Delia M Diaz
TAMPA,FL
Summary
I am an Experienced Customer Service professional that has a proven track record of success; working in a fast paced environment with increasing responsibilities. Part A, Part B, DME claims trained representative, who displays poise while dealing with stressful situations and manifests integrity when working with patients and colleagues. I have the ability to multi-task in a healthcare setting with skills in Phlebotomy, EKG, injections, Holter monitors and various lab procedures. I am a team player and a person who finishes all tasks by the end of my shift. Over 9 years of training and supervisor experience.
Overview
15
15
years of professional experience
Work History
Limited Service Trainer
Maximus Federal Services
Riverview , Florida
05.2021 - 03.2022
- Conduct classes for Contact Center Customer Service Representatives for both Medicare and Marketplace.
- Identify performance issues, provide corrective action and suggest termination for Customer Service Representatives not meeting performance criteria in the training class.
- Conduct Supervisor and Leadership classes for managers, supervisors and support staff.
- Conduct Support Staff training and Supervisory Learning Labs to ensure Supervisors have knowledge of operational changes.
- Facilitate learning labs and skill building activities with teams that have been identified as low performers.
- Provide technical expertise and training for the alternate channels, such as TTY, Web Chat, Email and Written Correspondence.
- Provide follow-up coaching about job performance and quality assurance to new employees after training; Coach new hires to improve performance and prevent termination.
- Supervise and report on progress of trainees and personnel during training period, nesting and while on the floor.
- Maintain a level of expertise regarding local business processes, corporate initiatives, and have a thorough understanding of training program and Quality Call Monitoring guidelines.
Bilingual Customer Services Representative Tier 2 /Former Supervisor
Maximus Federal
09.2013 - 05.2021
- Part A, Part B, DME Claims
- Supervised the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
- Interviewed and recommend hiring and promotion of contact center staff, through partnering with Human Resources
- Developed work schedules and assign duties to direct report personnel to ensure efficiency
- Evaluated employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
- Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Resources on resolving problems
- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks
- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
- Performed operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis
- Participated in meetings and recommend changes to policies and procedures
- Assumed leadership responsibility for departmental tasks and contact center activities as required
- Support and enforce contact center expectations
- Participated in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
- Assist direct reports with escalated issues or cases as needed
- Performed other duties as assigned by leadership
- Read scripted responses to questions dealing with basic health care information of an educational nature
- Provided knowledgeable responses to inquiries (phone, web chat, e-mail, TTY, fax, correspondence) in a courteous and professional manner
- Maintain up-to-date knowledge of regulations, processing procedures, and policies
- Use databases and written materials to look up and provide information to inquiries
- Maintain appropriate documentation of all inquiries
- Respond to inquiries within departmental staffing and time parameters
- Adhere to Privacy Act and Health Insurance Portability & Accountability Act (HIPAA) requirements as it relates to confidentiality of information released
- Continually look for and suggest process improvements
- Assist with delivery of internal employee training for new and temporary employees as requested
- Report problems that occur and assist with the resolution
- Attended required corporate, program, and other update trainings
- Demonstrate incremental and continued performance improvement
- Perform other related duties as assigned.
Teacher
Casa De Restauracion Bajo el Poder de Dios
Tampa, FL
06.2015 - 08.2020
- Taught bible classes to classes of 15 or more
- Held team meetings
- Coordinated team meetings and workshops
- Taught both children and adults
- Counseled and coached students for self-development
- Coordinated church events
- Worked closely with other departments in the church and organization
- Secretarial and administrative duties
Medical Assistant Externship
South shore Cardiovascular Associates
Brandon, FL
06.2013 - 08.2013
- Performed EKG’s
- Roomed patients and completed Vitals
- Called PCP to request records and referrals
- Completed patient charting
- Medication review with the patient
Sales Representative
Car Credit
Tampa, FL
03.2012 - 07.2012
- Assisted customers with applying for credit
- Located the vehicle that the customer wanted
- Answered the phones and customer questions
- Trained new hires
- Coordinated team meetings
Supervisor
Bad Auto Repair
Philadelphia, PA
02.2010 - 02.2011
- Performed emissions test, per state requirements
- Received parts and filed all requests for payment
- Trained team on responsibilities and work process
- Answered phones
Education
Medical Assisting Diploma -
Everest University
Skills
- Training Method Development
- Fee and Expense Estimation
- Orientation and Onboarding
Timeline
Limited Service Trainer
Maximus Federal Services
05.2021 - 03.2022
Teacher
Casa De Restauracion Bajo el Poder de Dios
06.2015 - 08.2020
Bilingual Customer Services Representative Tier 2 /Former Supervisor
Maximus Federal
09.2013 - 05.2021
Medical Assistant Externship
South shore Cardiovascular Associates
06.2013 - 08.2013
Sales Representative
Car Credit
03.2012 - 07.2012
Supervisor
Bad Auto Repair
02.2010 - 02.2011
Medical Assisting Diploma -
Everest University
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