Fanny Maya
Sunrise,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
25
25
years of professional experience
Work History
Cashier Team Lead
Bed, Bath & Beyond
Sunrise, FL
04.2022 - Current
- Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
- Communicated with customers and team members to solve problems.
- Operated POS cash register and equipment to collect payments.
- Supervised cashiers to boost customer service levels, check accurate balance for transactions, and promote smooth operations.
- Helped customers complete purchases, locate items and join reward programs.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Researched issues to obtain appropriate answers to customer inquiries.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Medical Claims Processor
EverCare, Inc.
Newburgh, NY
07.2015 - Current
- Correctly coded and billed medical claims for various hospital and nursing facilities.
- Precisely completed appropriate claims paperwork, documentation and system entry.
- Assisted in maintenance of medical charts and/or electronic medical record (filing, Op Reports, test results, home care forms).
- Meticulously identified and rectified inconsistencies, deficiencies and discrepancies in medical documentation.
- Interacted with providers and other medical professionals regarding billing and documentation policies, procedures and regulations.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology and procedures and HIPAA regulations.
- Managed large volume of medical claims on daily basis.
- Paid or denied medical claims based upon established claims processing criteria.
- Reviewed provider coding information to report services and verify correctness.
- Checked documentation for accuracy and validity on updated systems.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
Call Center Representative
Integrated Regional Laboratories
Fort Lauderdale, FL
03.2019 - 05.2021
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls using call center's database.
- Responded to provider calls and emails to answer questions about services.
Billing/ Payroll Manager
Personal Touch Home Care of Westchester
White Plains, NY
04.2014 - 04.2015
- Assumed ownership of accounting, forecasting and strategic supply planning.
- Oversaw private and MCR billing, payroll, AP, and AR and verified that proper procedures were followed.
- Developed and achieved financial and growth goals.
- Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork.
- Cooperated and communicated effectively with insurance companies to ensure client satisfaction and compliance with set standards.
- Managed and directed fiscal operations, including planning budgets, authorizing expenditures, accounting, establishing service rates and coordinating financial reporting.
Home Health Aide Coordinator
Personal Touch Home Care of Westchester
White Plains, NY
01.2011 - 04.2014
- Routinely collaborated with department managers to correct problems and improve services.
- Supervised and managed daily activities of home health aides.
- Investigated, provided and submitted information to Quality Department about special incidents, events and complaints.
- Effectively served as primary liaison for Home Health Aides and clients.
- Assisted in resolving and satisfying client requests and internal operational issues.
Customer Care Rep III
Empire Blue Cross Blue Shield
Middletown, NY
11.2006 - 01.2011
- Addressed and resolved customer product complaints empathetically and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Accurately documented, researched and resolved customer service issues.
- Referred unresolved customer grievances to designated departments for further investigation.
- Responded to customer needs through competent customer service and prompt problem-solving.
Co-Sales Manager
The Children's Place
Central Valley, NY
09.2000 - 05.2007
- Interviewed job candidates and made staffing decisions.
- Managed staff of 35-50 sales associates,2 team leaders and 2 assistant managers.
- Understood business reporting and insights to troubleshoot and follow-up on opportunity areas.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
Education
High School Diploma -
Chester High School
Chester, NY06.1999
Skills
- Efficient multi-tasker
- Exceptional communication skills
- Strong client relations
- Bilingual (Spanish)
- HIPAA compliance
- Spreadsheet management
- MS Windows proficient
- Accounts payable specialist
Languages
Spanish
Native or Bilingual
Additional Information
Engagement committee leader
Safety team leader
Timeline
Cashier Team Lead
Bed, Bath & Beyond
04.2022 - Current
Call Center Representative
Integrated Regional Laboratories
03.2019 - 05.2021
Medical Claims Processor
EverCare, Inc.
07.2015 - Current
Billing/ Payroll Manager
Personal Touch Home Care of Westchester
04.2014 - 04.2015
Home Health Aide Coordinator
Personal Touch Home Care of Westchester
01.2011 - 04.2014
Customer Care Rep III
Empire Blue Cross Blue Shield
11.2006 - 01.2011
Co-Sales Manager
The Children's Place
09.2000 - 05.2007
High School Diploma -
Chester High School
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