Ingrid Sandoval
East Windsor,NJ
Summary
Bilingual customer service representative with a focus on claims processing and customer support. Experienced in data analysis for precise eligibility determinations and effective discrepancy resolution. Demonstrated success in improving client satisfaction through prompt issue resolution and careful data management. Proficient in optimizing processes and maintaining compliance in dynamic environments.
Overview
8
8
years of professional experience
Work History
Bilingual Consultant (Contract)
NJ Department of Labor
Trenton, USA
09.2025 - Current
- Respond to high-volume inbound calls from the public regarding Temporary Disability Insurance (TDI) and Family Leave Insurance (FLI) claims, ensuring timely and professional service.
- Gather, review, and verify claimant information, including employment history, medical details, and supporting documentation, to support claims processing.
- Conducted initial investigations of claims by identifying and resolving missing or inconsistent information.
- Utilized case management systems and web-based platforms to maintain accurate claim records and ensure data integrity.
- Initiate referrals and coordinate with internal departments to resolve complex claim issues.
- Guided claimants on application procedures and documentation for claims.
- Maintain strict confidentiality when handling sensitive personal, financial, and medical information.
- Guided claimants on application procedures and required documentation to facilitate claims processing.
Bilingual Engagement Center Support Specialist
Syneos Health
Newtown, USA
12.2024 - 06.2025
- Managed high-volume inbound and outbound calls related to healthcare products, insurance inquiries, and case support.
- Assisted clients with inquiries, ensuring prompt and accurate responses.
- Investigated complaints and service issues, identifying root causes and implementing effective resolutions.
- Maintained accurate and detailed documentation in Salesforce CRM, ensuring compliance with company and regulatory standards.
- Escalated complex or unresolved cases to appropriate departments for further investigation.
- Followed structured workflows and guidelines to ensure consistency in case handling and documentation.
- Monitored case progress and followed up to ensure timely resolutions and client satisfaction.
Administrative Assistant V (Bilingual)
NJ Department of Human Services - Division of Aging Services
Mercerville, USA
01.2024 - 09.2024
- Reviewed, processed, and evaluated applications for public assistance programs, including Medicare Savings Programs.
- Analyzed applicant financial, household, and personal data to determine eligibility based on program criteria.
- Investigated discrepancies and inconsistencies in applications and supporting materials to ensure accurate eligibility determinations.
- Investigated discrepancies in applications and supporting materials, ensuring accurate eligibility determinations.
- Communicated with applicants to collect missing information, facilitating timely completion of eligibility reviews.
- Clarified program rules and eligibility criteria while professionally conveying determination outcomes to applicants.
- Ensured compliance with state and federal regulations, policies, and confidentiality requirements.
Administrative Assistant II
Abbott Laboratories (Contract)
Princeton, USA
09.2023 - 12.2023
- Investigated customer complaints and product-related issues, gathering and analyzing relevant information to facilitate resolution.
- Coordinated with internal teams to resolve technical and compliance-related issues.
- Investigated customer complaints and product-related issues by gathering and analyzing relevant information.
- Coordinated with internal teams to resolve technical and compliance-related issues, ensuring alignment and timely solutions.
- Maintained organized documentation, ensuring accuracy of records to support efficient case management.
Bilingual Night Support Specialist
RAINN
, Remote
11.2022 - 09.2023
- Handled high-volume inbound calls and chats, collecting crucial information from individuals in crisis to facilitate timely support.
- Performed real-time assessments and evaluations of situations, applying established guidelines and protocols to ensure effective intervention.
- Provided appropriate referrals and resources based on assessed needs.
- Documented all interactions thoroughly and accurately in case management systems.
- Delivered tailored referrals and resources based on comprehensive needs assessments to assist individuals in crisis.
Administrative Assistant
ACME Medical Corp
06.2018 - 01.2023
- Processed and reviewed insurance and Medicare-related claims information to ensure accuracy and completeness, supporting timely reimbursements.
- Verified documentation and resolved discrepancies in billing and claims processing, enhancing overall claim resolution efficiency.
- Maintained confidential patient and financial records in compliance with HIPAA and regulatory standards.
- Responded to inquiries regarding claims, billing, and insurance coverage, providing clear guidance to patients and improving customer satisfaction.
- Supported administrative and clerical functions related to claims documentation and recordkeeping.
Education
High School Diploma -
Hightstown High School
Hightstown, NJ01-2008
Skills
- Customer service and support
- Claims management and processing
- Bilingual communication
- Data analysis and interpretation
- Eligibility review and determination
- Application verification
- High-volume call center operations
- Case documentation and management
- Policy compliance and interpretation
- Information review
- Public assistance support
- Conflict resolution and problem solving
- Attention to detail
- Salesforce CMS systems
- Microsoft Office Suite (Excel, Word, Outlook)
- Data entry (60 WPM)
Timeline
Bilingual Consultant (Contract)
NJ Department of Labor
09.2025 - Current
Bilingual Engagement Center Support Specialist
Syneos Health
12.2024 - 06.2025
Administrative Assistant V (Bilingual)
NJ Department of Human Services - Division of Aging Services
01.2024 - 09.2024
Administrative Assistant II
Abbott Laboratories (Contract)
09.2023 - 12.2023
Bilingual Night Support Specialist
RAINN
11.2022 - 09.2023
Administrative Assistant
ACME Medical Corp
06.2018 - 01.2023
High School Diploma -
Hightstown High School