Karla I. Luna
El Paso
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
26
26
years of professional experience
Work History
Senior Claims Analyst
UMR
El Paso, TX
03.2018 - Current
- Analyzed claims for accuracy and compliance with policy guidelines.
- Collaborated with cross-functional teams to resolve complex claim issues.
- Implemented process improvements that enhanced efficiency in claims adjudication.
- Mentored junior analysts, fostering professional growth and knowledge sharing.
Front Office Asst
El Paso Modern Dentistry
08.2017 - 03.2018
- Managed patient scheduling to optimize office workflow and enhance patient experience.
- Assisted with front desk operations, ensuring efficient check-in and check-out processes.
- Coordinated communication between patients and dental team to address inquiries promptly.
- Implemented process improvements for billing and insurance verification, reducing errors in claims submissions.
General Manager
TitleMax
02.2014 - 07.2017
- Directed daily operations to enhance customer service and streamline processes.
- Implemented training programs for staff to improve performance and compliance.
- Developed strategic initiatives that increased overall store efficiency and profitability.
- Led cross-functional teams to execute marketing campaigns and drive sales growth.
- Formulated policies and procedures to streamline operations.
- Interacted well with customers to build connections and nurture relationships.
Branch Manager
Regional Finance
05.2012 - 02.2014
- Led branch operations, ensuring compliance with regulatory standards and company policies.
- Developed and implemented strategic initiatives to enhance customer satisfaction and retention.
- Oversaw financial services offered, including loans and credit products, to meet client needs.
- Trained and mentored staff on best practices in customer service and sales techniques.
- Maintained friendly and professional customer interactions.
Rental Car Agent
Avis Car Rental
08.2011 - 05.2012
- Managed rental agreements and facilitated customer transactions efficiently.
- Trained new staff on operational procedures and customer service best practices.
- Oversaw fleet management, ensuring vehicle availability and readiness for customers.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
Assistant Manager
Enterprise Rent a Car, El Paso, TX
El Paso, TX
10.2002 - 07.2010
- Supervised daily operations, ensuring adherence to company policies and procedures.
- Trained and mentored staff on customer service best practices and sales techniques.
- Analyzed rental patterns to optimize fleet management and improve vehicle availability.
- Implemented process improvements that enhanced operational efficiency and reduced turnaround time.
- Handled escalated customer concerns, providing effective solutions to maintain satisfaction levels.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Secretary
Center for Dental Health and Cosmetics, El Paso, TX
El Paso, TX
07.2001 - 10.2002
- Managed appointment scheduling and patient flow to optimize office efficiency.
- Processed patient intake forms and verified insurance information for accuracy.
- Maintained organized filing systems for patient records and confidential documents.
- Scheduled appointments and conducted follow-up calls to clients.
Office Assistant
Allstate Insurance Company, El Paso, TX
El Paso, TX
09.2000 - 07.2001
- Managed customer inquiries, providing support and resolving issues promptly.
- Organized and maintained filing systems to enhance document retrieval efficiency.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Education
Associates - Business Management
El Paso Community College
El Paso, TX12-2002
Skills
- Critical thinking
- Professionalism and integrity
- Continuous improvement mindset
- Team leadership experience
- Interpersonal and written communication
- Customer service
Timeline
Senior Claims Analyst
UMR
03.2018 - Current
Front Office Asst
El Paso Modern Dentistry
08.2017 - 03.2018
General Manager
TitleMax
02.2014 - 07.2017
Branch Manager
Regional Finance
05.2012 - 02.2014
Rental Car Agent
Avis Car Rental
08.2011 - 05.2012
Assistant Manager
Enterprise Rent a Car, El Paso, TX
10.2002 - 07.2010
Secretary
Center for Dental Health and Cosmetics, El Paso, TX
07.2001 - 10.2002
Office Assistant
Allstate Insurance Company, El Paso, TX
09.2000 - 07.2001
Associates - Business Management
El Paso Community College