POC several times.
Bilingual CSR
Florida Department of Economic Opportunity
Miami, FL
05.2020 - 09.2020
- Call Center, answering phones/chats/self-service tickets, documenting tickets
- Fast paced, high volume, potentially emotionally charged environment (callers may be frustrated, emotional)
- Customer is Florida’s Department of Economic Opportunity (DEO) where we receive calls from Florida residents regarding their unemployment claims
- Consultants will be initially doing Pin Resets and/or supporting the FAQ line
- As consultants become seasonal, they may be trained to do more.
Bilingual CSR
Visa, INC
Miami, FL
10.2014 - 02.2020
- Respond to inbound telephone calls and may generate outbound calls regarding information on aspects of multiple Visa products
- Evaluate the nature of each call and determine the appropriate action to complete the call
- Answer general customer service questions from cardholders, explain multiple program features, and where appropriate, transfer the customer to the issuing bank to obtain specific account information or transfer the customer to an appropriate Third-Party Service Provider
- Adhere to established Client Support Services’ procedures and guidelines while providing quality customer service to meet and exceed department standards
- Provide general information and support on any VISA related topic or product and direct the customer accordingly
- Update and maintain cardholder data in appropriate databases
- Use several computer programs to respond to customer inquiries
- Document cases to show action taken
- Serve as escalation point for calls requiring advanced knowledge of product line
- Act as peer mentor to customer service associates
- Consistent, reliable attendance by showing up for work as scheduled with a positive, enthusiastic attitude
- Respond to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations
- Actively listen and probe to figure out the nature of each call and determine the appropriate action(s) to complete the call
- Multi-task across several computer programs to respond to customer inquiries
- Utilize all tools to properly support, action and document all related questions and needs
- Accurately update and maintain cardholder data in appropriate databases
- Collaborate with peers to help cardholders; provide thought-leadership; and inspire both customers and peers in a diverse business environment
- Compliance with Key Control and other policies, including maintaining confidentiality in our secure environment
- Demonstrated commitment to quality and customer service based on the customer’s needs
- Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving, and multi-tasking skills required
- Efficiency, accuracy, and attention to detail
- Computer experience within Windows environment as well as ability to navigate the internet, utilize computer shortcut functions, and navigate through multiple program platforms
- Knowledge of the payments business preferred
- Ability to learn and adjust quickly to changes in process
- Foster positive work environment
- Know how to escalate issues related to customer inquiry or other in a timely manner, and appropriately
- Manage sensitive data
- Maintain confidentiality.
Receptionist
Gamma Maintenance and Staffing
Miami, FL
02.2010 - 09.2014
- Answer telephone, screen and direct calls
- Take and relay messages
- Provide information to callers
- Greet persons entering organization
- Direct persons to correct destination
- Deal with queries from the public and customers
- Ensure knowledge of staff movements in and out of organization
- Provide general administrative and clerical support
- Prepare correspondence and documents
- Receive and sort mail and deliveries
- Schedule appointments
- Maintain appointment diary either manually or electronically.
Bilingual CSR
AT&T
Miami, FL
02.2009 - 01.2010
- Interact with customers in a call center environment over the telephone to handle billing, service, and sales aspects of the business
- Building professional rapport with the customer by listening to understand and being clear and articulate in your verbal and written communications
- Effectively communicate information, minimizing the need for future contacts
- Interpret, translate, explain, and provide applicable, accurate, and appropriate information with respect to products and services, equipment, policy and procedure, account status, marketing promotions and campaigns, serviceability, and service problems
- Take ownership and accountability that serves to help and facilitate successful outcomes per customer requests, up to and including responsible escalation
- Promotes and recommends products and services based on a logical relationship to the customer’s needs and interests and in accordance with business goals.
Sales Consultant for MAS (DTV Sales)
PRC
Miami, FL
04.2006 - 11.2008
- Responsible for converting the calls into sales, while providing the best customer service and ensuring a one call resolution
- Supported the floor by motivating the agents
- I have often participated in raffles, handing out prices and controlling the production floor
- Monitored calls for my low performing peers to help them improve their performance with constructive feedback resulting in immediate improvement in their performance
- Supported the nesting process by answering questions, provided feedback, and ensuring that new agents develop good product knowledge
- Supported my team manager as a lead agent providing floor support, monitoring the queues and taking over all escalated supervisor calls
- Very familiar with CMS
- Able to run real time and historical reports to monitored agents’ performance
- Familiar with DDSS and CRM – maintenance
- I supported the administrative team with their quarterly audits for ID maintenance
- Very familiar with the quality assurance scanning process
- Ensured that my performance was always above client goals and expectations, often being part of the top 10 agents in the DTV Sales account.
Legal Assistant
Corte Suprema de Justicia
10.2001 - 08.2003
- Interacted with the supreme Judge of the court to provide all the reporting records of the case
- Screen all of the party involved in the case including witness, attorneys, and the defendant
- Ability to interact with all levels within the justice system.
Contact Center Associate 1
UHealth Connect
05.2024
- Responsible for scheduling and registering patients for appointments within the University of Miami Health System
- Utilize the EPIC scheduling system to search for appointments across multiple physicians, resources, specialties, and sites while utilizing expertise in medical triage and understanding of government and commercial insurance requirements to ensure patients are scheduled with the appropriate provider within a convenient time frame.
- Supports the medical school's vision, mission, goals, and objectives by providing patient-centric access to our world-renowned medical care.
- Provide general information about University of Miami Health System services to patients and community health care providers
- Schedule and accurately complete full registration for patients requesting appointments with the UHealth system adhering to policies and procedures regarding appointment scheduling and registration processes, performing these tasks accurately with attention to detail to ensure the highest quality standards
- Initiate pre-registration process and coordinate with the Central Insurance Verification and Patient Access teams to assure pre-registration in the appropriate facility prior to the appointment
- Ensure all demographic insurance information is accurate, complete and up to date on patient’s screen
- Verification of insurance information, verification of benefits and insurance referral information
- Verification of private patient insurance information for same day appointments or by request
- Adhere to standards provided by the HIPPA Privacy Office related to patient privacy and confidentiality
- Assure ease of patient flow through medical care process
- Complies with the written guidelines provided by the HIPPA Privacy Office related to patient privacy and confidentiality
- Provide patients with all required information regarding appointments and payment policies (e.g
- Medical records, parking, cash policies, anticipated charges, required ancillary services, cancellation policy)
- Intervene as liaison/advocate for patients, physicians, and staff in facilitating ease of care
- Assist in identifying trouble spots and problem patterns in the provision of care
- Maintain a working knowledge of medical symptoms, signs, and anatomical systems to identify and differentiate type and urgency of medical need
- Maintain knowledge of insurance referral requirements to ensure access based on third party reimbursement criteria
- Notify appropriate parties of the appointment time, referral criteria, insurance verification, and prior authorization requirements
- Performs all above-mentioned tasks by paying attention to detail and providing excellent customer service skills with Patients, Physicians and other related members by following the Standard of Excellence and Accountability policy mandated by the University of Miami Mi
Education
Medical Billing - Medical Billing And Coding Specialist
Florida National University
Cutler Bay, FL07-2023
Bachelor's degree in Law -
Universidad Catolica Santo Domingo
Skills
- Interact well with others
- Proficient in the use of all Microsoft Windows based programs and Internet browsing
- Fluent in Spanish and English – written and spoken
- Possess excellent leadership skills
- Self-efficient, detail-oriented, highly organized
- Strong analytical and problem-solving skills
- Proficient in Microsoft Office and Power Point
- Experience in over the phone sales
- Experience in outbound/inbound call center
- Fundamental customer service/satisfaction knowledge
Primaryskills
- Interact well with others
- Proficient in the use of all Microsoft Windows based programs and Internet browsing
- Fluent in Spanish and English – written and spoken
- Possess excellent leadership skills
- Self-efficient, detail-oriented, highly organized
- Strong analytical and problem-solving skills
- Proficient in Microsoft Office and Power Point
- Experience in over the phone sales
- Experience in outbound/inbound call center
- Fundamental customer service/satisfaction knowledge
Timeline
Contact Center Associate 1
UHealth Connect
05.2024
KForce for the DCF
Department of Child and Family
06.2023 - 12.2023
Customer Service
KForce (FEMA)
08.2022 - 05.2023
Customer Service Care Coordinator
United Healthcare
03.2021 - 01.2023
Bilingual CSR
Florida Department of Economic Opportunity
05.2020 - 09.2020
Bilingual CSR
Visa, INC
10.2014 - 02.2020
Receptionist
Gamma Maintenance and Staffing
02.2010 - 09.2014
Bilingual CSR
AT&T
02.2009 - 01.2010
Sales Consultant for MAS (DTV Sales)
PRC
04.2006 - 11.2008
Legal Assistant
Corte Suprema de Justicia
10.2001 - 08.2003
Medical Billing - Medical Billing And Coding Specialist
Florida National University
Bachelor's degree in Law -
Universidad Catolica Santo Domingo
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