Esther Diaz
Miami,FL
Summary
Skilled professional with experience in collections, sales, and customer service. Exceptional interpersonal and problem-solving skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Patient Financial Services
Baptist Health South Florida
Miami, Florida
01.2022 - Current
- Assist callers in a high volume call center, promoting high satisfaction by resolving issues with knowledgeable service and first call resolution.
- File claims, verify insurance eligibility, and identify billing discrepancies.
- Review claims to ensure accuracy of coding and patient responsibility.
- Communicated effectively with patients, family members, insurance providers, and attorneys.
- Collaborated with claims department to ensure proper processing of claims and expedited insurance payments.
- Prioritized tasks efficiently to accomplish department goals and deadlines.
Billing Agent/Billing Supervisor
Southern Warehouse & Cartage
Miami, Florida
05.2021 - 09.2021
- Facilitated daily communication with terminal managers and dispatchers for driver settlements and payroll.
- Processed driver proof of deliveries while verifying port documentation.
- Managed customer billing for freight movement through ports.
- Resolved customer disputes and inquiries promptly.
- Supervised billing department to ensure accuracy and adherence to deadlines.
Sales Training Director- Independent Contractor
Swiftbooks
01.2021 - 02.2021
- Developed sales training program for new employees lasting two to four weeks.
- Conducted assessments of staff performance and identified areas of improvement.
- Facilitated career development of team members through performance feedback and job coaching.
- Assisted with onboarding new employees by conducting orientation and company-wide or job-specific training.
Insurance Agent
Assurant
06.2019 - 01.2021
- Managed high-volume call center inquiries to ensure prompt response and resolution.
- Sold renters, manufactured home, and classic car insurance policies to meet diverse client needs.
- Collaborated with team and underwriters to facilitate customer approvals efficiently.
- Assisted clients in selecting appropriate insurance coverage options.
- Educated customers about policy details and benefits.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Participated in continuing education courses to stay current on industry trends and changes in regulations.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
Safety Manager
Scs Logistics Llc
Miami, Florida
06.2015 - 05.2019
- Oversaw Department of Transportation compliance and audits to ensure regulatory adherence.
- Developed and delivered training sessions for drivers, enhancing safety awareness.
- Established company policies and guidelines to promote operational consistency.
- Created and maintained driver qualification files for record accuracy.
- Managed pre-employment and random quarterly drug testing processes.
- Communicated with insurance provider to open claims for on the road accidents and damage to freight.
- Handled DMV transactions for new license plates and renewals, ensuring timely updates.
- Administered quarterly fuel tax processing for the company and owner operators.
- Conducted regular safety audits to identify hazards and compliance issues.
- Investigated accidents to identify causes and prevent future incidences.
- Maintained accurate records of safety inspections and training sessions.
Sales Associate and Sales Manager
AT&T
Miami , FL
09.2003 - 06.2015
- Recommended and sold telecommunications products through customer consultations.
- Processed service order requests for installation, removal, or changes of telecommunication services.
- Trained new Sales Associates to enhance team performance.
- Facilitated peer support as on-floor Team Lead, assisting with work orders and customer escalations.
- Coached Sales Managers and Agents as Branch Sales Coach for Business Department.
- Conducted quality assurance by observing recorded calls and providing coaching on agent performance.
- Worked with fellow sales team members to achieve group targets.
- Built and maintained relationships with peers and upper management to drive team success.
- Developed promotional strategies to increase sales volume.
- Attended weekly team meetings to review performance goals and objectives.
- Adapted sales strategies based on customer interactions and feedback to improve results.
- Analyzed sales data to identify trends and adjust sales strategies accordingly.
- Led team meetings to enhance communication and align sales goals.
- Trained staff on product knowledge and effective selling techniques.
Education
Miami Coral Park Senior High
06-1999
Skills
- Bilingual in English and Spanish
- Management and training
- Sales and customer service
- Billing and collections
- Microsoft Office, CRM, Revcycle and Soarian proficiency
Certification
Notary Public
References
Available upon request.
Languages
English and Spanish
Timeline
Patient Financial Services
Baptist Health South Florida
01.2022 - Current
Billing Agent/Billing Supervisor
Southern Warehouse & Cartage
05.2021 - 09.2021
Sales Training Director- Independent Contractor
Swiftbooks
01.2021 - 02.2021
Insurance Agent
Assurant
06.2019 - 01.2021
Safety Manager
Scs Logistics Llc
06.2015 - 05.2019
Sales Associate and Sales Manager
AT&T
09.2003 - 06.2015
Miami Coral Park Senior High