Jezlyn Drombo
Homestead,FL
Summary
I aim to secure a position as a Coordinator in Appeals Management, utilizing my background in psychology and extensive experience in customer service, retail management, and administrative support. I am skilled in customer relations, case resolution, and operational leadership, with a strong focus on communication and problem-solving. I am proficient in relevant software, adaptable, and thrive in collaborative environments, and am committed to providing reliable and precise support in any setting.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Alorica WFH
04.2025 - Current
- Assist in preparing basic and regular reports for educators and students, aiming to enhance opportunities for further education.
- Responded promptly and professionally to customer inquiries, complaints, and requests, consistently meeting or exceeding operational service standards.
- Promoted to Email Specialist in June 2023, where I managed over 100 customer emails daily, addressing complaints, feedback, and suggestions, and directing concerns to the appropriate department when necessary.
- Ensured thorough follow-up with customers, handling cases with care to maintain high satisfaction levels and contribute to continuous service improvement.
Key Holder - Sales Associate
Chiffino Shoes
08.2021 - 03.2022
- Approached customers and assisted by answering inquiries and recommending suitable products.
- Managed inventory, handled cash transactions, and maintained the organization and cleanliness of racks, shelves, and the store to ensure a well-presented and efficient shopping environment.
- Oversaw store operations during opening and closing shifts, ensuring compliance with regional standards and requirements.
- Demonstrated flexibility and commitment by visiting other company locations to support operational needs.
2024 – Denials Follow up Representative
Baptist Health
04.2022 - 2024
- Distinguishes between clinical and technical denials using EOBs, denial letters/payer correspondence, and data mining.
- Knowledgeable in reviewing UB04 and/or HCFA 1500 Forms.
- Reviews timely filing guidelines for the appeals process.
- Contacts payers to negotiate resolutions for technical denials.
- Appeals denials using various methods (appeal letters, medical records, supporting documentation, and on-staff clinicians).
- Evaluates appeal outcomes for next steps (logs recovered funds, supports uphold decisions, or initiates 2nd level appeals).
- Manages assigned account workloads through timely follow-up and accurate record keeping.
Education
Associate of Science - Philosophy
Miami Dade College
Miami, FL01.2024
Skills
- I am bilingual in English and Spanish, allowing me to effectively communicate with a diverse range of clients
- I excel at professionally handling customer interactions, addressing complaints and queries with courtesy and tact, and ensuring they are directed to the appropriate personnel when necessary
- I am skilled in processing reports, managing email communications, overseeing inventory, and handling cash management tasks
- I have experience in providing managerial oversight for retail outlets, including the management of opening and closing procedures and coordinating with teams across multiple store locations
- I am highly adaptable, able to transition between tasks efficiently, and work effectively under time pressure in new organizational settings to produce high-quality work
- I am proficient in using MS Word, MS Outlook, MS Excel, and POS machines
Timeline
Customer Service Representative
Alorica WFH
04.2025 - Current
2024 – Denials Follow up Representative
Baptist Health
04.2022 - 2024
Key Holder - Sales Associate
Chiffino Shoes
08.2021 - 03.2022
Associate of Science - Philosophy
Miami Dade College