Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
CustomerServiceRepresentative

Claudia Fuentes

Tracy,CA

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

14
14
years of professional experience

Work History

Customer Service Representative

VDart's, INC
Miami , Florida
09.2021 - 04.2022
  • Responsible for assisted claimants with Maryland Department of Labor and Unemployment to open new unemployment claims.
  • Assisted Unemployed claimants in resolving issues with their claim
  • Resolved issues with claimants' proof of employment
  • Assisted Unemployment Department of Maryland with Wages re-check
  • Resolved issues with client proof of Identity
  • Answered high volume client calls on regards to unemployment benefits
  • Express compassion and empathy while developing strategic solutions for solving problems and addressing unsatisfactory customer experiences
  • Handle 25+ calls daily, with duties including signing up new claims for unemployment, retrieving unemployment data, or updating claimant statues
  • Received average 100% customer satisfaction rating to date, on every review done by company
  • Consistently praised for quality and timeliness of reports, attention to detail, exemplary customer/claimant service delivery, and team player attitude
  • Remained courteous and calm at all times, even during moments of intense customer displeasure
  • Updated account information to maintain customer records.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Collection Specialist

Parallon HCA Remote
Miami , Florida
02.2020 - 09.2021
  • Processed payments and applied to customer balances, negotiated to collect the balance in full
  • Discussed options with delinquent clients in terms of proposed solutions
  • Set updrafts and processed immediate payments after conducting thorough research and analysis of the account
  • Recorded all information regarding the financial status of customers
  • Deliver exceptional customer service on all calls while maintaining a calm and professional demeanor in challenging circumstances
  • Counsel debtors on payments options and arranged installment agreements
  • Achieved performance goals consistently
  • Achieved 100% on the Customer Satisfaction Survey
  • Responded to customer requests, offered excellent support and tailored recommendations to address needs
  • Met all customer call guidelines including service levels, handle time, and productivity
  • Deliver a high level of service to clients to build upon relationships for the future
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Monitored accounts for compliance with established payment plans and flagged non-compliances.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Achieved performance goals on consistent basis.
  • Used skip tracing and other techniques to locate debtors.
  • Notified co-signers of delinquent accounts to assist in collecting payments.
  • Worked with customer to create debt repayment plan based on current financial condition.

Patient Access Representative

Mount Sinai Medical Center
Miami Beach, Florida
09.2019 - 02.2020
  • Interviewed patients as came into hospital as front-line staff (ER department)
  • Utilized excellent customer service skills to gather needed information
  • Enter patient data into hospital’s electronic system (EPIC)
  • Interviewed new patients and collected needed medical and insurance information
  • Prioritized and determine appropriate bed assignment based on urgency of request using electronic bed board
  • Review and process pending external transfers and anticipated discharges while taking into account bed availability
  • Track bed assignments until patient occupies bed and call nursing units to follow up on assigned clean beds that have not been occupied after 30 minutes
  • Monitor EPIC board response time to ensure efficient patient flow
  • Assist patients during check out, insure post-treatment instruction has been provided by medical staff
  • Monitor EPIC board response time to ensure efficient patient flow
  • Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
  • Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
  • Performed patient scheduling and registration functions to serve as initial contact point for ER
  • Performed patient scheduling and registration functions to serve as initial contact point for ER visits.
  • Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
  • Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
  • Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
  • Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
  • Explained estimated cost for medical treatments and answered patient questions to promote good understanding of proposed services.
  • Determined patient financial needs and referred eligible patients to proper county, state or federal agencies to obtain financial assistance.
  • Resolved patient financial problems with guidance from documented guidelines and procedures.
  • Contributed to reduction of accounts receivables by adhering to predetermined policies and procedures to recover amounts due from patients.
  • Attended weekly facility meetings to discuss logistical issues and obtain updated procedural and insurance-related instructions.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
  • Helped address client complaints through timely corrective actions and appropriate referrals.

Patient Registrar

Parallon HCA
West Palm Beach, FL
02.2019 - 09.2019
  • Responsible for registration of patients, scheduling of patient appointments, verification of insurance, entering of demographic data, collection of copayments
  • Gathers and enters into computer all necessary registration information from patient/family
  • Correctly identifies patients, and generates patient identification bracelets, medical record demographic sheets, and labels
  • Applies correct identification bracelet on patient
  • Update patient accounts with registration, insurance, demographic, scheduling, and billing data
  • Maintained knowledge of, and complies with, all relevant laws, regulations and policies, procedures, and standard.
  • Facilitated timely check-in by greeting visitors and establishing purpose of visits.
  • Accurately inputted patient and insurance information into company's computer system using EPIC.
  • Collected and processed co-payments and out-of-pocket charges using EPIC.
  • Collected payments and co-pays from customers using large variety of insurance programs, adjusting amounts based on specific plan directives.
  • Set up patients in system by documenting key data, confirming eligibility and verifying insurance benefits.
  • Visited patients' rooms to collect insurance and financial information required for registrations.
  • Identified non-participating and out-of-network insurance plans and worked with patients and providers to address situations.
  • Obtained payments from patients and scanned identification and insurance cards.

Compliance Specialist

Cambridge Management
West Palm Beach, FL
11.2017 - 01.2019
  • Met with Compliance Manager to ensure compliance with all funding sources and regulatory agencies including HUD; State Tax Credit Agency; Syndication, and other local, State, and Federal lending/governing agencies; Limited Partners and other investors
  • Ensure guidelines and procedures for applicable agencies, lenders, and investors are met; including adequate record-keeping, reporting systems, and other legal monitoring requirements and goals
  • Review all move-ins, initial certifications, annual re-certifications, and interim certifications within 48 hours of receipt; provided written approval upon completion of certification packet
  • Regularly reviewed recertification schedule to ensure all re-certifications are processed at least 60 days before effective date of certification
  • Maintained and updated Special Needs Report, and provided copy to Compliance Manager and Director of Property Management every Friday
  • Responsible for HUD-subsidized properties, Files were approved upon applicant move in
  • Met with Community Managers in preparation of all compliance-related forms and documents as directed by Compliance Manager
  • Conducted pre-audits of properties in preparation for scheduled file audits and inspections which require detailed file review, and will be required to represent company at audit for file review
  • Attended training seminars and events related to various funding programs with Compliance Manager's approval
  • Served as subject matter expert by advising staff and customers and working directly with external agencies throughout audits or to remedy compliance issues.
  • Managed quality programs to reduce overdue compliance activities.
  • Identified deficiencies, discrepancies, misinformation and compliance issues with loan documentation in order to determine ineligibility or acceptance status and return non-compliant packages to teams for resolution.
  • Monitored safety programs to verify compliance with federal standards.
  • Monitored closing disclosures to verify documents contained required signatures.
  • Managed practical action plans to respond to audit discoveries and compliance violations.
  • Liaised with risk management, internal audit and employee services departments to direct compliance issues to appropriate channels for investigation and resolution.
  • Assisted with training sessions to educate management personnel on compliance and regulatory standards through Yardi and presentations.
  • Identified potential areas of compliance vulnerability and risk to develop and implement corrective action plans.
  • Prepared training programs to improve compliance at all levels.
  • Wrote and presented reports outlining findings and recommendations from compliance audits.
  • Scheduled and conducted evaluations of company policies, procedures and internal control structures.

Compliance Specialist

TRG Management
Weston, Florida
06.2014 - 10.2017
  • Met with Compliance Director to ensure compliance with all funding sources and regulatory agencies including HUD; State Tax Credit Agency; Syndication, and other local, State, and Federal lending/governing agencies; Limited Partners and other investors
  • Ensured guidelines and procedures for applicable agencies, lenders, and investors were met, including adequate record-keeping, reporting systems, and other legal monitoring requirements and goals
  • Review all move-ins, initial certifications, annual re-certifications, and interim certifications within 48 hours of receipt; and provide written approval upon completion of certification packet
  • Regularly review recertification schedule to ensure all re-certifications are processed at least 60 days before effective date of certification
  • Maintained and updated Special Needs Report, and provided copy to Compliance Director and Property Management every Friday for all HUD-subsidized properties, upon move-in approval
  • Work with Property Managers and Assistant Managers in preparation of certification notices, interviews, verification of household information, and completion of Tenant Income Certifications.
  • Conducted Pre-audits of properties in preparation for scheduled file audits and inspections which require detailed file review, and will be required to represent company at audit for file review
  • Attended training seminars and events related to various funding programs with Compliance Director's approval.
  • Managed quality programs to reduce overdue compliance activities.
  • Performed quality reviews with Property Manager to uncover workflow and communication issues.
  • Monitored safety programs to verify compliance with federal standards.
  • Reviewed documents, files, transcripts and other records to assess compliance and potential risk.
  • Managed compliance efforts, reporting and audits.
  • Verified consistency in quality planning, quality control, quality insurance and quality improvement.
  • Played instrumental role in company-wide risk assessment efforts, supporting enhancements in business processes and controls.
  • Maintained effective working relationships with regulatory authorities, suppliers and customers.
  • Conducted quarterly audits of environmental management compliance.
  • Performed other duties, assignments, and special projects as assigned

Property Manager

Gatehouse Management
Miami, Florida
03.2010 - 06.2014
  • Oversee, maintain, and inspect all designated buildings and properties.
  • Coordinate ongoing maintenance and inspections to comply with all relevant laws, codes, and company policies
  • Assisted HUD, Low Income Communities with applications making sure applicants were qualified to reside in communities.
  • Select tenants through interviews and background checks.
  • Collected rent, pay invoices, and analyze operating statements
  • Assisted Regional Manager to prepare annual budget and report on financial performance
  • Address tenant complaints, violations, and problems
  • Handled tenant complaints promptly and appropriately, calling in repairmen and other support services.
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Verified income, assets and expenses and completed file tracking sheet for each applicant.
  • Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs and capital improvement projects.
  • Introduced prospective tenants to types of units available and performed tours of premises.
  • Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
  • Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.
  • Maintained sufficient number of units market-ready for lease.
  • Minimized vacancy periods by collaborating with building owners to strategize improvements to marketing initiatives, business plans and tenant outreach programs.
  • Handled disciplinary actions, performance appraisals and terminations of company staff.
  • Communicated regularly with key on-and off-site tenant contacts to achieve satisfaction with facility and services.
  • Prepared specifications solicited bids and approved subcontracts for building services.
  • Developed and executed plan to achieve and maintain 100% or better rate of occupancy.
  • Trained and motivated leasing staff during bi-monthly trainings.
  • Boosted occupancy 100% by leveraging market knowledge and successful promotional strategies.
  • Organized and participated in meetings to give residents opportunity to ask questions and provide forum for issues to be addressed.

Assistant Manager/ leasing Consulting

Gatehouse Management
Miami, Florida
04.2008 - 03.2010
  • Assisted in managing all aspects of building’s occupancy and maintenance
  • Communicated with tenants regarding property-related issues
  • Coordinated with tenants and third parties to address maintenance and facility needs
  • Collaborated with property management team to produce advertising materials
  • Met with prospective tenants to show properties, conduct interviews, receive rental applications, and explain terms of occupancy
  • Processed applications and conducted credit checks
  • Collected monthly fees and maintained records of payments and rental activity
  • Assisted Manager to prepare budgets and financial reports
  • Coordinated with outside vendors to arrange for trash removal, maintenance, landscaping, security, and other services
  • Investigated and helped to resolve complaints, disturbances, and violations
  • Complied with anti-discrimination laws about housing, renting, and advertising
  • Contributed to team efforts by accomplishing related tasks as needed
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
  • Monitored security and handled incidents calmly.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
  • Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.

Education

Master - Web Design

Art Institute of Ft Lauderdale
Miami, FL
04.2008

High School Diploma -

Miami Jackson Senior High School
Miami, FL
05.2004

Skills

  • Efficient and Detail-Oriented
  • Issue and Complaint Resolution
  • Call Documentation
  • Upbeat and Positive Personality
  • Data Entry and Maintenance
  • Calm and Professional Under Pressure
  • Building Customer Trust and Loyalty
  • Courteous with Strong Service Mindset
  • Customer Data Confidentiality
  • Call Transfers
  • Answering Customer Questions
  • Inbound and Outbound Calling

Additional Information

  • HCCP Certificate - Compliance Management Certificate
  • Life Insurance Agent License

Languages

Spanish
Native or Bilingual
English
Full Professional

Timeline

Customer Service Representative

VDart's, INC
09.2021 - 04.2022

Collection Specialist

Parallon HCA Remote
02.2020 - 09.2021

Patient Access Representative

Mount Sinai Medical Center
09.2019 - 02.2020

Patient Registrar

Parallon HCA
02.2019 - 09.2019

Compliance Specialist

Cambridge Management
11.2017 - 01.2019

Compliance Specialist

TRG Management
06.2014 - 10.2017

Property Manager

Gatehouse Management
03.2010 - 06.2014

Assistant Manager/ leasing Consulting

Gatehouse Management
04.2008 - 03.2010

Master - Web Design

Art Institute of Ft Lauderdale

High School Diploma -

Miami Jackson Senior High School

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Claudia Fuentes