Desiree Duran
Summary
Extensive background in customer service with a focus on identifying and addressing customer needs to enhance business effectiveness. Proficient in CRM systems and management, contributing to the success of your organization. Committed to delivering high-quality service and fostering positive customer relationships.
Overview
17
17
years of professional experience
Work History
Ventilator & Oxygen Intake Specialist
AeroCare
Akron , OH
05.2022 - 01.2026
- Handled over 75/100 inbound calls daily
- Utilized CRM tools and fresh desk along with data entry
- Coordinated with marketing representatives to secure life-saving (DME) equipment for patients
- Managed all ventilator compliance processes, ensuring regulatory adherence and continuity of patient care
- Processed insurance authorizations across Medicare, Humana, and commercial plans to ensure accurate billing and collections
- Thoroughly reviewed all incoming and existing patient documentation for accuracy
- Oversaw all Mid-Atlantic oxygen orders for ventilator-dependent patients
- Managed high-volume incoming and outgoing fax communications in a remote, deadline-driven environment
- Participated in daily cross-functional meetings with strict time-sensitive deliverables
Customer Service/Retail Sales Coordinator
Verizon Communications
Valhalla, New York
05.2009 - 11.2019
- Ranked as top performer exceeding company goals, customer satisfaction & sales on a consistent basis
- Managed 75+ sales, CRM, and retention calls daily to enhance customer engagement and satisfaction
- Met and exceeded productivity targets by using organizational and relationship-management skills
- Upsold customers while maintaining ethics and best practices
- Educated customers on product changes in fiber optics and promoted transitory packages to drive purchasing decisions
- Collaborated on new processes that enhanced customer satisfaction and increased representative revenue
- Trained peers in 2016-2018 in my Sales Workshop, to maximize flagship call center performance. Workshop increased representative revenue by 30%
- Substituted as a team leader to assist representatives with challenging tasks
- Worked Retention for 3 years while still maintaining sales goals
Education
High School Graduate
01-2004
Skills
- Ventilator management
- Patient documentation
- Insurance authorizations
- Data entry
- Excel & spreadsheet
- CRM management and customer relations
Timeline
Ventilator & Oxygen Intake Specialist
AeroCare
05.2022 - 01.2026
Customer Service/Retail Sales Coordinator
Verizon Communications
05.2009 - 11.2019
High School Graduate