Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

KARELYN C. LOPEZ RODRIGUEZ

Davenport,FL

Summary

I am a People Manager with 10 years of experience doing project management, people leading and establishing new processes and procedures.

My greatest strength is collaborating with other departments to drive efficiency and I have a talent for driving healthy debates and being an agent of change while navigating new goals.

I am passionate about helping others and finding solutions that lead to more efficient ways of doing things and I value working in a fun, inclusive environment where everyone feels that they matter and are treated with kindness and respect.

Currently assisting members receive high-quality care and learning about their benefits. Providing leadership support to Specialty Opinion Coordinators who support our members on the Expert Medical Opinion Service Line.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Bilingual Specialty Opinion Coordinator

Included Health
08.2023 - Current
  • Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Consistently met or exceeded departmental performance metrics related to speed, accuracy, consistency, and completeness in all aspects of the records management function.
  • Implemented and perform Quality Reviews on case and email communication for my team of Specialty Opinion Coordinators and provide feedback as needed to ensure Quality Standards are being met
  • Oversee Customers with Performance Guarantees (PGs) to ensure we are meeting goals/expectations and provide feedback to team members and establish processes when they are not meeting expectations
  • Transformed the Specialty Opinion Coordinator role to ensure seamless member experience
  • Part of the Admin team for our Kudos recognition platform where I developed a guide for Leaders to increase Kudos utilization and established the Member Care Quarterly Awards

Operations Support- Member Care Support (Interim)

Included Health
11.2023 - 03.2024
  • Utilized strong communication skills to effectively convey information to both clients and colleagues.
  • Assisted in the development and maintenance of internal resources, including training materials and documentation guides for support procedures.
  • Developed and implemented a new process for our Member Care Organization to provide access to third-party portals and standardize the requesting, monitoring and maintaining of access.
  • Developed a workflow for Customers that are terminating their contracts to ensure members were aware of the changes
  • Assisted with Customer launch (ZenDesk) by gathering information as asked and attending internal meetings

Bilingual Records Specialist Supervisor

Included Health
06.2022 - 08.2023
  • Entered data, generated reports, and produced tracking documents.
  • Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Gathered and organized materials to support operations.
  • Consistently met or exceeded departmental performance metrics related to speed, accuracy, consistency, and completeness in all aspects of the records management function.
  • Performed Quality Reviews on phone calls and cases for my team of Record Specialists and provide feedback as needed to ensure Quality Standards are being met
  • Implemented Success Plans and Performance Improvement plans as needed for low-performing team members
  • Created data sheets to manage team performance and monitor low and high performers
  • Oversaw the development of the Records Specialist Supervisor and Team Lead Handbooks to standardize the role and collaborated with a team of Leads and Supervisors to have diverse perspectives
  • Created the Bilingual Records Collection process that included multiple stakeholders to ensure we had one standard process for our Bilingual Members
  • Led the Text Expander overhaul project with two Records Specialist Leads to provide better resources for our department
  • Collaborated with the Specialty Opinion Coordinator (SOC) leadership team on member-facing processes to provide tools to the SOC team to deliver a smooth Member experience
  • Oversee Customers with Performance Guarantees (PGs) to ensure we are meeting goals/expectations and provide feedback to team members and establish processes when they are not meeting expectations

Bilingual Care Coordinator Lead

Included Health
05.2021 - 06.2022
  • Performed Quality Reviews on phone calls and cases for our Care Coordinators and provided feedback as needed to ensure Quality Standards are being met
  • Handled escalations from members and patients and provided resolution/service recovery as needed
  • Collaborated with the Customer Success Managers to ensure Customer’s expectations are being met and to create processes to assist our Care Coordinators provide exceptional member service
  • Led Team Meetings to go over company updates and process changes
  • Met with Care Coordinators on a 1:1 basis to provide quality feedback and coach as needed as well as discuss their metrics
  • Collaborated with multiple stakeholders to establish and update processes such as Cost Estimate tool for our Care Coordinators, Coordination of Benefits process for the Walmart populations amongst other
  • Created the Care Coordinator Team Lead Handbook to standardize the role and collaborated with a team of Leads and Supervisors to have diverse perspectives

Guest Experience Manager- Food and Beverage

Walt Disney World Resort
01.2017 - 02.2021
  • Resolved guest complaints promptly, demonstrating exceptional problem-solving skills and commitment to customer satisfaction.
  • Part of the Food & Beverage operation in multiple locations in the Walt Disney World Resort
  • Part of the Opening Team for the new Sports Arena at ESPN Wide World of Sports
  • Oversaw Training and Development to ensure quality standards were met. This included Continual training as well as new hire onboarding at Typhoon Lagoon..
  • Created and maintained the Operational Guide and Training Guide of our Premium Space Attendants at Typhoon Lagoon..
  • Maintained the Training Documents of our Food & Beverage Operation at Typhoon Lagoon.
  • Established the Four Keys Surfer of the Month Recognition
  • Established a Courtesy Recognition Board to motivate our Cast to have interactions with our guests and receive better scores in our Verbatims.
  • Collaborated with the Disney Parks Blog to showcase our food offerings
  • Oversaw updated menus for the Global Price Change; collaborated with F&B partners to ensure correct pricing and signage

Education

Bachelor of Arts - English

University of Puerto Rico - Cayey
Cayey, PR

Skills

  • Customer Service
  • Work Planning and Prioritization
  • Relationship Building
  • MS Office
  • Project Coordination and Support
  • Document Management
  • Presenting Ideas and Plans
  • Process Improvement
  • Staff Management
  • Salesforce
  • Data Reporting
  • Performance Improvement

Certification

  • Hospitality & Tourism Management April 2020 to Present
  • Currently working on the Google Professional Certificate for Project Management

Languages

Spanish
Native or Bilingual

Timeline

Operations Support- Member Care Support (Interim)

Included Health
11.2023 - 03.2024

Bilingual Specialty Opinion Coordinator

Included Health
08.2023 - Current

Bilingual Records Specialist Supervisor

Included Health
06.2022 - 08.2023

Bilingual Care Coordinator Lead

Included Health
05.2021 - 06.2022

Guest Experience Manager- Food and Beverage

Walt Disney World Resort
01.2017 - 02.2021

Bachelor of Arts - English

University of Puerto Rico - Cayey

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KARELYN C. LOPEZ RODRIGUEZ