Georgina Rosa
Tampa
Summary
Dynamic bilingual customer service supervisor with proven leadership at Maximus, excelling in conflict resolution and team training. Adept at claims management and process improvement, I foster high-performance teams and enhance customer satisfaction through effective communication and relationship building. Committed to delivering exceptional service and achieving organizational goals. Multilingual customer service professional with advanced linguistic abilities. Demonstrated success in making callers feel comfortable and resolving diverse issues. Excellent communication and multitasking abilities. Multilingual Customer Service Supervisor with background in managing diverse teams, improving customer satisfaction, and driving overall operational improvements. Strengths include problem-solving, conflict resolution, and effective communication skills in multiple languages. Previous roles have resulted in improved customer experience metrics and streamlined internal processes for better efficiency. Accomplished Sales Manager offering high performance leading development and implementation of superior sales strategy. Proven track record of identifying and creating profitable business opportunities, qualifying authentic prospects and cultivating strong partnerships. Demonstrated expertise in team leadership and development. Resourceful Bilingual Customer Service Supervisor known for high productivity and efficient task completion. Specialize in effective communication, conflict resolution, and time management. Excel in leading teams with empathy, adaptability, and problem-solving skills to ensure customer satisfaction and team cohesion.
Overview
22
22
years of professional experience
Work History
Bilingual Customer Service Supervisor
Maximus
01.2019 - 01.2025
- Provide leadership and guidance to Team Members as they complete their daily tasks.
- Use experience working at Maximus and offering valuable insights and direction to their Team Members.
- My job is to establish expectations for Team Members to strive for, including customer service policies, daily quotas or teamwork values.
- I may also be responsible for speaking with one or more Team Members about troubling behaviors or addressing conflicts between Team Members to ensure they maintain their productivity.
Bilingual Customer Service Rep Tier II
Maximus
10.2014 - 01.2019
- Answer incoming calls to provide customer service for Medicare Health Insurance.
- Provide allocation of claim status, payments, reimbursement, and premiums information.
- Handle hospitals, medical and durable medical equipment claims inquiries and concern.
- Compare and enroll beneficiary and medical drugs plans and advantage Rx plans.
- Research procedure code on fee schedule to determine if services are covered.
- Provide information on claims adjudication process for cover and payments guidelines.
- Utilize information systems and keep up with updated information of eligibility, benefits and verification.
- Escalate concern for review and initiate investigations on claims and drug plans.
- Research appeals decision letters from Medicare administrative contractors to interpreters and explain appeal status and decisions.
- Adhere to handling claim concern in a timely manner.
- Comply with privacy and security of the health insurance portability and accountability act regulations.
- Train new employees and review quality majors.
Supervisor
Services First Cleaning
04.2013 - 05.2015
- Responsible for scheduling and coordinating staff.
- Perform specialized services to ensure all areas and equipment is clean.
- Ensure that first class cleaning service is delivered to all areas of the building.
- Review work schedules.
- Supervision of all staff and held responsible for focusing on their performance.
- Set goals for performance and deadlines that comply with the customer and the company’s cleaning plan.
- Organized work flow and ensure that employees understand their duties and delegated tasks.
- Monitor employee productivity and provide constructive feedback and coaching.
CNA- Direct Care Worker- Direct Support Professional
Quest Inc.
01.2012 - 04.2013
- Provide care for disabled people with understanding of their special needs.
- Conducted one on one counseling with patients.
- Provide recreational activities.
- Assisted patients in performing daily activities such as bathing, eating, dressing, etc.
- Provide health care for clients and patients at home, hospital and group homes.
- Record vital signs, including blood pressure, pulse, temperature and respirations rate under the directions of nurses and doctors.
Owner
Rainbow kids day care
01.2008 - 01.2012
- Job duties at Rainbow Child Day Care Centers generally involve supervising and caring for children, implementing educational activities, maintaining a safe and clean environment, communicating with parents, and performing administrative tasks like record-keeping and light food prep.
- Key Responsibilities:
- Child Supervision & Care:
- Ensure the safety of children at all times.
- Supervise playtime and various activities.
- Provide basic care, including feeding and potentially changing diapers for younger children.
- Assist with nap and snack times.
- Education & Development:
- Employ various educational techniques to encourage learning and growth.
- Guide children in developing practical and artistic skills.
- Organize and lead age-appropriate activities.
- Track children's progress and provide reports to parents.
- Environment & Operations:
- Create and maintain a clean, safe, and nurturing classroom environment.
- Perform light cleaning and tidying.
- Light food preparation.
- Communication:
- Communicate regularly and collaborate with parents about their child's progress.
- Report any suspicions of child abuse immediately to the director.
- Administrative Tasks:
- Maintain accurate children's files, including medical records and intake paperwork.
- Maintain attendance logs and update information as needed.
Direct Care Worker- Supervisor Counseling
New York Foundling Inc
01.2007 - 12.2008
- Help and support to patients who are not able to look out for themselves.
- Administer medications, perform meal preparation and document daily progress of patient activity.
- Supervise a team of certified nurse assistant staff.
- Manage and organize working schedules.
- Work with a direct care team to plan and coordinate high customer services standards.
Phlebotomist
Juan Pilarte Clinic
01.2003 - 01.2007
- Certified Phlebotomist.
- Responsible for drawing blood from patients, interviewing and preparing patients for blood draws.
- Perform duties and tasks in a courteous and timely manner.
- Responsible for patient intake.
- In charge of filing and organizing patient paperwork and insurance payment processing.
- Looking up authorization codes for billing and coding purposes.
Education
High School Diploma -
William Taff High School
The Bronx, NY01.1997
Skills
- Microsoft Office
- MS Word
- Outlook
- Excel
- Access database
- Typing speed is 27 WPM
- English
- Spanish
- Customer service
- Conflict resolution
- Claims management
- Bilingual communication
- Relationship building
- Staff training
- Team leadership
- Performance evaluation
- Process improvement
- Scheduling coordination
- Quality assurance
- Regulatory compliance
- Critical thinking
- Active listening
- Time management
- Call center experience
- CRM software
- Telephone skills
- Cross-cultural awareness
- Email etiquette
- Bilingual proficiency
- Task delegation
- Workflow management
- Problem-solving
- Verbal and written communication
- Call management
- Eligibility determination
- Product knowledge
- Payment processing
- Telephone etiquette
- Empathy and patience
- Customer needs assessment
- Database maintenance
- Records review
- Document translation
- Simultaneous interpretation
- Technical troubleshooting
- CRM systems
- Tele sales
- Claims evaluation
- [Language] translation
- Script adherence
- Client relationship management
- Call center operations
- Issue research
- Multitasking and organization
- Database research
- Customer support
- Database management
- Strong interpersonal skills
- Stress management
- Flexibility and adaptability
- Refund processing
- Sales promotion
Phone Numbers
656-242-0500, 813-280-7525
Training Certificates
- Introduction to developmental disabilities in Health and Safety
- Zero Tolerance
- SCIP
- CPR
- First Aid
- AMAP
- HIPPA Training
- HHA
- Phlebotomy
- HIV/Aids Training
- Strategies for Crisis and Intervention
- Prevention
References
References available upon request.
Timeline
Bilingual Customer Service Supervisor
Maximus
01.2019 - 01.2025
Bilingual Customer Service Rep Tier II
Maximus
10.2014 - 01.2019
Supervisor
Services First Cleaning
04.2013 - 05.2015
CNA- Direct Care Worker- Direct Support Professional
Quest Inc.
01.2012 - 04.2013
Owner
Rainbow kids day care
01.2008 - 01.2012
Direct Care Worker- Supervisor Counseling
New York Foundling Inc
01.2007 - 12.2008
Phlebotomist
Juan Pilarte Clinic
01.2003 - 01.2007
High School Diploma -
William Taff High School
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