Elizabeth Duran
Fresno,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
Human Resources Contact Center Support Analyst
Adventist Health System
01.2024 - Current
- Handles escalated inquiries efficiently while capturing pertinent details for documentation. Uses knowledge base and designated resources to accurately resolve inquiries. Solves problems. Refreshes and adds to the knowledge base system. Demonstrates comprehensive understanding of techniques, processes and procedures to perform the job.
- Researches issues quickly, when not able to immediately resolve using the knowledge base. Resolves, routes, or escalates issues in a timely manner. Applies working knowledge of the techniques, principles, theories and concepts of the discipline, staff, technologies, services, and practices to complete routine and non-routine assignments. Prioritizes daily activities to complete tasks/projects assigned by others. Makes decisions regarding own work, sometimes in ambiguous situations.
- Provides exceptional customer service, exhibiting strong listening and communication skills. Solves and escalates operational problems and technical issues; modifies existing tools or processes. Works with decisions that have moderate impact on function/family operations.
- Participates in test cycles, e.g., open enrollment, software updates, knowledge base reviews and refreshes. Works under general supervision.
- Identifies processes and procedures for improvement opportunities. Serves on teams planning and implementing continuous improvement. Assists with training new Associate Analysts.
- Performs other job-related duties as assigned.
Intake Specialist
Advanced Diabetes Supply
02.2021 - 01.2024
- Provided exceptional customer service answering, screening and processing high volume calls using Webex by Cisco call system.
- Calculated and processes insurance benefits using Medicare excel formulas.
- Handled escalated inquires to efficiently preserve patient satisfaction and deescalate patient issues in a timely manner.
- Interviewed potential patients, collecting personal information to determine eligibility.
- Collected credit card payments to complete transactions for patients.
- Updated patient information on EV software computer system to maintain billing accuracy.
- Obtained clinical information from providers to create authorizations and referrals.
- Served on teams implementing continuous improvement and knowledge of diabetes monitor programming.
- Consistently maintaining sales quota of 150+ ships monthly to enhance company sales.
- Safeguarded patient privacy ensuring confidentiality, integrity, and compiling with HIPAA regulations.
Customer Service Manager
Vista Printing
03.2016 - 02.2021
- Mentored new employees on procedures and policies to maximize team performance. Evaluated employee job performance and motivated staff to improve productivity.
- Entrusted with company key assisting employees with timecard punches.
- Implemented and leaded Team meetings to ensure customer and production deadlines.
- Provided exceptional customer service answering incoming calls, emails, and online customer service requests within designated turnaround time.
- Assisted customers with processing payments or establishing term conditions to bring accounts current.
- Evaluated and authenticated returns, exchanges and voids.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Developed strong customer relationships to encourage repeat business.
Human Resources Assistant
Angel Printing
07.2011 - 03.2016
- Guided new hires through orientation and onboarding and explained documentation requirements to facilitate HR process.
- Created, organized and maintained employee personnel files to keep sensitive data secure.
- Handled sensitive employee and company information with highest level of confidentiality and discretion.
- Filed documents, delivered mail and performed bookkeeping to facilitate office operations of HR department.
- Crossed trained and assisted with accounts receivable and accounts payable maintaining accuracy.
- Assisted with planning, organizing and coordinating company events.
Skills
- Experience with HR Information Systems
- Customer Service
- Adaptability
- Leadership
- Attention to Detail
- Active Listening
- Prioritizing
- Decision making
- Time management
- Training and development
- Project management
- Problem solving
- QuickBooks
- Microsoft Office
- Collaboration
- Research
Timeline
Human Resources Contact Center Support Analyst
Adventist Health System
01.2024 - Current
Intake Specialist
Advanced Diabetes Supply
02.2021 - 01.2024
Customer Service Manager
Vista Printing
03.2016 - 02.2021
Human Resources Assistant
Angel Printing
07.2011 - 03.2016
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