Joaquin Serrano
Atlanta,GA
Summary
The happiness of your life depends on the quality of your thoughts - Marcus Aurelius. I am a student of the world and I seek to learn as much as I can from what life has to offer. Which is why I love traveling, understanding different perspectives, and reading about history. Technology has made it possible that our societies and cultures are more interdependent than ever. Throughout history Finance and Economics connected our world and will continue to do so forever. To achieve growth one will need to save, invest in capital, but the most important thing for growth in a country is the protection of private property. I grew up in Ecuador where I learned to live my life full of love for my family and friends. While also learned how to be brave and embrace the beauty of life regardless of the circumstances. I developed a passion for helping others, for seeking growth and new opportunities, and of course a passion for futbol. I am dedicated to making a difference in the world and I believe that everyone has the potential to grow and succeed.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Bilingual Member Advocate
Businessolver
09.2021 - Current
- Provided professional assistance to hundreds of members by explaining policies, services, and resources effectively in person and on the phone; addressed concerns and mediated solutions efficiently.
- Resolved customer inquiries accurately and thoroughly, documenting call details accordingly
- Ensuring compliance in all areas of processing, completing all transactions timely and accurately
- Exceptional knowledge of healthcare insurance, payment processing, and COBRA rules
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Adhered to HIPAA requirements to safeguard patient confidentiality
- Provided guidance on insurance policies and procedures to members.
- Processed membership applications, renewals, changes, and cancellations.
- Evaluated current processes to identify areas of improvement.
- Worked closely with cross-functional teams to streamline operations.
- Helped patients understand care, coverage and payment responsibilities and rights.
- Decreased after call work by 50%
- Increased customer satisfaction to 95%
- Gathered and analyzed patient information to determine special program eligibility.
- Interfaced with other departments to ensure timely resolution of issues.
- Performed data entry tasks related to membership information updates.
Team Member
Chick-fil-A Restaurants
Alpharetta, GA
06.2020 - 09.2021
- Delivering the best quality of service and ensuring food quality standards are met for every single customer
- Treating co-workers and guests with utmost dignity and respect
- Organized staff during lunch hours to increase sales by 30% and reduce waiting times by 50%
- Proper and accurate handling of money, skills associated with the cash register and payment processing -Assisted and taught new hires how to succeed and meet expectations - Identified customer issues and resolved efficiently and quickly as possible
- Assisted customers with product selection and ordering process.
- Received, processed, and stocked merchandise in accordance with store policies.
- Operated cash registers to process payments from customers.
- Collaborated with team members to maximize productivity and efficiency.
- Managed incoming shipments by verifying accuracy of orders and organizing merchandise accordingly.
- Rotated through series of different stations based on team needs.
- Built and maintained working relationships with peers and upper management.
- Trained new team members using approved training materials and information.
- Upheld high standards of productivity and quality in operations.
Education
BBA - Finance
Georgia State University - J. Mack Robinson College of Business
Atlanta, GA07.2024
Economics
Georgia State University - J. Mack Robinson College of Business
Atlanta07.2024
Skills
- Problem-Solving
- Bilingual Communications
- US Health Insurance Portability and Accountability Act (HIPAA)
- Microsoft Office
- Organization Skills
- Analytical Skills
- Skilled Multi-tasker
- Communication
- Teamwork
- Financial Analysis
- Reporting
- Financial Counseling
- Quality Assurance
- Verbal and Written Communication
- Relationship Building
- Conflict Mediation
- Caseload Management
Certification
- Excel Essential Training, LinkedIn, AcjXLG8ojxFbPkfwAJYq4sr_OchE
- Advanced Formulas and Functions, LinkedIn, Ad05Z-GSyZ56zI_XHyz7u5geWqNK
- Get Started With Tableau, Coursera, U6XZPD4SESEG
- Bloomberg Market Concepts, Bloomberg, FKAvsAsRCbcBBB3ZYXdPV3Ki
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Affiliations
- Robinson College of Business Portfolio Management Group Member Since August 2023
Timeline
Bilingual Member Advocate
Businessolver
09.2021 - Current
Team Member
Chick-fil-A Restaurants
06.2020 - 09.2021
BBA - Finance
Georgia State University - J. Mack Robinson College of Business
Economics
Georgia State University - J. Mack Robinson College of Business
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