Elizabeth Accolla
Ridgewood,NY
Summary
Passionate and professional Representative leads outreach efforts, strategic direction, and day-to-day function management. Proven talent at building relationships and influencing others to gain support and commitment. Excellent presentation and communication skills and comfort working in a fast-paced environment.
Overview
15
15
years of professional experience
Work History
Bilingual Member Retention Representative
Visiting Nurse Service of New York Choice
New York , NY
2013.03 - Current
- Assigned enrollees into VNSNY CHOICE plans to warrant satisfaction and minimization of member cancellation while ensuring potential members understand plan details and options they are eligible for, answered inquiries related to all VNSNY CHOICE products, and recorded resulting actions and comments.
- Informs potential members of anticipated future calls and contacts from third-party administrators for planned eligibility verification and conducts Field seminars for potential members at regional locations, using mobile RVs and home visits as necessary.
- Coordinate requests for enrollment plans, maintain sales management requisitions, and staff appraisal activities concerning both established and new members.
- Confers escalated inquiries to the Manager, Sales, or appropriate Community Liaison while performing all duties within CMS guidelines and regulations, informing new staff of new marketing policies, and participating in special projects.
Bilingual Customer Service Representative
Visiting Nurse Services of New York
New York , NY
2011.06 - 2013.03
- Screened incoming calls to determine customer needs, directed clinical situations to the appropriate clinical staff/program in a professional and timely manner, and made outbound calls to members to troubleshoot any problem resolution that had occurred previously.
- Aimed at improving quality and regulatory compliance while responding to and resolving non-clinical problems, complaints, and issues, also acted as a Customer Care Center liaison to VNS staff and a variety of developed departments and programs.
- Maintained correspondence, an coordinated mailings to clients and providers as needed.
- Generated and continually preserved the training manuals while assisting with the training protocols for the newly hired and temporary workers.
- Assisted with the planning and implementation of customer service and collaborated services for technical assistance.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
Customer Service Representative /Data Entry Clerk
Access Staffing Temporary Agency
New York , NY
2009.05 - 2011.06
- Professionally handled, and in a timely fashion, answered phones and responded to member requests while ensuring reserved transportation service for members to and from their medical appointments.
- Directed and transferred members’ calls to appropriate staff while being responsible for following up on member's inquiries identified, researched, and resolved members’ issues.
- Completed call logs and reports as all reviews and updated reported results were transferred to the supervisor every week into a shared database.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent customer service to resolve customer complaints promptly.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
Education
High School Diploma -
High School For The Humanities
New York, NY1987-08
Associate of Arts -
Borough of Manhattan Community College of The City University of New York
New York, NYSkills
- Telephone Reception
- Customer Support
- Records Management
- Paperwork Processing
- Sales Reporting
- Needs Analysis
- Client Services
- Network Development
- Staff Training
- Strategic Direction
- Account Development
- Business Growth and Retention
- Client Service
- Cross-Functional Team Development
- Expense Reporting
- Performance Tracking
- Client Relationship Building
- Customer Relations
- Account Servicing
- Performance Improvement
Languages
Spanish
Professional
Timeline
Bilingual Member Retention Representative
Visiting Nurse Service of New York Choice
2013.03 - Current
Bilingual Customer Service Representative
Visiting Nurse Services of New York
2011.06 - 2013.03
Customer Service Representative /Data Entry Clerk
Access Staffing Temporary Agency
2009.05 - 2011.06
High School Diploma -
High School For The Humanities
Associate of Arts -
Borough of Manhattan Community College of The City University of New York
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