Imelda Aleman
El Paso,TX
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
31
31
years of professional experience
Work History
Remote Bilingual Claims Specialist
HGS - Hinduja Global Solutions
El Paso
11.2024 - Current
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills..
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Completed intake assessment forms and filed clients' charts.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
- Ensured client confidentiality by adhering to strict privacy policies when handling sensitive information during the intake process.
- Maintained accurate, up-to-date client records for reliable reference and communications.
- Reduced errors in documentation through diligent proofreading before submission, maintaining high standards of quality control throughout the entire intake process.
- Educated clients about available resources within the organization, empowering them to make informed decisions regarding their care options.
Care Provider
La Familia Home Health
El Paso, TX
04.2007 - 06.2016
- Administered daily personal care and assistance to clients, enhancing overall quality of life.
- Collaborated with healthcare professionals to develop personalized care plans for diverse client needs.
- Monitored and documented client health status, ensuring accurate records for ongoing assessments.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Helped with home management tasks, meal preparation, grocery shopping, and routine cleaning.
- Organized medication and provided reminders according to schedule.
- Reduced patient anxiety and stress through effective communication and active listening skills.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Managed challenging patient behaviors effectively by utilizing de-escalation techniques and maintaining professional composure.
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
Secondary Billing Clerk (externship)
Dora-Vázquez Eye Center
El Paso, TX
10.2008 - 11.2008
- Managed patient billing inquiries, providing timely resolutions and enhancing customer satisfaction.
- Utilized electronic health record systems to maintain detailed patient account information.
- Collaborated with healthcare providers to ensure accurate coding for services rendered.
Technical Support Specialist
Redcoats USA
El Paso, TX
03.2006 - 04.2007
- Prepared sales contracts obtained
- submit orders for processing
- Resolved customer inquiries through effective communication and problem-solving strategies.
- Managed high-volume incoming calls, ensuring timely response and resolution of issues.
- Collaborated with cross-functional teams to enhance customer service processes and initiatives.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Customer Service Representative
Telerx
El Paso, TX
11.2004 - 03.2005
- Resolved customer inquiries efficiently, enhancing overall satisfaction rates.
- Provided product information and troubleshooting support via multiple communication channels.
- Managed order processing and tracking to ensure timely delivery for customers.
- Collaborated with team members to improve service protocols and customer engagement strategies.
Customer Service Representative
Comdata
El Paso, TX
10.2001 - 08.2003
- Delivered exceptional bilingual support to diverse customer inquiries across multiple channels.
- Resolved complex issues by utilizing advanced problem-solving techniques and customer relationship management systems.
- Collaborated with cross-functional teams to ensure alignment in service delivery and customer satisfaction initiatives.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
Operator
GC Services
El Paso, TX
10.2000 - 04.2001
- Monitored automated systems for placing collect calls
- intervene for callers needing assistance
- Operated contact center technology to manage high-volume customer interactions efficiently.
- Resolved customer inquiries through effective communication and problem-solving techniques.
Cashier
Chevron
El Paso, TX
01.1997 - 04.1999
- Processed customer transactions efficiently using point-of-sale systems.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Maintained accurate cash drawer, ensuring balanced financial records at end of shifts.
- Assisted in training new cashiers on operational procedures and customer service standards.
Cashier
Montana Vista Mercado
El Paso, TX
05.1995 - 01.1997
- Monitored inventory levels, facilitating timely restocking of merchandise to meet demand.
- Implemented streamlined checkout procedures, reducing wait times for customers during peak hours.
- Collaborated with team members to enhance store presentation and maintain cleanliness.
- Provided feedback to management on customer trends and preferences to improve service quality.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Education
Certificate of Completiom - Cosmetology
Milan Institute of Cosmetology
El Paso, TX06.2012
High School Diploma -
Mountain View High School
El Paso, TX05.1994
Certificate of Completion - Medical Information Specialists
Computer Career Center
El Paso, TX12.2008
Certificate of Completion - Office Administration
International Business College
El Paso, TX08.2000
Skills
- Claims processing
- Verbal communication
- Active learner and listener
- Fluent in English and Spanish
- Detail Oriented
- Organized and Enthusiastic
- Enjoy fast paced environment
- Able to Prioritize and meet deadlines
- Time management
- Customer service
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Remote Bilingual Claims Specialist
HGS - Hinduja Global Solutions
11.2024 - Current
Secondary Billing Clerk (externship)
Dora-Vázquez Eye Center
10.2008 - 11.2008
Care Provider
La Familia Home Health
04.2007 - 06.2016
Technical Support Specialist
Redcoats USA
03.2006 - 04.2007
Customer Service Representative
Telerx
11.2004 - 03.2005
Customer Service Representative
Comdata
10.2001 - 08.2003
Operator
GC Services
10.2000 - 04.2001
Cashier
Chevron
01.1997 - 04.1999
Cashier
Montana Vista Mercado
05.1995 - 01.1997
Certificate of Completiom - Cosmetology
Milan Institute of Cosmetology
High School Diploma -
Mountain View High School
Certificate of Completion - Medical Information Specialists
Computer Career Center
Certificate of Completion - Office Administration
International Business College