Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
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MARETA KARAPANI

MARETA KARAPANI

Waianae

Summary

Customer service professional with extensive experience at Southwest Airlines, specializing in conflict resolution and operational efficiency. Demonstrated success in enhancing customer satisfaction through effective communication and meticulous attention to detail. Proficient in airline reservation systems, committed to delivering exceptional passenger assistance in high-pressure environments.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Customer Service Agent

Southwest Airlines
Honolulu
01.2023 - Current
  • Assisted customers with ticketing, boarding, and baggage handling processes.
  • Resolved passenger inquiries and complaints to enhance service delivery.
  • Coordinated with airline staff to ensure operational efficiency and smooth transitions.
  • Managed check-in processes using airline reservation systems for accurate data handling.
  • Provided timely updates on flight schedules, gate changes, and delays to passengers.
  • Verified passenger documentation for compliance with applicable laws and regulations.
  • Handled lost luggage claims and recovery procedures to minimize customer inconvenience.
  • Processed refunds, exchanges, and upgrades efficiently according to company policies.

Medical Assistant

Waianae Coast Comprehensive Health Center
Waianae
03.2006 - 06.2014
  • Meet and greet patients.
  • Obtaining vital signs; T, R, P, B/P, 02 stat, and height and weight.
  • Preparing patient for exam, documenting the reason for office visit or chief concern, updating medication list, updating any medical histories, retrieving medical notes if a referral was done and lab results if it was done prior to the office visit.
  • Assisting the provider with patient exams when needed.
  • Assist in physical exams by obtaining vision clarity and hearing tests.
  • Collecting and preparing laboratory specimens such as; UA, blood draw, wound and throat cultures, and tissue biopsy.
  • Performing basic laboratory tests; testing A1c and glucose levels, pregnancy testing, Rapid strep, UA dips, HGB levels and Ua drug screening.
  • Updating and abstracting lab results in EMR.
  • Wound care and suture removal.
  • Taking electrocardiograms.
  • Calling in medication prescriptions and refills as directed by provider.
  • Explaining treatment procedure to patient and proper consent forms signed.
  • Assist with minor surgery in office such as: biopsies, skin tag removal, and cauterizing.
  • Patient education on diagnoses, medications, and special diets.
  • Preparing and administering medications as directed by a physician or provider.
  • Reporting any abnormal lab or diagnostic test results to provider.
  • Documenting all medical information in EMR and completing fee tickets to be sent for billing.
  • Monitoring medication expiration dates, general maintenance of medical equipment, inventory and stocking of supplies and medications.
  • Answering telephones, scheduling patients appointments, Referrals, arranging hospital admissions, laboratory, and transportation services.
  • Handling correspondence, co-payments, and billing.
  • Obtaining authorizations from various health insurances for services, referrals, and medication.
  • Retrieving Medical Information or Records from various providers on or off island.
  • Coding and filling out insurance forms and updating health records.

Screener

Transportation Security Administration, DOT
Honolulu
10.2002 - 08.2004
  • Implement security procedures to ensure the safety of the traveling public.
  • Preventing or interceding any deadly or dangerous objects from being transported on the aircraft.
  • Screening of passengers, baggage, and cargo.
  • Monitoring the flow of passengers through the checkpoint, monitoring of x-ray machine, swiping of carry-ons with IED pads.
  • Lead and direct our team and making sure my team is on the rotation.
  • Report to supervisor or manager any suspicious unattended bags and any inquiry or problems.

Psychiatric Assistant

Queens Medical Center
Honolulu
02.1998 - 03.2000
  • Greet residential patients and their families on their visit.
  • Supervise visits between patients and families.

Education

Associate of Arts - Liberal Arts And Sciences

Leeward Community College
Pearl City, HI
12-2017

Certificate of Completion - Medical Assistant

Med-Assist School of Hawaii
Honolulu, HI
12.2005

Certificate of Completion - Nurse's Aide

Kapiolani Community College
Honolulu, HI
10.1993

High School Diploma -

Waianae High School
Waianae, HI
06.1993

Skills

  • Dependable and punctual
  • Effective communication
  • Interpersonal skills
  • Patient care and empathy
  • Team collaboration
  • Attention to detail
  • Medical terminology expertise
  • ICD-10 and CPT coding
  • HIPAA compliance
  • Problem solving
  • Quick learning ability
  • Timely task completion
  • Honesty and integrity
  • Baggage handling
  • Airline reservation systems
  • Customer complaint resolution
  • Documentation verification
  • Flight schedule updates
  • Operational efficiency
  • Customer relationship management
  • Policy compliance
  • Time management
  • Conflict resolution
  • Strong empathy
  • Cultural awareness
  • Airport procedures
  • Reservation management
  • Airline policies
  • Ticketing systems
  • Customer relations
  • Stress tolerance
  • Self motivation
  • Critical thinking
  • Teamwork
  • Customer reservations
  • Geographic knowledge
  • [Language] fluency
  • Quality control
  • Active listening
  • Problem-solving
  • Special needs assistance
  • Adaptability
  • Trace baggage
  • Itinerary development
  • Customer documentation review
  • Assist passengers
  • Detail-oriented
  • Payment processing
  • Passenger assistance
  • Customer service
  • Baggage tracking
  • Analytical skills
  • Teamwork and collaboration

Certification

  • Liberals Arts with minor in Nursing
  • Medical Assistant
  • Nurse's Assistant

Affiliations

  • Blood Bank Donor
  • Southwest Airline Cultural Committee Member
  • Volunteer at Ronald Macdonald House
  • WUMC Women Liasion to Western Conference General Meeting.

Timeline

Customer Service Agent

Southwest Airlines
01.2023 - Current

Medical Assistant

Waianae Coast Comprehensive Health Center
03.2006 - 06.2014

Screener

Transportation Security Administration, DOT
10.2002 - 08.2004

Psychiatric Assistant

Queens Medical Center
02.1998 - 03.2000

Associate of Arts - Liberal Arts And Sciences

Leeward Community College

Certificate of Completion - Medical Assistant

Med-Assist School of Hawaii

Certificate of Completion - Nurse's Aide

Kapiolani Community College

High School Diploma -

Waianae High School

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