Danielle Macias
Whittier,CA
Summary
Overview
11
11
years of professional experience
1
1
Certification
Work History
Call Center Customer Service Representative - Medical
Meduit
04.2024 - 06.2024
- Demonstrate empathy and compassion while assisting patients with their questions regarding their medical bill(s) utilizing the information provided in Epic and CollectOne.
- Efficiently handle a high volume of inbound calls, maintaining a positive and patient-focused attitude to ensure satisfactory customer service experiences.
- Assist patients with establishing a payment plan over the phone utilizing Epic and CollectOne.
- Document patient conversation details electronically in Epic and CollectOne.
- Assist patients in determining eligibility for financial assistance when applicable.
- Ensure compliance with all federal and state laws and regulations (HIPPA, Medicare Fraud, Waste and Abuse, etc.) regarding collections policies and procedures.
Closing Specialist
Optima Tax Relief
06.2018 - 06.2023
- Conduct a thorough review and verification of all tax documents to ensure accuracy and compliance with regulatory requirements for 30-40 cases daily.
- Coordinate with Case Managers, Tax Professionals, Team Leads, and Tax Preparers when inspecting case information to ensure the best service was provided for the clients.
- Discuss the final outcome of 12-16 client cases per day with each client and/or with client's authorized third party nation wide via telephone and/or email assigned through Salesforce.
- Provide overview of services rendered on the case verbally and/or in writing (i.e Bank levy/wage garnishment release, agreement negotiated with IRS by Tax Professional on client's behalf).
- Cover terms of the agreement established on client's behalf by the Tax Professional with the IRS verbally and/or in writing (i.e Fresh Start Installment Agreement, Streamline Installment Agreement, Currently-Non-Collectable Status, OIC Accepted, OIC Rejected).
- Ensure clients have the knowledge to succeed in remaining compliant with the IRS moving forward.
- Compose a summary of case details in email and/or letter format (i.e breakdown of balances owed for each year and balance expiration dates).
- Provide IRS forms to clients (i.e Form 433-D Direct Debit and Form 843 Claim for Refund and Request for Abatement) with instructions on how to complete each form via email and/or letter and provide additional guidance to clients with any further questions or concerns.
- Accurately notate all client and/or third party conversations and interactions in Salesforce.
- Successfully generated a total of 150-320 closed cases each month.
Jr. Case Manger
Optima Tax Relief
07.2017 - 06.2018
- Answer 30-40 inbound calls daily to assist clients nation wide with questions regarding their case or direct to the correct department internally using Salesforce (i.e Tax preparation department, payments department, Senior Case Manager).
- Complete 40 outbound calls to clients daily to provide updates on their case (i.e if Tax Professional made contact with IRS and provide additional details regarding their case stance).
- Compose correspondences via email and/or letter detailing case (i.e current time line of case, list requested documents and provide worksheets for client(s) to complete and submit back to our team).
- Assist 20 clients daily in completing Income and Expense Worksheets and/or Prot and Loss Statements via telephone and email guidance.
- Assist Senior Case Managers with any other requested tasks to further assist the clients.
- Accurately notate all client and/or third party conversations and interactions in Salesforce.
Case Manager
Regency Assistance Group
12.2016 - 05.2017
- Assist homeowners nation wide with the process of applying for a loan modification with their current mortgage lending institution via telephone and email.
- Followed up with 10-20 cases daily that turned cold.
- Successfully guided 10-20 homeowners daily to help complete forms via telephone and/or through email to successfully submit to their lending institution or a loan modification (i.e. Income and Expense Worksheet, Cease and Desist).
- Communicate with homeowner's lending institution(s) daily via telephone with the homeowner's consent to obtain information regarding the homeowner's mortgage situation.
- Maintain accurate notations of all client interactions.
PetCare Associate
PetSmart
04.2014 - 12.2016
- Maintain cleanliness and organization of pet habitat areas (i.e sh, birds, small mammals, and reptiles) to ensure a safe and comfortable environment as well as presentable enclosures for customers.
- Collaborate with PetCare Associate Team Members to ensure the correct medications are provided to each animal.
- Assist new and current pet owners in selecting appropriate products for their pets based on their breed, size, and dietary needs.
- Train new employees on proper pet handling and safety protocols to maintain a safe and welcoming environment for both pets and customers.
- Manage inventory levels by conducting regular stock checks and reordering supplies as needed to meet customer demand.
Substitute School Cafeteria Worker
Norwalk/La Mirada Unified School District
09.2013 - 04.2014
- Adapt quickly to different school cafeteria settings to seamlessly ll in for absent staff members.
- Manage cash register and accurate distribution of currency to students daily.
- Assist with meal preparation, such as chopping vegetables, assembling sandwiches, and portioning out food items for 200-400 students.
- Collaborate with 15-20 cafeteria staff members in a friendly and efficient manner to serve meals and provide excellent customer service to students and staff.
- Maintain a clean and organized cafeteria environment, including washing dishes and sanitizing food prep areas according to health code guidelines.
Education
Associates Degree for Transfer in Geology - Geology
Cypress College At Cypress
Cypress05.2028
Skills
- Strong verbal and written communication skills
- Proficient in providing excellent customer service
- Fast learning ability when placed in a new environment
- Proficient and comfortable with office equipment (Microsoft Excel, Outlook, and Salesforce)
- Skilled in the Order of Draw
- Skilled in preventing food born illnesses and preventing allergic reactions as well as maintaining a safe and clean work environment
Certification
Phlebotomy Technician Certificate, 05/01/15, National Health Career Association
California Food Handler Certificate, 10/02/2024, ServSafe National Restaurant Association
References
Philip Hwang, Esq., Vice President, Resolution - Lead Tax Attorney, 657-208-8947, phwang@optimataxrelief.com
Timeline
Call Center Customer Service Representative - Medical
Meduit
04.2024 - 06.2024
Closing Specialist
Optima Tax Relief
06.2018 - 06.2023
Jr. Case Manger
Optima Tax Relief
07.2017 - 06.2018
Case Manager
Regency Assistance Group
12.2016 - 05.2017
PetCare Associate
PetSmart
04.2014 - 12.2016
Substitute School Cafeteria Worker
Norwalk/La Mirada Unified School District
09.2013 - 04.2014
Associates Degree for Transfer in Geology - Geology
Cypress College At Cypress
Phlebotomy Technician Certificate, 05/01/15, National Health Career Association
California Food Handler Certificate, 10/02/2024, ServSafe National Restaurant Association
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