Emerald Zamora
Groton
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
11
11
years of professional experience
Work History
Case Management Call Center Manager
Medical Service Company
Remote
01.2024 - 04.2026
- Provided leadership and direction to team of 20+ call center representatives, ensuring customer satisfaction goals were achieved.
- Facilitated regular meetings with staff to discuss performance metrics, objectives and feedback.
- Collaborated with the Human Resources department by conducting interviews with potential candidates and assisted with other employee onboarding processes.
- Administered payroll and maintained employee records.
- Collaborated with finance teams to resolve billing issues efficiently.
- Developed and implemented strategic initiatives to enhance operational efficiency and drive business growth.
- Assisted with scheduling the delivery, set up, and maintenance of durable medical equipment for patients.
- Verified customer demographics, prescriptions, and health insurance coverage to ensure accurate and efficient medical records management.
Patient Care Coordinator Supervisor (DME)
Reliable Respiratory
Remote
10.2019 - 01.2024
- Documented notes and patient information in electronic health records systems to maintain accurate patient records.
- Evaluated patients' insurance coverage requirements prior to providing services or selling products.
- Scheduled appointments for fittings and repairs of DME items to enhance customer service and support patient needs.
- Provided product education to clients on medical equipment use.
- Managed accounts receivable, including invoicing and payment collection, while resolving customer payment disputes to ensure smooth financial operations.
- Collaborated with shipping teams to ensure timely dispatch of orders.
- Conducted performance evaluations for employees on an annual basis.
- Developed training materials for diverse employee skill sets and job functions.
Customer Service Manager
Walmart
Groton
08.2015 - 10.2019
- Developed and delivered training programs that increased agent retention and raised customer satisfaction scores.
- Streamlined customer feedback processes, reducing response times and elevating satisfaction ratings.
- Fostered positive team environment, enhancing employee engagement and morale, which improved service delivery.
- Implemented targeted sales initiatives that exceeded store goals and improved conversion rates by measurable margins.
- Surpassed sales goals through implementation of effective marketing strategies.
- Managed accounting operations, ensuring regulatory compliance through accurate financial reporting and audits.
Education
Certificate of Completion -
Cortiva Institute/CT Center for Massage Therapy
US05-2018
High School Diploma -
Robert E. Fitch Senior High School
US06-2015
Skills
- Patient advocacy
- HIPAA compliance
- Medical Terminology
- Appointment Scheduling
- Payroll management
- Recruitment
- Office Administration
- Brightree
- Proficient in Microsoft Office Applications
- Data Entry
- Team leadership
- Adaptability
Languages
- English, Highly proficient
- Spanish, Intermediate
Timeline
Case Management Call Center Manager
Medical Service Company
01.2024 - 04.2026
Patient Care Coordinator Supervisor (DME)
Reliable Respiratory
10.2019 - 01.2024
Customer Service Manager
Walmart
08.2015 - 10.2019
Certificate of Completion -
Cortiva Institute/CT Center for Massage Therapy
High School Diploma -
Robert E. Fitch Senior High School