Estefany Garcia Coronado
Pembroke Pines
Summary
Dynamic Grievance Analyst at Convey Health Solutions with a proven track record in conflict resolution and customer relationship management. Expert in identifying trends to enhance member experiences, while maintaining professionalism and attention to detail. Adept at multitasking in fast-paced environments, ensuring timely and accurate documentation of grievances.
Overview
12
12
years of professional experience
Work History
Grievance Analyst
Convey Health Solutions
Miramar
12.2021 - Current
- Ensured proper documentation and tracking of all OTC member grievances in grievance tracking logs and OTC systems.
- Shared and solved grievances received and grievance logs with client(s) according to timeframe defined in client contract.
- Provided coaching recommendations to operations related to grievances filed or other opportunities for improvement identified during grievance research.
- Maintained integrity and a professional rapport with the clients that report member grievances.
- Identified trends leading to grievances therefore suggesting program or process improvements to improve member experience.
Customer service representative
IRS-MAXIMUS
Miami
04.2021 - 10.2021
- Managed a call volume of over 100+ calls a day, providing accurate and verbatim information in response to customer inquiries and concerns.
- Addressed customer inquiries in a timely matter collecting customer feedback to ensure future satisfaction.
Elections specialist
Miami-Dade elections department
Miami
03.2020 - 11.2020
- Performed a variety of duties and activities related to the administration of elections including analysing, evaluating and processing voter registration and voting documents; maintaining and updating data based on registered voters, addresses, election judges, polling places and signature cure affidavits.
- Directed Quality assurance, conducting internal quality assurance audits, ensuring all employees processed correct data into system.
- Assisted training, ballot preparation and election planning; guaranteeing only eligible residents of Miami-Dade county are able to vote and the results reported are accurately.
- Provided sublime customer service skills to citizens by phone, correspondence and in person.
Front desk receptionist
Supra Security
Miami
01.2019 - 03.2020
- Managed company correspondence including fielding phone calls and responding to emails.
- Prepared documents, uniforms and handled recruiting personnel for guard positions.
- Completed scheduling duties including client appointments, conference calls, company meetings and travel arrangements.
- Monitored inventory of office supplies and tools, ordered new supplies when necessary.
- Provided customer service and support, responded to customer inquiries and resolved customer problems.
Front desk Agent
The Ritz Carlton
Aruba
08.2014 - 10.2018
- Demonstrated expertise in providing friendly, efficient and hospitable service.
- Prepared, organized, secure and maintained all confidential files and audit records through the opera system.
- Reconciled all daily accounting data, both manual and computerized.
- Provided guest services by problem solving, satisfying guest unexpressed wishes & needs, operating phone console, organizing arrival and departure bills and reservations and prepared all month end productions reports, ensuring accuracy of each.
- Coached, motivated, and shadowed new hires to achieve excellent transition period.
Hostess
Marriott International
Aruba
05.2013 - 10.2015
- Managed all operations for a 200+ seating restaurant, maintained strong work relationships/communication with restaurant staff to ensure smooth operations.
- Greeted and served all guests with top notch hospitality and unwavering assistance.
- Operated POS system and rotated accordingly.
Education
AA - Major in Supervision and management
Broward College
01-2027
Skills
- Customer Relationship Management (CRM)
- Conflict Resolution and Problem Solving
- Effective Written and Verbal Communication
- Active Listening and Empathy
- Multitasking in fast-paced environments
- Time Management and Prioritization
- Team Collaboration and Support
- Phone, email, and live chat support
- Microsoft Office Suite and Google Workspace
- Upselling and cross-selling techniques
- Adaptability and flexibility
- Positive attitude and professionalism
- Attention to detail and accuracy in documentation
Websites
Languages
English
Full Professional
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Grievance Analyst
Convey Health Solutions
12.2021 - Current
Customer service representative
IRS-MAXIMUS
04.2021 - 10.2021
Elections specialist
Miami-Dade elections department
03.2020 - 11.2020
Front desk receptionist
Supra Security
01.2019 - 03.2020
Front desk Agent
The Ritz Carlton
08.2014 - 10.2018
Hostess
Marriott International
05.2013 - 10.2015
AA - Major in Supervision and management
Broward College
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