KETSIE GUZMAN
Fort lee,NJ
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
14
14
years of professional experience
Work History
Tech Support/Customer Engagement Specialist
Health Recovery Solutions
Hoboken, NJ
11.2021 - Current
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Generated reports and updated files and documentation.
- Provided real-time support to everyday users.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Devised incisive workarounds and resolutions for IT-related problems.
- Use Zendesk and Slack
- Jira
- Confluence
- Microsoft Teams
- Working Remotely
Office Manager/ AP Coordinator
Fort Lee Podiatry Group
Fort Lee, NJ
01.2018 - 11.2021
- In charge of busy email inbox, 200+ daily emails
- Verify insurances and obtain necessary documentation for claim approvals, authorizations,and provider status
- Implemented new rules for new hires, schedule monthly meetings for staff and doctors, while performing clerical duties, data entry, answering busy phone lines, and filing charts
- Developed and maintained reporting procedures for tracking the effectiveness of various programs
- Supervised and motivated staff by recognizing and rewarding individual achievements, maintaining a positive attitude, encouraging creativity and delegating tasks appropriately
- Evaluated programs to determine necessary equipment and supplies and maintained inventory controls.
- Managed office inventory and placed new supply orders.
- Administered payroll and maintained proper documentation of employee personnel.
Patient Registrar
Palisades Medical Center UMC
North Bergen, NJ
09.2016 - 01.2017
- Register patients coming in through the Er
- Greet visitors and prospective patients
- Verify insurances and obtain necessary documentation for claim approvals, authorizations, and provider status
- Handle high volume incoming calls on a daily basis
- Process new patients with correct paperwork
- Check new and current patients insurance, the patients arrival, any delays, and using proper communication skills with patients and staff
- Helped patient accomplish treatment plan and accept therapeutic devices by administering manual exercises.
Physical Therapist Assistant/Front Desk Receptionist
Sports Care
West New York, NJ
02.2014 - 08.2016
- Responsible for keeping reception area clean and well organized
- Knowing and understanding patient treatment plan provided by physical therapist
- Knowledge of exercise equipment and basic exercises
- Handle high volume incoming calls and emails daily
- Process new patients with correct paperwork
- Verify insurances and obtain necessary documentation for claim approvals, authorizations, and provider status
- Schedule appointments for patients
- Worked with physical therapist and other disciplines to provide adaptive equipment for improving patient function.
- Collaborated with PT to assist in assessment and modifications to plan of care.
Sales Associate
Macy's
Paramus, NJ
10.2010 - 02.2014
- Helped customers find specific products, answered questions and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Answered incoming telephone calls to provide store, products and services information.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Worked with fellow sales team members to achieve group targets.
- Collected payments and provided accurate change.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
Front Desk Receptionist
Dr.Goldstein's Office
North Bergen, NJ
08.2009 - 10.2010
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Explained policies and procedures to visitors.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Greeted visitors to provide information and direct to appropriate personnel.
- Completed basic bookkeeping and document filing.
Education
Bachelor of Science - Public Health
William Paterson University
Wayne, NJ05.2017
Skills
- Leadership, Keynote, MS Office, project scheduling, Hippa training, Medical
- Terminology, CPT/ICD 9 beginner and advanced, Management of EMR, Customer and
- Personal Service, Great patient /customer communication skills, Monitoring, Working
- Knowledge of EPIC, 10 years MS Word and MS Excel, strong keyboarding, windows,
- Typing, Experience working remotely
- Experience with Zendesk
- Experience with Tableau
- Installing tech equipment
- Experience with Jira
- Googlespace
- Mac os
Timeline
Tech Support/Customer Engagement Specialist
Health Recovery Solutions
11.2021 - Current
Office Manager/ AP Coordinator
Fort Lee Podiatry Group
01.2018 - 11.2021
Patient Registrar
Palisades Medical Center UMC
09.2016 - 01.2017
Physical Therapist Assistant/Front Desk Receptionist
Sports Care
02.2014 - 08.2016
Sales Associate
Macy's
10.2010 - 02.2014
Front Desk Receptionist
Dr.Goldstein's Office
08.2009 - 10.2010
Bachelor of Science - Public Health
William Paterson University
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