GENESIS HEREDIA
Hartford,CT
Summary
- Excellent interpersonal and communication skills; bilingual (English and Spanish)
- Ability to stay organized while working in a fast-paced environment; high sense of diligence; and capability to multitask effectively.
- Strong computer abilities and familiarity with a wide range of web and software programs, including Skyline, Word, Excel, Power Point, and NEEDLES-Case Management and Epic.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Call Center Representative, Tier 1
A.R.MAZZOTTA
Hartford, CT
11.2023 - 07.2024
- Community Health Network’s Call Center Representative Tier 1 is responsible for answering member /provider questions via telephone, written or electronic media on specified lines of business as assigned, documenting inquiries, grievances, providing accurate and timely information to callers regarding benefit and network information and
all other issues as indicated. Answer incoming inquiries from members and providers, ensuring high level service and productivity; consistently adheres to all privacy and security standards in verifying caller’s ID and ability to share PHI; verifies member eligibility and/or provider participation using appropriate data sources; responds accurately and appropriately to member and provider inquiries using appropriate resources; consistently treats members and providers with courtesy and respect as evidenced by review of written documentation, call monitoring and satisfaction survey results; is able to adhere to attendance and productivity standards;
resolves routine member/provider concerns received through any media; appropriately escalates complex cases/issues to more senior reps. or management; utilizes language line services when needed; and makes outbound calls or call backs as assigned. Documentation is clear/concise stating caller concern, actions taken, next
steps/disposition of call.
AMAZON FULFILLMENT CENTER WAREHOUSE ASSOCIATE
AMAZON
WINDSOR, CT
02.2023 - 11.2023
- Labeled containers correctly for product identification purposes. Handled hazardous materials safely following prescribed regulations. Crossed trained on induct, ribin, problem solve, pack & inbound. Received and processed incoming shipments, verifying accuracy of items against purchase orders. Organized warehouse space by rearranging products on shelves, racks, and bins according to size, weight, type, and other specifications. Constrained in different departments.
BUSINESS SERVICES REPRESENTATIVE - HEART & VASCULAR SPECIALISTS
HEART & VASCULAR SPECIALISTS
HARTFORD, CT
02.2022 - 09.2022
- Responding too significant number of calls, scheduling or changing doctor's appointments and/or diagnostic tests, coordinating patient care with other providers, registering new patients, and making sure drug samples are prepared with the correct patient information. Plan your stress echocardiograms, nuclear stress testing, and exercise stress tests. Any kind of stress test can be carried out in a doctor's office, outpatient facility, or hospital. Performed administrative tasks such as filing documents, preparing invoices, and printing materials.
RECEPTIONIST/ HAIRSALON ASSISTANT
FRANCISMARIESALON
DORADO, PR
10.2019 - 01.2022
- Responding too significant number of calls, scheduling or changing appointments as needed. Provide support for all the stylists by helping with whatever is needed such as welcoming clients, hanging coats, getting beverages. In addition, handle customer inquiries, comments, and complaints in a professional and courteous manner. Manage the front desk computer and all its functions. Support ongoing communication with the salon staff to ensure the correct routing of customers and the correct services are being performed. Perform salon assistant duties such as shampooing clients, doing laundry, and various salon cleaning.
OUTBOUND COORDINATOR
CENTAURI HEALTH SOLUTIONS
WINTER PARK, FL
05.2017 - 09.2019
- Manage a high volume of outbound phone calls, document communication in the system, follow up with outstanding past due request, submit document request and scheduling of document exchange, contact physicians' offices, hospitals, and other healthcare professionals' facilities to request to schedule appointments along with medical records. Backup receptionist when needed, managed receptionist area, including greeting visitors and corporate staff- assist with office needs including ordering supplies, food etc.- calling and overseeing repairs, plan and organize office events as needed.
ADCOMM, BILINGUAL CUSTOMER SERVICE REPRESENTATIVE & SALES
ADCOMM
ALTAMONTE SPRINGS, FL
09.2015 - 05.2017
- Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services. Provide order entry support for field sales representatives selling video and broadband services in retail stores (walmart, costco, sam's club, etc.) determine customer eligibility for product offers and promotions. Provide information about video and broadband products and services. Determine charges for selected products/services and process payments. Assist field sales reps in scheduling installation appointments. escalate customer or field sales rep calls to supervisors as needed. Consistently meet or exceed established call center goals (kpi's). remain up to date on all products and services provided or supported by adcomm and its businesses. Understand and adhere to adcomm's mission and vision. cross trained for centurylink, directv, solar system, at&t and commercial.
Education
Associate of Science - Business Administration Human Resource Management
VALENCIA COLLEGE
Winter Park, FL12.2021
Certification
- Business Specialist
- Business Operation
- Business Management and Operation Support and Service
- CPR
- Phlebotomy Tech
- Ekg Tech
Timeline
Call Center Representative, Tier 1
A.R.MAZZOTTA
11.2023 - 07.2024
AMAZON FULFILLMENT CENTER WAREHOUSE ASSOCIATE
AMAZON
02.2023 - 11.2023
BUSINESS SERVICES REPRESENTATIVE - HEART & VASCULAR SPECIALISTS
HEART & VASCULAR SPECIALISTS
02.2022 - 09.2022
RECEPTIONIST/ HAIRSALON ASSISTANT
FRANCISMARIESALON
10.2019 - 01.2022
OUTBOUND COORDINATOR
CENTAURI HEALTH SOLUTIONS
05.2017 - 09.2019
ADCOMM, BILINGUAL CUSTOMER SERVICE REPRESENTATIVE & SALES
ADCOMM
09.2015 - 05.2017
Associate of Science - Business Administration Human Resource Management
VALENCIA COLLEGE
- Business Specialist
- Business Operation
- Business Management and Operation Support and Service
- CPR
- Phlebotomy Tech
- Ekg Tech
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