Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst
Danja Diaz

Danja Diaz

Mays Landing,NY

Summary

To obtain a position in an efficient productive environment where I can utilize my customer service skills. Successful Corporate Trainer skilled at developing, implementing and optimizing corporate training programs. Data-driven leader with hardworking approach and clear focus on strengthening companies from inside out. Successful integrating multimedia strategies to diversify instruction and maximize success. Skilled Corporate Trainer with proven success closing gap between company needs and employee abilities. Forward-thinking, motivated and passionate about aligning teams with objectives. Highly organized, analytical and skilled at managing all administrative needs.

Overview

7
7
years of professional experience
2
2
years of post-secondary education
2
2

Languages

Work History

Corporate Trainer

Freedom Care
Long Island, New York
12.2021 - Current
  • Collected information about company objectives and employee deficiencies in order to assess training needs.
  • Coordinated with engineers and corporate leadership to identify training and development opportunities to improve safety and optimize performance.
  • Collaborated with management to identify company training needs and scheduling.
  • Authored, updated and implemented training procedures.
  • Developed and responded to incoming and outgoing correspondence.
  • Developed training programs to meet company objectives.
  • Conducted evaluations and observed employee performance to identify areas of needed improvement.

Team Support Specialist

Freedom Care
03.2020 - Current
  • Freedomcare
  • Provide support and answer questions for care teams, team leads, and colleagues
  • Review/fill and approve documents including medical forms, employment verification forms
  • Set appointments for caregivers on mobile health platform
  • Meet and exceed on completing daily tasks
  • Respond to patients and caregivers request for accurate information on a plethora of needs
  • Communicate with different insurance companies to retrieve paperwork and information
  • Update logs accurately for seamless information retrieval
  • Contact caregivers for survey follow up to ensure proper and positive experience
  • Deescalate phone calls to rectify, and resume a positive experience for caregivers and patients
  • Created and assisted with MEDFLYT platform guides and training
  • Train all care teams on TALKDESK platform
  • Train new hires on all systems, including SALESFORCE, MEDFLYT, EMPEON and TALKDESK
  • Train all team leads and managers on TALKDESK platform
  • Assisted Head of Customer Experience in projects to create seamless information retrieval for care team colleagues
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Participated in cross-functional team-building activities.

Patient Representative

Schweiger Dermatology
09.2018 - 03.2020
  • Assisted coworkers with problem solving
  • Assisted in checking out patients in, and out, and scheduling them with further appointments
  • Answered multi line phone calls, transferred calls to correct contact and took messages as appropriate
  • Deescalated unhappy/unsatisfied patients to provide a positive patient experience
  • Travelled to satellite locations to assist with front office support, adapting to new and different surroundings, equipment and personnel.
  • Informed patients of excessive wait times and offered to reschedule appointments.
  • Verified any changes or data updates to patient records and checked insurance information at each appointment.
  • Organized and replenished unit supplies to maintain team readiness for expected demands.

Technical Support Specialist

Spectrum
09.2017 - 09.2018
  • Provided thorough support and problem resolution for customers
  • Achieved consistent ranking in monthly metrics including call duration, number of calls per shift, and customer satisfaction ratings
  • Educated customers on packages, promotions and products
  • Researched issues on various computer systems and databases to resolve complaints, answer inquiries and outline solutions
  • Effectively negotiated, up sold and cross sold products and services to customers
  • Assisted customers in choosing the products and services according to their preferences
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.

Claims Service Specialist

GEICO
09.2016 - 09.2017
  • Assisted customers in making claims for their home or auto insurance coverage
  • Explain coverage or denial of claim to inquiring customers
  • Confidentially record all customer information regarding claims payments etc
  • Document claim files accurately and in a timely fashion
  • Reimburse customers for payments made that should have been covered
  • Enter all customer information into the computer system for future record
  • Examined reports, accounts and evidence to determine integrity and accuracy of information.
  • Interviewed policyholders to verify information and obtain additional details.

Education

certification of business technology / ged, iroquois jcc -

Associate of Science -

LaGuardia Community College of The City University of New York
Long Island City, NY
01.2021 - Current

Skills

Exercise independent judgment and decision-making abilities, and a high level of confidentialityundefined

Timeline

Corporate Trainer

Freedom Care
12.2021 - Current

Associate of Science -

LaGuardia Community College of The City University of New York
01.2021 - Current

Team Support Specialist

Freedom Care
03.2020 - Current

Patient Representative

Schweiger Dermatology
09.2018 - 03.2020

Technical Support Specialist

Spectrum
09.2017 - 09.2018

Claims Service Specialist

GEICO
09.2016 - 09.2017

certification of business technology / ged, iroquois jcc -

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