Barbara Mareno
Plant City,FL
Summary
Strong trainer, complex problem-solver and multitasker with excellent team management and conflict resolution skills. Able to build long-lasting relationships with employees, vendors and customers to maximize business success. Specializing in customer service and looking for a challenging new position.
Overview
26
26
years of professional experience
Work History
Customer Care Supervisor
Tampa Electric Company
09.2019 - Current
- · Supervise team of 15-25 Customer Service Professionals for both traditional and digital customer experience including email and online Social Media interactions to provide excellent service while achieving department metrics and objectives.
- · Develop and maintain a working relationship with vendor Intelogix in El Paso, TX.
- · Supervise a team of 30 - 50 Customer Service Professional contractors to provide excellent service while achieving department metrics and objectives.
- · Conduct investigations regarding team member concerns, and address them according to organization and ethical standards; including administration of Positive Discipline to redirect off-target behaviors.
- · Assisted with the Implementation of standards for excellence including the development and implementation of training curriculum from varied sources, assisted with the implementation of Quality Standards, and Supervisory review process.
- · Contact Center lead for the implementation of automated service order processing for Move Out online requests in 2021 resulting in a reduction in orders processed by agents of 35%.
- · Assisted with the approval of vendor invoices, completed PO increase requests, and submission of new purchase order requisitions using the VIM system in SAP.
- · Implementation of digital adherence tracking for team members.
- · Approve team member timesheets and manage overtime.
- · Assist the Quality Assurance team in completing research on FPSC complaints from customers.
- · Assist with emergency response planning for the Contact Center.
Lead
Tampa Electric
09.2013 - 09.2019
- Responsible for facilitation of Team and Safety Meetings.
- Track and trend error feedbacks for team monthly.
- Provide error feedbacks to CSPs within 24 to 48 hours.
- Monitor team member Real Time status.
- Team member skill development - Procedure review and side by sides.
- Coordinate team coverage within team and with other leads as needed.
- Achieve personal metrics to an effective level.
- Maintain CSP assistance within the team's Jabber group chat.
- Assist with customer escalation calls.
- Follow up on High Bill accounts as well as other customer accounts as needed.
- Complete stop payment on refund checks within the Suntrust site.
- Complete top line billing adjustments.
Customer Care Supervisor
CCS Medical Inc
01.2007 - 01.2013
- Responsible for assisting staff of 15 customer service representatives within the Sanvita Technical Support department.
- Responsible for reviewing and transferring pending accounts that contain Product Complaints and Adverse Events to manufacturer Nova Biomedical.
- Responsible for running daily reports presented to the Sanvita Management team.
- Responsible for performing Quality Assurance Call Monitoring and Case Audits for staff within the customer service department.
- Responsible for assisting staff with escalated calls and/or consumers.
- Responsible for processing pending orders and forwarding to the Sanvita Shipping team.
- Assist in the improvement of Sanvita's Customer Service based on feedback from Nova Biomedical through the development of new policies and procedures.
- Assist the Sanvita Customer Service team by answering consumer queries, problems solving and providing detailed educational information.
- Assist in new hire training and advanced training for the current Sanvita team members.
- Approve time cards and PTO for the Sanvita Customer Service Team.
- Attend weekly supervisor and outside vendor meetings.
Medical Collections
EMSI
01.2006 - 01.2007
- Submit duplicate delinquent patient accounts to the patient's insurance company for DME supplies.
- Contact insurance carriers to obtain additional information for denied claims.
- Work with outside sales representatives to obtain Medicare/Medicaid required documentation.
- Negotiate contracts with medical insurance companies to participate as a "in network" provider.
- Provide documentation in the patient's account into the computer database.
Office Manager
Lawless Painting
01.2005 - 01.2007
- Responsible for keeping, correcting and submitting weekly payroll.
- Responsible for creating and presenting company bids to potential clients.
- Responsible for printing and submitting invoices to clients for payment.
- Schedule start and completion dates for each contract.
- Responsible for all administrative duties including bank transactions, client relation issues and human resource duties.
Document Collections
MP Total Care
01.2005 - 01.2006
- Work one on one with physicians to obtain additional documentation required by Medicare/Medicaid for billing DME supplies.
- Obtain new insurance and physician information from existing patients.
- Mail or fax PWO's (Physician's Written Orders) to physician's offices to avoid delay in renewing patient's prescriptions.
- Document all patient or account information into database by patient account number.
- Maintain patient files.
- Verifying that all files obtain the required documentation and arranged in filing system in alphabetical order by patients last name.
CNA
Waverly Health Care
01.2003 - 01.2004
- Assist residents with daily living routines.
- Document all vital signs and daily in take into each assigned residents medical chart.
- Assist physicians and nurses with medical treatments and distribution of prescribed medications.
Assistant Manager
Family Dollar Retail Store
01.2000 - 01.2003
- Open and close retail store at the start and close of each business day.
- Create weekly employee schedules using a set payroll budget.
- Responsible for daily bank transactions and inventory control.
- Responsible for assisting staff of 3 employees through out the business day.
- Assist customers while in the retail location with any inquiries and purchasing.
Receptionist / Accounts Receivable
Dees Paper Co
01.1999 - 01.2000
- Answer multi-line phones.
- Responsible for entering payments received from customers by invoice number.
- Responsible for balancing daily bank deposits.
- Type, mail and fax newsletters, business meeting memos and sealed bids or contract proposals.
- Assisted in printing and mailing invoices to customers.
Education
CNA- Waverly Health Care- Certified by the State of Tennessee Board of Nursing -
TL Faulkner Vocational
Skills
- Administrative duties
- Customer Service
- Database
- Documentation
- Policies
- Presenting
- Safety
- Supervisor
- Technical Support
Timeline
Customer Care Supervisor
Tampa Electric Company
09.2019 - Current
Lead
Tampa Electric
09.2013 - 09.2019
Customer Care Supervisor
CCS Medical Inc
01.2007 - 01.2013
Medical Collections
EMSI
01.2006 - 01.2007
Office Manager
Lawless Painting
01.2005 - 01.2007
Document Collections
MP Total Care
01.2005 - 01.2006
CNA
Waverly Health Care
01.2003 - 01.2004
Assistant Manager
Family Dollar Retail Store
01.2000 - 01.2003
Receptionist / Accounts Receivable
Dees Paper Co
01.1999 - 01.2000
CNA- Waverly Health Care- Certified by the State of Tennessee Board of Nursing -
TL Faulkner Vocational
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