Doris Graciani
Indianapolis,IN
Summary
Dynamic and customer-focused professional fluent in Spanish, with a proven track record in training development, conflict resolution, and client relations. Recognized for strong organizational skills, exceptional time management, and attention to detail. A creative problem solver who brings a positive, friendly approach to every task. Skilled in negotiation and scheduling, with a deep commitment to delivering excellent service and fostering productive team environments. Known for quick learning and adaptability, ensuring effective outcomes in fast-paced settings.
Overview
13
13
years of professional experience
Work History
International Broker
Total Quality Logistics Inc.
Indianapolis, IN
03.2023 - 09.2024
- Developed long-term relationships with customers by providing personalized service and advice.
- Negotiated contracts between buyers and sellers in a timely manner.
- Negotiated freight rates with carriers and customers.
- Developed relationships with customers, carriers, and vendors to ensure timely delivery of goods.
- Researched transportation options and costs for customer shipments.
- Monitored shipment progress and updated customers on the status of their orders.
- Maintained records of all transactions in order to keep accurate inventory information.
- Created invoices for billing purposes based on shipping documents received from carriers.
- Assisted with claims processing for any damaged or lost items during transit.
- Coordinated pickup and delivery schedules between customers, vendors, and carriers.
- Prepared documents such as bills of lading, customs forms, and other related paperwork.
- Cleared goods through customs and verified delivery to client destinations.
Dispatcher
Dorian Logistics LLC
Indianapolis, IN
09.2022 - 11.2023
- Managing truck drivers' schedules and routes
- Scheduling freight to be picked up and delivered
- Providing shipping details to customers
- Reviewing logs of truck drivers
- Documenting all calls, deliveries, routes, and times for pickups and deliveries
- Completing paperwork related to shipments, such as invoices
- Handling customer complaints and inquiries
- Negotiating rates and delivery timelines
Referral Coordinator
Shalom Health Care Center
Indianapolis, IN
08.2020 - 09.2022
- Verify patient insurance eligibility and benefits either electronically or by telephone
- Send referrals electronically via direct trust email/provider to provider ('P2P') network or by fax
- Contact medical facilities to obtain patient appointments as directed by providers
- Provide facilities with the required documentation for referral eligibility
- Track all referrals from their origin until they are returned and evaluated by a provider
- Complete on a daily basis all follow-ups relating to pending patient inquiries
- Follow-up on patients with self-referrals
- Monitor fax inbox daily
- Secure Memoranda of Understanding ('MOU') and requirements from referral entities
- Verify credentials/licenses of referral entities
- Scan medical records documentation into EMR
Confirmation Manager
Renewal by Anderson
Carmel, IN
03.2019 - 08.2020
- Outbound calling, texting, and emailing customers to schedule their installation date, day, and time
- Responsible for making our 'Week Ahead Reminder' calls to help remind customers of their upcoming installation date, day, and time
- Answers inbound telephone calls to confirm installation date, day, and time and directs customers to the proper person/department when appropriate
- Assists production team with order entry, office tasks, and customer service requirements
Member/provider Service Customer Representative
Manage Health Services
Plainfield, IN
10.2016 - 01.2019
- Respond to telephone or written correspondence inquiries from members and providers within established timeframes utilizing current reference materials and available resources
- Provide assistance to members and/or providers regarding website registration and navigation Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application
- Process written customer correspondence and provide the appropriate level of timely follow-up
- Coordinate member transportation and make referrals to other departments as appropriate
- Maintain performance and quality standards based on established call center metrics including turn-around times
- Research and identify any processing inaccuracies in claim payments and route to the appropriate site operations team for claim adjustment
- Identify any trends related to incoming or outgoing calls that may provide policy or process improvements to support excellent customer service, quality improvement and call reduction
- Conduct reports and spreadsheets for data keeping
- Train and assist new hires
Receptionist
Dr Tavel
Indianapolis, IN
03.2016 - 10.2016
- Greeted customers and visitors in person and via telephone calls
- Schedule appointments
- Work on a computer with compylink
- Test patients with an autorefractor, optomap, visual field, and tonometer machines
- Give instructions
- Answered inquiries and addressed, resolved, or escalated issues to management personnel to ensure client satisfaction
- Kept reception area clean and neat to give visitors a positive impression of the company
- Prepared packages for shipment, pickup, or courier delivery to customers
- Provided clerical support to company employees, including copying, faxing, and file management
Call Center Agent
Stericycle
Indianapolis, IN
10.2015 - 03.2016
- Use Computer skills and Provide great customer service
- Strong verbal and written communication skills
- Detail-oriented and able to multitask
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Documented all customer inquiries and comments thoroughly and quickly
- Answered customer telephone calls promptly and in an appropriate manner
- Responded to all customer inquiries thoroughly and professionally
Server/Host
IHOP
Indianapolis, IN
08.2011 - 09.2015
- Delivered quality service by providing a warm and welcoming environment
- Skillfully promoted items on beverage lists and restaurant specials
- Relayed orders to the bar and kitchen by quickly and accurately recording guest selections and keying them into the register
- Addressed diner complaints with kitchen staff and served replacement menu items promptly
- Assisted in cashiering and Point of Sale (POS) system procedures during busy hours
- Followed proper standards for product freshness, food safety, and sanitation
- Guided guests through menus while demonstrating thorough knowledge of the food, beverages
- Maintained table settings by removing courses, replacing utensils, and refilling beverages promptly
- Received frequent customer compliments for going above and beyond normal duties
- Moved and arranged tables, chairs, and place settings and organized seating for groups with special needs
- Verified cash drawer against the day's receipts
- Processed credit cards, checks, gift cards, and coupons
- Routinely removed trash and debris from the restaurant
Caretaker
LA Fitness
Indianapolis, IN
06.2013 - 10.2013
- Maintained a safe play environment by emphasizing and maintaining cleanliness and organization
- Completed tasks in an efficient and accurate manner
- Developed activities that helped children develop physically and mentally
- Consistently enforced disciplinary limits for a structured environment conducive to learning
- Communicated with children in a developmentally appropriate way
- Interpreted for Spanish-speaking parents and guardians
Education
Certified Nurse Assistant -
Indianapolis, IN01.2016
Technical Honors Diploma -
Ben Davis High School
Indianapolis, IN01.2014
Skills
- Fluent in Spanish
- Training Development Expertise
- Exceptional time management skills
- Creative problem solver
- Detail-oriented
- Customer-oriented
- Proficient Interpersonal Skills
- Positive and friendly
- Quick learner
- Strong conflict-resolution skills
- Excellent work ethic
- Negotiation expertise
- Problem-Solving
- Client Relations
- Medical Terminology
- Scheduling and calendar management
Timeline
International Broker
Total Quality Logistics Inc.
03.2023 - 09.2024
Dispatcher
Dorian Logistics LLC
09.2022 - 11.2023
Referral Coordinator
Shalom Health Care Center
08.2020 - 09.2022
Confirmation Manager
Renewal by Anderson
03.2019 - 08.2020
Member/provider Service Customer Representative
Manage Health Services
10.2016 - 01.2019
Receptionist
Dr Tavel
03.2016 - 10.2016
Call Center Agent
Stericycle
10.2015 - 03.2016
Caretaker
LA Fitness
06.2013 - 10.2013
Server/Host
IHOP
08.2011 - 09.2015
Certified Nurse Assistant -
Technical Honors Diploma -
Ben Davis High School