Esmeralda Diaz
Miramar
Summary
Results-driven operations and client relations professional with experience in partnership management, business operations, executive reporting, CRM administration, and process development. Proven ability to build strong professional relationships, improve workflows, analyze data, and manage projects in fast-paced environments. Recognized for taking initiative, solving problems, and collaborating across teams to support organizational growth and operational efficiency.
Overview
8
8
years of professional experience
Work History
Referral Partnerships Coordinator
Your Insurance Attorney
Coral Gables, FL
05.2021 - Current
- Manage full lifecycle of inbound and outbound referrals, including intake, client contact, case placement, and follow-up.
- Build and maintain relationships with law firms and business partners to strengthen and expand referral networks.
- Create and deliver referral reports and financial tracking summaries for executive leadership.
- Track referral fees, monitor payments, and assist with reconciliation and follow-up on outstanding balances.
- Support client intake by contacting inbound referrals, coordinating consultations, and determining case acceptance or referral.
- Conduct outbound referrals by identifying partner firms, communicating case details, and ensuring smooth case transfer.
- Oversee referral partner onboarding, including welcome calls and CRM setup in Litify.
- Develop and maintain CRM records, workflows, and reporting tools in Litify and Salesforce.
- Assist in building and improving the firm’s referral department structure, workflows, and operational processes.
- Train and support a small team (2–3 employees), ensuring consistency in workflows and communication.
- Maintain ongoing communication with referral partners and provide case updates through portals, email, and phone.
Assistant Store Manager
Dominos's Pizza
Hialeah, FL
03.2018 - 10.2021
- Supervised daily store operations, ensuring efficient workflow, quality service, and policy compliance.
- Trained and supported team members on procedures, customer service, and operational standards.
- Managed high-volume customer orders, calls, and issue resolution in a fast-paced environment.
- Assisted with scheduling, task delegation, and team coordination during shifts.
- Handled cash management, credit card transactions, end-of-day reconciliation, and deposits.
- Monitored inventory levels, completed daily counts, and reported discrepancies.
- Coordinated delivery operations, including driver dispatch and order tracking.
- Supported opening and closing procedures, ensuring store readiness and organization.
Customer Service Representative
Banyan Health Systems
Miami, FL
09.2019 - 05.2021
- Scheduled patient appointments and coordinated follow-ups to support continuity of care.
- Verified insurance eligibility, benefits, and provider participation.
- Managed high-volume phone calls, patient inquiries, and front desk operations.
- Maintained accurate patient records, including demographics, insurance, and registration data.
- Processed patient payments and maintained financial accuracy for cash and card transactions.
- Communicated with patients, providers, and internal departments to coordinate care and scheduling.
- Sent appointment reminders and supported patient retention and attendance.
- Handled scanning, faxing, copying, and organization of medical and administrative documents.
- Ensured HIPAA compliance and maintained confidentiality of all patient information.
Education
Associate of Arts - Business
Miami Dade College
Miami, FLHigh School Diploma -
Miami Springs Senior High School
Miami, FLSkills
- Operations Management
- Project Coordination
- Relationship Management
- Client Services
- Business Development
- Team Leadership & Training
- Process Improvement
- Data Analysis & Reporting
- Customer Relationship Management (CRM)
- Cross-Functional Collaboration
- Strategic Communication
- Problem Solving
- Organization & Time Management
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Customer Service & Conflict Resolution
- Salesforce (Litify CRM)
Accomplishments
- Helped build the firm's Referral Partnerships Department from the ground up by developing workflows, establishing operational processes, and creating scalable systems for referral management.
- Collaborated on the design and customization of the firm's Litify CRM, creating referral workflows, partner records, reporting structures, and case tracking processes that improved operational efficiency.
- Trained new team members on referral procedures and Litify workflows, contributing to the successful growth of the department.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Interests
Nature and outdoor activities, painting, photography, creative design, and exploring artistic projects that encourage creativity and new perspectives
Timeline
Referral Partnerships Coordinator
Your Insurance Attorney
05.2021 - Current
Customer Service Representative
Banyan Health Systems
09.2019 - 05.2021
Assistant Store Manager
Dominos's Pizza
03.2018 - 10.2021
Associate of Arts - Business
Miami Dade College
High School Diploma -
Miami Springs Senior High School