Desiree Guerrero
Aurora,CO
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
Commercial Insurance Representative
Nationwide Mutual Insurance Company
11.2022 - Current
- Owns the customer experience by handling complex inbound phone calls to include: premium changes and retention calls, emails, chat sessions, and texts from customers, agents, third parties, and business partners who are inquiring about insurance products or policies
- Exhibits commercial and/or farm lines insurance knowledge and is fully cross trained on all products, able to effectively handle small and middle market accounts, special requirements, farm and processing functions
- Provides guidance to customers by solving their immediate needs as well as anticipating future needs or questions
- Provides consultation, proactive guidance and advice to agents and customers on next steps as well as policy options that may be beneficial
- Completes care review for customers as requested
- Retains customers by using experience and knowledge
- Diagnoses issues and utilizes results to minimize transfers, issues, and call backs by using all available resources and systems to make policy changes, answer policy and billing questions, take payments, provide requested documentation, and give advice regarding insurance needs.
Internal operations supervisor
Trident care
02.2014 - 06.2022
- I work remotely in charge of 20 customer service representatives who process medical facilities imaging and lab requests
- I manage the work flow making sure that the calls in my region are being answered and serviced properly
- Along with that, I also interview and hire as well as manage payroll
- As a customer service supervisor, I also guide my Team by updating them on any policy or work flow changes to accurately place orders for various medical facilities.
Bartender
Cheddar's Scratch Kitchen
07.2010 - 01.2014
- As a bartender I would work the afternoon and dinner rush
- This location is buy a marine corp base which meant it was always busy
- I would take care of my section at the bar providing a variety or beer and cocktail drinks
- At times I would also become a server for my section taking food orders as well.
Baker
The Cheesecake Factory
02.2006 - 09.2009
- My responsibility as a baker was to make the desserts and coffee drinks for guests who came to the restaurant
- I also was in charge of taking to go orders and in order to do so I had to memorize the entire 150 item menu to accurately answer any questions the guest had
- I opened the bakery most of the time which means I had to prep and stock for the entire day
- As a baker I also learned how to cake decorate provide excellent service.
Education
Highschool Diploma - Basic studies
Aurora Central High School
Aurora, CO05.2002
Skills
- Administrative Experience
- Interviewing
- Payroll
- Supervising Experience
- Microsoft Office
- Excel
- Customer Relations
- Customer Service
- Health Information Management
- Medical Terminology
- Barista Experience
- Coffee Experience
- Serving Experience
- Bartending
- POS
- Medical Records
- Cash Handling
- Management
- EMR Systems
- Host/Hostess
- Data Entry
- HIPAA
- Windows
- Time management
- Typing
- Live chat
- Documentation review
- Communication skills
- Workforce management
- Conflict management
- Retail sales
- Insurance Verification
- Quality Assurance
- ICD-10
- Employee Orientation
- Microsoft Outlook
- Medical Scheduling
- Patient Care
- ICD Coding
- Recruiting
- English
- Customer support
- Google Docs
Timeline
Commercial Insurance Representative
Nationwide Mutual Insurance Company
11.2022 - Current
Internal operations supervisor
Trident care
02.2014 - 06.2022
Bartender
Cheddar's Scratch Kitchen
07.2010 - 01.2014
Baker
The Cheesecake Factory
02.2006 - 09.2009
Highschool Diploma - Basic studies
Aurora Central High School
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