Fernanda Hernandez

• Assessed claims to determine validity and appropriateness of coverage according to policy guidelines.
• Conducted research on claim issues, utilizing available resources such as databases and other documentation.
• Interacted with clients via telephone, email, or in person to discuss claim status and provide updates.
• Processed payments for approved claims in a timely manner, adhering to established payment schedules and procedures.
• Resolved customer complaints related to denied or delayed claims in a professional manner.
• Worked closely with external vendors such as third party administrators during resolution process for certain types of claims.
• Determined liability, compensability, and benefits due on each claim.
• Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Gathered customer feedback through surveys and used the data to improve customer service.

• Handled payment processing and provided customers with receipts and proper bills and change.
• Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
• Scheduled and confirmed appointments.
• Answered and directed incoming calls using multi-line telephone system.
• Answered phone calls, provided information to callers and connected callers to appropriate people.
• Answered office phone and emails to schedule appointments, answer questions, and document information.

• Exceeded sales goals and improved profitability by aligning sales strategies and business plans with market trends.
• Maintained professional network of potential clients and business opportunities.
• Created and finalized quotes to complete deals between company, vendors and customers.

•Aided with mobility and independence for disabled individuals and continually monitored safety.

•. Performed housekeeping duties including cleaning and meal preparation

• Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
• Maintained clean and well-organized environment for client happiness and safety.
• Recorded client status progress and challenges in logbooks and reports.
• Liaised between doctors and patients about care plans, progress and changing health conditions.
• Drove clients to shop for groceries, attend doctor appointments and run errands.

• Vacuumed floors and dusted furniture to maintain organized, professional appearance.
• Sanitized kitchen counters, wiped down cabinets and swept and mopped floors.
• Disinfected bathrooms and eliminated mold and soap scum from shower stalls and bathtubs.
• Used proper chemicals and cleaning materials to optimal dilution and cleaned specific surfaces followed client requests.
• Cleaned homes following specific and detailed protocols and requests.
• Performed linen washing, dishwashing, vacuuming, dusting and mopping.
• Washed and dried dishes to maintain clean and orderly kitchen.
• Organized supplies for use based on expected customer needs.

• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Answered inbound calls, chats and emails to facilitate customer service.
• Demonstrated excellent communication skills in resolving product and consumer complaints.