Ines M. Aquino Cabrera
Carolina
Summary
Dynamic professional with extensive experience at Medicare y Mucho Mas, excelling in customer service and compliance. Proven ability to train teams and enhance service quality, leveraging bilingual communication and attention to detail. Adept at managing sensitive information and supporting audits, consistently achieving high customer satisfaction.
Overview
20
20
years of professional experience
Work History
Member Services at Regional office
Medicare y Mucho Mas
Carolina
2008.10 - Current
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
- Assist and train new team on the new systems, compliance with HIPPA regulations.
- Providing excellent quality and customer service. Attend and identify possible solutions to customer complaints.
- Quickly and effectively solve customer challenges.
- Compliance Medicare audits at regional office.
- Manage private information.
- Back up to others department.
Research Analyst
American Health Medicare on behalf to Triple S Salud
Guaynabo
2007.01 - 2008.01
- Provide quality customer service at call center
- Retention area
- Provide training for new employees in quality service and new systems.
- Assist in Medicare audits and provide information requested
- Support the sales team to Achieve Their goal
- Preauthorization coordinator
Customer Services Representative & Team Leader
Transcore, Auto Expreso
Guaynabo
2006.01 - 2007.01
- Provide telephone and face-to-face customer service/support within high-volume call center.
- Train new teams in new systems and identify resource needs. Providing a training plan to meet the needs of the resources
- Receive daily payments and apply for it to the correspondent account
- Customer service
- Monthly reports
Education
BBA - Business Administration Major Management
University Ana G Mendez/online Campus
San Juan PR2026-07
Associate of Arts - Business Administration Major Management
University of Puerto Rico
Rio Piedras Campus01.2009
Skills
- Computer literacy in Microsoft Office and WordPerfect
- Bilingual communication in Spanish and English
- Team collaboration
- Attention to detail
- Task orientation
- Quick learning
References
References could be furnished upon request.
Timeline
Member Services at Regional office
Medicare y Mucho Mas
2008.10 - Current
Research Analyst
American Health Medicare on behalf to Triple S Salud
2007.01 - 2008.01
Customer Services Representative & Team Leader
Transcore, Auto Expreso
2006.01 - 2007.01
BBA - Business Administration Major Management
University Ana G Mendez/online Campus
Associate of Arts - Business Administration Major Management
University of Puerto Rico