Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Customer Service and working in 24/7 uptime environment.
Overview
10
10
years of professional experience
Work History
Support Specialist I- Data Collection Agent
Toshiba Business Solutions
06.2023 - 04.2024
Work with internal and external clients remotely to ensure the prompt and accurate collection of device data for meter billing and auto toner replenishment.
Resolve problems related to networking systems, technical support for multifunction printers, and network security and protocols. May have to troubleshoot, install and uninstall application.
Advise clients on possible solutions as required. Escalate problems that are not resolved according to department escalation process.
Communicate with other departments and groups regarding current issues and solutions. Escalate unresolved problems as needed and work with TABS Technical Service to resolve.
Maintain knowledge of current data tool technology through reading and training. Complete required Company training as assigned in a timely fashion.
Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
Care Manager
IQVIA
12.2022 - 05.2023
Demonstrate analytic and problem solving skills and understanding the impact of individual decisions on other parts of the organization and the environment.
Developed strong rapport with patients and families through empathetic listening and compassionate communication techniques.
Verify patients pharmacy benefits and eligibility for a specific drug medication.
Perform related duties as assigned, which includes well define services generally performed by other programs representatives (benefit verification, Patient Assistance Program determination).
Participated in team meetings and trainings to stay updated on best practices and new developments in care management.
Provide verbal, written and presentation skills to communicate the companies mission, vision, values and priorities to diverse audience.
Required to be self-motivated, working from queues (phone or system). Perform work in accordance with defined standard operating procedures.
Collaborated with insurance providers to secure authorization for necessary services, maximizing patients'' benefits coverage.
Evaluated program effectiveness using quality indicators such as patient satisfaction surveys and outcome measures data analysis results.
Patient Access Specialist
Lash Group
03.2020 - 05.2022
Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
Provided exceptional customer service, addressing patient concerns promptly and professionally.
Provided advance services to patient, providers, caregivers and pharmacy.
Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
Collaborated with clinical staff to ensure seamless coordination of care for patients.
Perform related duties as assigned, which included well define services generally performed by other program representatives (benefit verification, Patient Assistant Program determination).
Managed high call volume while maintaining a professional demeanor, ensuring accurate communication of information.
Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
Process medication and supply order request for patients.
Participated in ongoing training programs to stay current with industry trends and best practices in patient access services.
Benefit Verification Specialist
Lash Group
08.2019 - 03.2020
Improved patient satisfaction by accurately verifying benefits and providing timely responses to inquiries.
Streamlined pre-service financial clearance processes, expediting access to care for patients in need of urgent medical intervention.
Conducted regular audits of completed work to maintain quality control standards within the department continuously improving overall performance levels.
Contributed to departmental goals by consistently meeting or exceeding performance metrics related to benefit verification accuracy and turnaround time.
Built strong relationships with insurance representatives, fostering effective communication channels for resolving complex issues.
Maintained up-to-date knowledge of insurance regulations, enabling accurate benefit verifications for various plans.
Customer Service Representative
Iqor
02.2019 - 08.2019
Handled customer inquiries and suggestions courteously and professionally.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Answered constant flow of customer calls with minimal wait times.
Updated account information to maintain customer records. Processing move in and move outs.
Verifying SSN for services, processing payments and creating installment plans for customers.
Processed customer service orders promptly to increase customer satisfaction.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Accounts Receivable/Accounts Payable Specialist
Walmart
05.2018 - 02.2019
Collaborated with cross-functional teams to streamline accounting procedures, improving overall operational efficiency.
Supported annual audit preparations by gathering relevant documentation and assisting external auditors as needed.
Managed/Reduced discrepancies in vendor invoicing by closely monitoring purchase orders and communicating with suppliers.
Assisted in training new team members on company policies, procedures, software applications related to accounts receivable/accounts payable functions.
Reviewed vendor invoices for appropriate documentation and reconcile with stores receiving invoice.
Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
Accounts Payable Specialist
Walmart
10.2016 - 05.2018
Ensured timely payments for all invoices, maintaining strong relationships with vendors and suppliers.
Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
Reduced invoice processing time with accurate data entry and timely vendor communication.
Reached out to vendors and customers to verify information and follow up on client issues.
Maintained compliance with internal controls and external regulations related to accounts payable processes.
Collaborated with procurement team to resolve discrepancies between purchase orders and invoices received.
Assisted in the preparation of yearly financial statements by providing accurate accounts payable information.
Trained junior staff members in accounts payable procedures, increasing overall department efficiency.
Stock Manager
Forever 21
05.2014 - 10.2016
Maintained neat and organized backroom to easily access merchandise and drive sales.
Labeled, organized and located inventory items in staging areas or on shelves according to quantity, size, or type of material.
Streamlined the stock ordering process with accurate forecasting and timely communication with suppliers.
Set up displays of merchandise to market new products to customers.
Enhanced overall efficiency by training employees in proper handling techniques and warehouse best practices.
Collaborated closely with sales teams to ensure adequate stock levels based on customer demands and seasonal trends.
Implemented effective stock rotation strategies to minimize waste and maintain product freshness.
Censor-tagged merchandise to help deter theft and maximize sales of merchandise.
Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
Communicate daily goals and priorities to Associates, redirecting activities as needed to achieve productivity standards. Monitoring daily payroll planners, adjusting schedules accordingly and completing register audits.
Verify stockroom and stockroom activities meet safety requirements which consists of reporting any employee accidents.
Education
High School Diploma -
Olympic High School
Charlotte, NC
05.2014
Skills
Remote Support
Support Services
Customer Relationship Management
Training and coaching
Activity Planning
Escalation Handling
Data Collection
Knowledge management
Data Compiling
Call Management
Customer Service
Problem-Solving
Teamwork and Collaboration
Organizational Skills
Attention to Detail
Highly Professional
Analytical and Methodical
Customer Communication and Empathy
Timeline
Support Specialist I- Data Collection Agent
Toshiba Business Solutions
06.2023 - 04.2024
Care Manager
IQVIA
12.2022 - 05.2023
Patient Access Specialist
Lash Group
03.2020 - 05.2022
Benefit Verification Specialist
Lash Group
08.2019 - 03.2020
Customer Service Representative
Iqor
02.2019 - 08.2019
Accounts Receivable/Accounts Payable Specialist
Walmart
05.2018 - 02.2019
Accounts Payable Specialist
Walmart
10.2016 - 05.2018
Stock Manager
Forever 21
05.2014 - 10.2016
High School Diploma -
Olympic High School
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