Summary
Overview
Work History
Education
Skills
Timeline
Generic

Maria Morales

New Tripoli,US

Summary

Experienced customer service representative with over 15 years of proven success in elevating customer satisfaction and refining operational processes. Skilled in conflict management and proficient in CRM systems like Infinity and Epic, fostering strong client relationships and enhancing service delivery. Committed to pioneering innovative solutions and continuously improving to deliver unparalleled customer experiences.

Overview

16
16
years of professional experience

Work History

Patience Access Representative

NYC and Health + Hospitals
02.2024 - 01.2025
  • Register patients, verify insurance, ensure accurate data with Epic and Infinity systems
  • Enhance patient satisfaction by reducing wait times in a fast-paced environment
  • Guide patients through registration, addressing inquiries with empathy
  • Facilitate effective communication among patients, providers, and staff
  • Maintain meticulous patient records, supporting efficient healthcare operations
  • Drive operational efficiency through accurate data management and proactive patient engagement, contributing to improved healthcare outcomes
  • Streamline patient registration using Epic and Infinity systems, ensuring data accuracy and reducing wait times in a high-volume healthcare setting
  • Foster positive patient experiences through empathetic communication, addressing inquiries and guiding individuals through the registration process
  • Facilitate seamless information flow between patients, healthcare providers, and staff, enhancing overall operational efficiency
  • Drive operational excellence through meticulous record-keeping and proactive patient engagement, contributing to improved healthcare outcomes
  • Implement process improvements to optimize patient access workflows, enhancing satisfaction and reducing administrative bottlenecks

Associate Counselor Representative

AAA Associate
11.2023 - 02.2024
  • Address client inquiries, resolving issues for improved satisfaction and efficiency
  • Streamline processes, reducing response time and boosting team productivity
  • Enhance team and client relationships, fostering a collaborative work environment
  • Develop new counseling strategies, adapting to client needs with innovative solutions
  • Analyzed client data to identify trends and opportunities for service improvement
  • Utilized insights to enhance counseling approaches and outcomes
  • Provided empathetic support to clients, ensuring their needs were met
  • Maintained a calm demeanor in high-pressure situations, fostering trust and reliability
  • Streamlined processes at AAA Associate, significantly reducing response times and boosting overall team productivity

Customer Service Representative

LiveOps
02.2023 - 11.2023
  • Managed inbound/outbound calls, ensuring customer satisfaction and accurate information verification
  • Transferred potential clients to licensed agents, enhancing customer engagement and service efficiency
  • Assisted clients with insurance queries, improving understanding of Medicare, auto, and life policies
  • Resolved customer issues promptly, contributing to a seamless service experience and client retention
  • Managed inbound/outbound calls, verified customer data, and facilitated transfers to licensed agents, enhancing customer experience for Medicare, Auto, and Life insurance inquiries
  • Provided empathetic customer support, ensuring accurate information verification and seamless transfers to specialized agents for diverse insurance products
  • Meticulously verified customer information, expertly handled diverse insurance queries, and efficiently routed calls to appropriate licensed agents
  • Partnered with licensed agents to streamline customer transfers, optimizing the inquiry process for Medicare, Auto, and Life insurance products
  • Developed efficient call handling techniques, improving customer verification processes and transfer accuracy for various insurance product inquiries

PCA/MED TECH

Pleasant Tree Hospice Care
01.2022 - 02.2023
  • Supported patient daily activities, enhancing comfort and care quality
  • Prepared personalized dietary meals, improving patient nutrition
  • Administered medication accurately, ensuring patient safety
  • Handled inbound and outbound calls, optimizing communication efficiency
  • Provided compassionate care to hospice patients, ensuring comfort and dignity
  • Managed medication administration and dietary needs, enhancing quality of life
  • Partnered with interdisciplinary team to optimize patient care
  • Assisted in daily living activities, fostering a supportive environment for patients and families
  • Streamlined medication administration process, reducing errors and improving patient safety
  • Implemented efficient meal preparation techniques, enhancing nutritional care
  • Championed patient-centered care in hospice setting, optimizing medication administration and personalized dietary support to enhance well-being

Customer Service Representative/ Line Leader

Sharp Pharmaceutical Drug Company
01.2013 - 01.2022
  • Directed team to consistently exceed production targets, ensuring high efficiency and compliance
  • Resolved performance issues, boosting team productivity and achieving measurable improvements
  • Managed pharmaceutical packaging operations, upholding stringent quality standards
  • Accurately documented packaging specifications, ensuring adherence to regulatory requirements
  • Led production team to meet daily schedules, ensuring efficient packaging of pharmaceuticals and maintaining detailed documentation of specifications
  • Analyzed performance metrics and reported critical issues to supervisors, facilitating data-driven decision-making for improved operational efficiency
  • Streamlined packaging processes, significantly reducing turnaround time and enhancing overall productivity in assigned production areas
  • Fostered a cooperative work environment, promoting effective communication between team members and supervisors to resolve personnel challenges
  • Implemented rigorous quality control measures, ensuring strict adherence to package specifications and regulatory compliance in pharmaceutical production
  • Spearheaded production team, consistently surpassing targets while maintaining rigorous quality standards and regulatory compliance in pharmaceutical packaging
  • Analyzed performance metrics, reporting critical issues to supervisors for data-driven decision-making, leading to improved operational efficiency
  • Cultivated a cooperative work environment, fostering effective communication between team members and supervisors to resolve personnel challenges
  • Meticulously documented packaging specifications, ensuring strict adherence to regulatory requirements and maintaining high-quality standards

Customer Service Rep

Bio-Reference labs
01.2009 - 01.2013
  • Managed 60+ daily calls, ensuring timely and accurate diagnostic results delivery
  • Communicated critical test outcomes to healthcare providers, enhancing patient care
  • Utilized analytical skills to resolve client inquiries, boosting satisfaction levels
  • Streamlined reporting processes, leading to improved efficiency in service delivery
  • Managed high-volume diagnostic lab inquiries, ensuring accurate result communication
  • Streamlined critical test reporting process, enhancing provider response time
  • Meticulously provided diagnostic laboratory results, maintaining data integrity
  • Developed comprehensive provider database for swift critical test notifications
  • Fostered strong relationships with healthcare providers, facilitating seamless information exchange
  • Contributed to team efforts in improving lab result accessibility
  • Proposed and implemented new call handling strategies, boosting customer satisfaction
  • Pioneered digital reporting method, significantly reducing paper usage
  • Analyzed client inquiries to provide accurate diagnostic results, enhancing healthcare provider decision-making and patient care outcomes

Education

BACHELOR OF SCIENCE - HEALTH MANAGEMENT

Phoenix University College
02.2025

ASSOCIATE DEGREE - HEALTH SCIENCE

Keiser University College
01.2019

Skills

  • Excel (Expert)
  • Teams (Expert)
  • Client Retention (Expert)
  • Interpersonal Communication (Experienced)
  • EHR (Experienced)
  • Microsoft Office (Experienced)
  • Cross-selling (Experienced)
  • Problem-solving (Expert)
  • Customer Relationship Management (Expert)
  • Empathy (Expert)
  • Compassion (Skillful)
  • Quality Assurance (Experienced)
  • Time-management (Experienced)
  • Epic (Novice)
  • Infinity (Novice)
  • CX1 (Experienced)
  • Data Analysis (Experienced)
  • Sales Strategy (Experienced)
  • Conflict Management (Experienced)
  • Process Improvement (Experienced)
  • Customer Advocacy (Expert)
  • Team Leadership (Expert)
  • Communication Skills (Experienced)
  • Customer Engagement
  • Analytical Thinking
  • Service Recovery
  • Negotiation Skills
  • Adaptability

Timeline

Patience Access Representative

NYC and Health + Hospitals
02.2024 - 01.2025

Associate Counselor Representative

AAA Associate
11.2023 - 02.2024

Customer Service Representative

LiveOps
02.2023 - 11.2023

PCA/MED TECH

Pleasant Tree Hospice Care
01.2022 - 02.2023

Customer Service Representative/ Line Leader

Sharp Pharmaceutical Drug Company
01.2013 - 01.2022

Customer Service Rep

Bio-Reference labs
01.2009 - 01.2013

BACHELOR OF SCIENCE - HEALTH MANAGEMENT

Phoenix University College

ASSOCIATE DEGREE - HEALTH SCIENCE

Keiser University College

Similar Profiles

CREATE PROFILE
Maria Morales