Emerald Zamora
Groton,US
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
10
10
years of professional experience
Work History
Case Management Call Center Manager
Medical Service Company
01.2024 - 10.2025
- Provided leadership and direction to team of 20+ call center representatives, ensuring customer satisfaction goals were achieved.
- Assisted with escalated calls when needed, providing guidance to agents on best practices for handling difficult customers.
- Facilitated regular meetings with staff to discuss performance metrics, objectives and feedback.
- Actively participated in recruiting efforts by conducting interviews with potential candidates.
- Administered payroll and maintained employee records.
- Developed and implemented strategic initiatives to enhance operational efficiency and drive business growth.
- Streamlined healthcare processes for increased efficiency and better patient outcomes.
Client Care Coordinator
Visiting Angels
04.2023 - 01.2024
- Monitor time sheet logs daily, making appropriate corrections to the system to facilitate accurate processing of payroll and billing.
- Supports the operation of office functions, coordinating services between clients and caregivers, implementing schedules, ensuring adequate staffing, and maintaining continuity of care to best meet the needs of the clients.
- Maintain absolute confidentiality of all information pertaining to clients and caregivers.
- Ability to plan, organize, prioritize, delegate, and accurately complete work activities within specific deadlines while managing interruptions.
- Work independently and proactively with a minimum amount of direction and/or supervision.
- Handled call center operations for Visiting Angels in the Homecare market.
- Developed and executed onboarding programs to ensure successful integration of new hires.
- Implemented marketing strategies to increase brand awareness and generate leads for Visiting Angels in the homecare market.
DME Scheduling Coordinator
Reliable Respiratory
10.2019 - 04.2023
- Assisted with scheduling the delivery, set up, and maintenance of durable medical equipment for patients.
- Implemented a streamlined process for verifying customer demographics, prescriptions, and health insurance coverage to ensure accurate and efficient medical records management.
- Received, recorded, and addressed incoming and outgoing communication via telephone, text, and email.
- Worked with sales team to collaboratively reach targets and exceed personal quotas.
- Educated patients on eligibility and affordability options by offering insightful information.
- Monitoring company inventory to ensure quantity accuracy.
- Identify and resolve technical issues with medical equipment to ensure smooth operation and customer satisfaction.
- Intermediate in Spanish
Customer Service Manager
Walmart
08.2015 - 10.2019
- Managed a large team of customer service representatives, ensuring excellent customer satisfaction.
- Surpassed sales goals through implementation of effective marketing strategies.
- Managed accounting operations; oversaw financial reporting and analysis. Prepared and reviewed financial statements, conducted audits, and ensured compliance with accounting standards.
- Achieved and exceeded customer service targets, resulting in increased customer loyalty and repeat business.
- Collaborated with corporate headquarters to implement company policies and procedures.
- Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Assisted customers in resolving conflicts and addressing concerns.
Education
CERTIFICATE OF COMPLETION -
CORTIVA INSTITUTE/CT CENTER FOR MASAGE THERAPY
05-2018
HIGH SCHOOL DIPLOMA -
ROBERT E. FITCH SENIOR HIGH SCHOOL
06-2015
Skills
- Data Entry
- Medical Terminology
- Office Administration
- Payroll Management
- HIPAA regulations expertise
- Appointment Scheduling
- Effective Conflict Resolution
- Adaptability
- Proficient in Microsoft Office Applications
- Familiar with Brightree, Workday, ADP, & Generations Software
Languages
English
Full Professional
Spanish
Limited Working
Timeline
Case Management Call Center Manager
Medical Service Company
01.2024 - 10.2025
Client Care Coordinator
Visiting Angels
04.2023 - 01.2024
DME Scheduling Coordinator
Reliable Respiratory
10.2019 - 04.2023
Customer Service Manager
Walmart
08.2015 - 10.2019
CERTIFICATE OF COMPLETION -
CORTIVA INSTITUTE/CT CENTER FOR MASAGE THERAPY
HIGH SCHOOL DIPLOMA -
ROBERT E. FITCH SENIOR HIGH SCHOOL