Summary
Overview
Work History
Education
Skills
Timeline
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Laura Mendoza

Tucson,AZ

Summary

Results-driven communication professional with strong background in clerical, customer service and moderating online communities roles. Skilled in content moderation, conflict resolution, as well as providing and maintaining positive customer interactions. Valued team player known for adaptability and delivering results. Excellent multi-tasker who is self-motivated and eager to continue to expand my knowledge and enhance my experience.


Overview

18
18
years of professional experience

Work History

Social Media Moderator

Alorica
03.2024 - 11.2024


  • Studied digital technology trends and topics to explore new ways to engage with digital community.
  • Managed multiple social media accounts simultaneously, maintaining consistent branding and messaging across all channels.
  • Reviewed, classified or eliminated highly sensitive content uploaded by users to meet defined social media parameters.

Accounts Specialist

North Coast Medical Supplies
10.2020 - 02.2024
  • Completed Outbound Calls to new diabetic patients who inquired about Dexcom and Libre CGM Devices
  • Educated new patients on different CGM devices available to them, also provided information on other diabetic supplies we offered such as testing strips, insulin's, etc.
  • Gathered patients demographic information, insurance information, their Endocrinologist's information and created new account for the patient. I was also responsible for continuously providing new patients with updates regarding their orders every other business day, as well as updating their contact info, as needed.
  • submitted insurance information to our insurance team to be verified. Once insurance verification was complete, I would follow up with my patient and review their insurance coverage and any copay information with them. If patient wanted to proceed with order, I would then reach out to their endocrinologist and request a prescription for the CGM device the patient requested to use.
  • I completed daily follow up calls to Md offices for prescriptions needed to place patients orders for their diabetic CGM device and/or other diabetic supplies
  • I completed all orders for patients diabetic supplies once all information was obtained from the patient and their endocrinologist. I was also responsible for calling patients to collect any copays due, in order to ship their order.

Proactive Response Agent, UPS

Alorica
04.2016 - 02.2020
  • Monitored medication and skin-graft packages to ensure delivered as scheduled
  • Provided customer service and support to UPS Shippers via telephone and emails, continuously provided updates regarding package delivery status
  • Located any delayed packages and quickly identified a swift resolution for the package to be delivered in a timely manner, utilized third party couriers as needed.
  • Responsible for contacting third party couriers to also assist with the re-icing of any delayed medication packages, in order to keep the contents of the package from becoming unstable and possibly degrading
  • Attempted to locate any lost medication and skin-graft packages. Submitted investigation ticket for any packages I was unable to locate at any UPS Hubs. Notified Shipper of this status if unable to identify the location of the package

Floor Manager

Cash America
07.2013 - 04.2016
  • Managed store inventory and stock levels to maintain availability of products.
  • Managed team of 12 employees to maintain smooth-running operations of shop floor.
  • Improved customer satisfaction by addressing and resolving concerns promptly and efficiently.
  • Developed and implemented floor plans and layouts to maximize customer satisfaction and sales.
  • Oversaw supply restocking, area cleaning, and product organization.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Managed daily store operations for smooth functioning and achieving sales targets.
  • Assisted Customers with pawn loan transactions and sales transactions.
  • Provided support to my team, reviewed and approved collateral, as needed, for high dollar loan transactions.
  • Assisted with transferring and receiving retail merchandise from other Super Pawn Store locations who were overstocked, logged inventory, cleaned merchandise, and stocked our sales floor.
  • Performed both - opening and closing procedures 5 or more times weekly by balancing cash drawers and reconciling credit card transactions.
  • Assisted store manager with completing weekly employee schedules.
  • Assisted store manager with completing interviews for potential new crew members to join our team.

Systems Analyst, I Information Systems Dept

University Physicians Healthcare
07.2008 - 02.2013
  • Enhanced system efficiency by identifying and resolving complex technical issues.
  • Received and Downloaded 834 EDI Files (Membership Enrollment) for Arizona Medicaid Health plan -University Family Care, on a daily basis.
  • Responsible for maintaining accurate information in our system regarding physicians contracts with University Family Care, updating contract effective and end dates, etc.
  • Responsible for completing quarterly updates to our Claims Payment Systems, in order for our Claims processors to process Medical and Dental claims with accuracy.
  • Assisted internal and external system developers, such as Optum and GE, with implementing and testing new systems.


ER Unit Clerk/ER Medical Scribe

Carondelet St. Joseph's Hospital
10.2006 - 07.2008
  • Answered unit calls and took messages for healthcare staff to maximize team productivity.
  • Answered multi-line telephone system, provided information, and directed calls.
  • Handled incoming calls professionally, providing relevant information or transferring inquiries as needed to maintain efficient communication channels within the unit.
  • Prepared admissions charts and scanned records.
  • Provided excellent customer service while responsibly managing sensitive patient data in accordance with HIPAA guidelines.
  • Documented updates to patient information in medical charts while maintaining HIPAA compliance protecting confidentiality of records.
  • Organized patient charts, enhancing the flow of information among healthcare providers and contributing to better-informed treatment decisions.
  • Expedited communication between healthcare professionals, resulting in better coordination of care for patients. Scheduled Patient follow-ups with healthcare professionals, as needed.
  • Typed out and arranged discharge Paperwork and Prescriptions.
  • Maintained a clean and organized work environment, supporting infection control measures within the healthcare facility.

Education

Certificate of Technical Studies - Health Unit Coordinator/ Unit Clerk

Pima Medical Institute
Tucson, AZ
10-2006

GED -

El Rio Learning Center
Tucson, AZ
05-2006

Skills

  • Customer support
  • Customer service and communication skills
  • Conflict resolution
  • Social media and promotions
  • Social media analytics
  • Problem-solving skills
  • Documenting information
  • Positive attitude
  • Problem-solving
  • Organizational skills
  • Goal-oriented mindset
  • Critical thinking

Timeline

Social Media Moderator

Alorica
03.2024 - 11.2024

Accounts Specialist

North Coast Medical Supplies
10.2020 - 02.2024

Proactive Response Agent, UPS

Alorica
04.2016 - 02.2020

Floor Manager

Cash America
07.2013 - 04.2016

Systems Analyst, I Information Systems Dept

University Physicians Healthcare
07.2008 - 02.2013

ER Unit Clerk/ER Medical Scribe

Carondelet St. Joseph's Hospital
10.2006 - 07.2008

Certificate of Technical Studies - Health Unit Coordinator/ Unit Clerk

Pima Medical Institute

GED -

El Rio Learning Center

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Laura Mendoza