Debborah Serrano
Los Angeles,CA
Summary
Experienced Operations Specialist with over 4 years in planning and problem-solving, dedicated to optimizing resource use to support scalable operations and enhance profitability. Highly organized and systematic, with a strong ability to build relationships and lead effectively.
Overview
5
5
years of professional experience
Work History
Client Care Coordinator
Jukebox Health
New York , NY
05.2023 - Current
- Provided support to clients by addressing inquiries, resolving complaints, and handling issues efficiently.
- Collaborated with other departments to ensure prompt resolution of client queries.
- Monitored company services and catalogs to deliver informed support for home modification and care needs.
- Reached out to clients regarding potential home modifications, referrals, and satisfaction with our products.
- Maintained detailed records of client interactions and transactions using Salesforce, Slack, and Ramp.
- Managed deposits, payments, and billing arrangements for installers and cash-paying clients.
- Updated the online catalog with new and modified products, such as grab bars, handrails, and bidets.
- Engaged with partners to understand their needs, resolve issues, and address client and goal-related questions.
- Communicated with clients via telephone and email to provide information about products and services.
Operations Specialist
Swimply
Los Angeles , CA
01.2023 - 05.2023
- Identified operational and performance issues, collaborating with managers to address and resolve concerns.
- Assisted in developing project plans for new initiatives and process improvements.
- Resolved customer and vendor disputes by clearly explaining terms and conditions.
- Fostered a safe and energetic work environment by actively engaging with employees through feedback and recognition.
- Managed the initiation of refunds and reversal of payouts for bookings or reservations, ensuring excellent customer service for all hosts requesting refunds.
- Expedited resolutions for host problems and complaints, clearly explaining refund options, requirements, and timelines.
- Investigated discrepancies related to refund requests.
- Oversaw onboarding activities for new hosts, addressing questions to expedite the process.
- Reviewed and updated onboarding workflows to enhance efficiency and drive improvements.
- Motivated and inspired hosts to achieve their goals and meet business objectives.
- Developed and implemented effective onboarding plans for new hosts.
Identified and addressed areas for improvement within the existing host onboarding program.
Social Media Specialist
Vacasa LLC
Portland , OR
01.2022 - 01.2023
- Engaged with platforms like Meltwater to manage reviews and interact with guests on Facebook, Twitter, and Instagram.
- Utilized tools such as Excel, Google Docs, Google Suite, Slack, Airbnb, Booking.com, and others for various tasks.
- Collaborated with public figures and companies to enhance and promote the brand on social media.
- Responded to online audience comments and inquiries to foster engagement.
- Managed the organization's social media presence by posting updates, answering posts, and monitoring conversations.
Customer/Owner Shift Supervisor
Vacasa LLC
Portland , OR
05.2021 - 01.2022
- Maintained composure and professionalism in stressful situations, effectively diffusing tension.
- Assisted customers with payment processing and establishing payment plans to update account status.
- Cultivated strong customer relationships to encourage repeat business with homeowners.
- Conducted outbound calls to gather owner account information.
- Mentored new employees on procedures and policies to enhance team performance.
- Engaged with homeowners about their annual income goals and worked with the pricing tool and rates team to align these goals.
- Collaborated with team members to improve performance and implement training updates.
- Provided on-the-job training to new staff members.
- Supported upper management with daily operations to ensure service and quality standards were met.
Customer Service Representative
Covered California
Sacramento , CA
01.2020 - 05.2021
- Provided frontline customer support by answering incoming calls and emails, assisting with product and service transactions.
- Informed customers about billing procedures, processed payments, and helped set up payment options for medical insurance.
- Kept current with insurance payment practices to ensure accurate support.
- Managed third-party insurance processing tasks to assist patients effectively.
- Analyzed patient records to determine eligibility for coverage, benefit levels, and related matters.
- Advised clients on optimizing their healthcare benefits while reducing out-of-pocket expenses.
- Maintained up-to-date knowledge of changes in state and federal healthcare coverage laws.
- Participated in training sessions to stay informed about new policies and procedures in medical insurance processing.
- Remained current on HIPAA regulations, benefits claims processing, medical terminology, and other relevant procedures.
- Documented file notes clearly and concisely in Salesforce.
Education
High School Diploma -
Roybal High School
Los Angeles, CA06.2017
Skills
- Quantitative Skills
- Improvement Plan Knowledge
- Process Planning
- Program Evaluation
- Fraud Detection
- Guest Service
- Communication
- Spanish Fluency
- Catalog Reorganizing
- Online Product Organization
- Slack, HubSpot, SalesForce, Meltwater, Facebook, Instagram, Yelp, Twitter, Google Suite, Excel, Zendesk, Stripe, Ramp, TalkDesk, Rippling
Timeline
Client Care Coordinator
Jukebox Health
05.2023 - Current
Operations Specialist
Swimply
01.2023 - 05.2023
Social Media Specialist
Vacasa LLC
01.2022 - 01.2023
Customer/Owner Shift Supervisor
Vacasa LLC
05.2021 - 01.2022
Customer Service Representative
Covered California
01.2020 - 05.2021
High School Diploma -
Roybal High School
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