Marela Nieves
Kearneysville,WV
Summary
Motivated and professional individual with expertise in data entry, complemented by strong creative, mathematical, and analytical thinking skills. Recognized for exceptional customer service abilities and a personable team player. A fast learner committed to continuous, self-directed learning.
Overview
16
16
years of professional experience
Work History
Front Desk Medical Receptionist (Part-time)
Modern Aesthetics
08.2023 - Current
- Coordinate patient scheduling, check-in, check-out and payments for billing utilizing an Electronics Health Records (EHR) program.
- Ensure HIPAA compliance by maintaining strict confidentiality with all patient records and information.
- Enhance patient satisfaction by consistently providing friendly and efficient service at the front desk.
- Provide administrative support to medical staff, assisting with various clerical tasks as needed.
- Serve as a liaison between patients and healthcare providers, ensuring clear communication of necessary information.
- Reduce errors in medical recordkeeping by meticulously reviewing documentation for accuracy before filing or distributing it.
- Maintain organized and clean front office area to create professional and welcoming environment for visitors and employees.
Customer Service Representative
Music & Arts
11.2019 - Current
- Answer inbound calls and assist customers with rental instrument accounts, orders, payments, billing, and contract terms and conditions.
- Maintain detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Seek ways to improve processes and services provided.
- Assist customers via online inquiries and chat using Salesforce program and Outlook.
- Communicate daily with other departments to ensure excellent customer service is being provided.
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolve customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handle escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
- Respond to customer requests for products, services, and company information.
Tax Preparer and Office Manager
Jackson Hewitt
12.2015 - 04.2019
- Managed and trained a small office of new hire Tax Preparers during the 2019 tax season.
- Assessed client tax situations to determine best filing options.
- Maintained compliance by adhering to current tax laws and regulations.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Led my office to meet and exceed expected number of tax returns completed and in turn receiving the incentive bonuses.
- Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
- Analyzed financial records to verify accuracy of tax returns.
- Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
- Increased client satisfaction by providing accurate and timely tax preparation services.
Retail Order Processor
Hydro Flask
07.2018 - 12.2018
- Managed and placed orders for various retailers throughout the United States.
- Enhanced customer satisfaction by ensuring timely and accurate fulfillment of retail orders.
- Assisted customers with inquiries regarding their orders, providing exceptional service that led to repeat business.
- Communicated daily with buyers via phone and e-mail.
- Reduced order errors through meticulous attention to detail and thorough double-checking of all information.
- Addressed any issues or discrepancies in shipments promptly, minimizing delays and customer dissatisfaction.
- Developed and maintained comprehensive documentation of all order processing procedures, ensuring consistency across team members.
Customer Service Representative
The Journal News
05.2017 - 06.2018
- Operated the newspaper's switchboard as well as assisted customers over the phone with subscription payments and delivery issues.
- Handled customer complaints via e-mail.
- Performed various administrative duties in the circulation department.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Investigated and resolved accounting, service and delivery concerns.
Front Desk Agent - Night Auditor
Comfort Inn
12.2015 - 12.2016
- Streamlined front desk operations for increased efficiency and improved customer service.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Improved overall guest experience by maintaining a clean and welcoming reception area.
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Handled sensitive guest information with discretion, adhering to strict data privacy guidelines set forth by the company.
- Collected room deposits, fees, and payments.
Front Desk Agent - Night Auditor
Knights Inn
11.2014 - 10.2015
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Kept accounts in balance and ran daily reports to verify totals.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
Customer Service Representative
Smart Cover Cosmetics
07.2012 - 08.2013
- Answered inbound calls in a small office for an infomercial/e-commerce cosmetics company.
- Assisted customers with cosmetic sales, product information, and placed orders.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Offered make-up tips and popular tutorials in alignment with latest trends.
- Performed cash, card, and check transactions to complete customer purchases.
- Engaged in friendly conversation with customer to better uncover individual needs.
Claims Transaction Associate
Blue Cross Blue Shield Of New Jersey
06.2008 - 06.2009
- Skillfully navigated Medicare/Medicaid regulations in order to secure maximum reimbursement rates for qualifying services provided.
- Achieved timely reimbursements for clients through understanding of insurance company protocols.
- Collaborated with interdisciplinary teams to ensure smooth processing and accurate reimbursement
- Paid or denied medical claims based upon established claims processing criteria.
- Evaluated medical claims for accuracy and completeness and researched missing data.
- Processed insurance payments and maintained accurate documentation of payments.
- Consistently met claims department processing production quotas.
- Reduced errors in claims submissions through meticulous attention to detail and thorough review processes.
Education
No Degree - Liberal Arts And Sciences
Ulster County Community College
Stone Ridge, NYNo Degree - Theater Arts
SUNY New Paltz
New Paltz, NYAssociate of Science - Health Information Management
Alfred State College
Alfred, NY05.2021
No Degree - Liberal Arts
Blue Ridge Community And Technical College
Martinsburg, WV2017
Skills
- Data Entry
- Office Administration
- Salesforce
- Active Listening
- Computer Proficiency
- Money handling abilities
- Microsoft Teams
- Microsoft Excel
- Microsoft Outlook
- Microsoft Word
- Follow-up skills
- Live chat support
- Quality Control
- Spreadsheets
- Staff education and training
- Payment Processing
- Critical Thinking
- Customer Service
- Electronic Health Records Experience
- Income Tax Preparation
- Records Management
- Bookkeeping
- Employee Training
- Audit reporting
- Problem-solving abilities
- Knowledge of Medical Coding
Timeline
Front Desk Medical Receptionist (Part-time)
Modern Aesthetics
08.2023 - Current
Customer Service Representative
Music & Arts
11.2019 - Current
Retail Order Processor
Hydro Flask
07.2018 - 12.2018
Customer Service Representative
The Journal News
05.2017 - 06.2018
Tax Preparer and Office Manager
Jackson Hewitt
12.2015 - 04.2019
Front Desk Agent - Night Auditor
Comfort Inn
12.2015 - 12.2016
Front Desk Agent - Night Auditor
Knights Inn
11.2014 - 10.2015
Customer Service Representative
Smart Cover Cosmetics
07.2012 - 08.2013
Claims Transaction Associate
Blue Cross Blue Shield Of New Jersey
06.2008 - 06.2009
No Degree - Liberal Arts And Sciences
Ulster County Community College
No Degree - Theater Arts
SUNY New Paltz
Associate of Science - Health Information Management
Alfred State College
No Degree - Liberal Arts
Blue Ridge Community And Technical College
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