Mariana Bueno
Pocono Summit,PA
Summary
Multi faceted Administration Professions with years of experience in: EMS 911 – Office Administration /Quality Control/ /Finance/GBB mapping /Armed Security Forces Workforce Training / HR support / Business Operations Support LTL Team Lead/ Supervisor Protocol/Policy Development Incentive /Program Development Cost Reduction/ AP/AR. Known for excellent account management and time management skills. Meticulous and enterprising worker dedicated to excellence. Offering excellent communication and good judgment through critical thinking skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. To seek and maintain full-time position that offers professional challenges utilizing hard skills and soft skill attained through work experience. Ready to help team achieve company goals. Problems solver and communication conduit for workers to management. Motivated to improve relationships in the working environment through knowledge based training and information resources. Familiar with Federal guidelines and Labor Laws
Overview
41
41
years of professional experience
Work History
CSR International/Liaison Representative
Harper Collins Publishers – International
Moosic, PA
10.2019 - Current
- International Customer Service for 2nd largest GLOBAL Book Publisher
- Receive and respond to all international Wholesaler, Independent and Private businesses for order requests so that business needs are met in industry chain
- Ensure shipping meets specifications for specific country documentation requirements
- Small Sample of work performed daily:
- Process orders - International/ Canadian/ Special Events/ Author accounts with instruction.
- Track shipping via carrier - warehouse to customer.
- Receive payments - release PROFORMA quotes with accuracy
- Check Stock status and inventory specifications for overseas documentation and declaration for International movement
- New account set up and international coding
- HUB live chat support/trouble shooting/Admin-Security/ permissions
- Liaison Account contact – Canadian/Christian/ International accounts
- Contributor to HH/One Note new training guidelines/procedures manual
- Open communications between sales representatives/managers and departments for seamless operations.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained staff on operating procedures and company services.
Customer Service, Support/Billing
FedEx Freight
Mt. Pocono, PA
03.2021 - Current
- Began 2019 -absence with Covid: Billing, OS&D, Compliance, warehouse materials handler
- Provides additional Operations Support to all operational divisions in FedEx Freight POS center (Dock, Road Dispatch, City Dispatch, OSD, Compliance and Billing)
- Multi-faceted business and operations team member.
- Provided primary customer support to internal and external customers
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services and company information
Collections
Genpact -Direct Energy
Wilkes-Barre, PA
03.2019 - 09.2019
- Professional collections, reconciliation, investigation and settlement for Federal delinquent natural gas accounts, includes (small business and HEFA accounts).
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Used probing techniques to determine debtors' reasons for delinquency.
- Processed payments and contracts on accounts.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Managed post-petition payments for bankruptcy cases and worked with legal departments to determine appropriate proceedings.
- Monitored accounts for compliance with established payment plans and flagged non-compliances
- Counseled debtors on payment options and arranged installment agreements
- Researched, analyzed and settled 25 disputes per week
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Negotiated to collect balance in full
- Managed legal invoice processing for litigation by foreclosure attorneys
Finance Analyst
Genpact - GBB Analyst
Charlotte, NC
11.2017 - 03.2019
- Transformation Team, Finance (Diversey, Inc, Transitions lead for global introduction of GBB (Ground Base Budgeting) management and support practice for SAP Infrastructure in Global healthcare hygiene industry
- Gather data used during GBB transition to provide analysis to Chatbot/Transformation wizard application
- GBB transformation: GBB mapping tool, policy and document edit/intranet sharing
- Proved instruction and guidance on GBB budget tool downloads, operations, spend alignment and submission
- Update critical Excel documents for spending policy, travel policy, GBB mapping tools, ARIBA SAP user and user profile set up.
- Combined remotely-collected and on-site data acquisition to generate unified geographic mapping information.
- Created effective maps, charts and other images based on project-specific requirements.
- Measured actual performance against operating plan and interpreted results for all levels of management.
- Enhanced, innovated and improved existing processes and controls by GBB resulting in budget center reporting.
- Developed complex spreadsheets and charts and tables of financial and budget information in Ariba
- Updated, reconciled and resolved issues with computerized accounting system
- Analyzed and processed project specifics before capital deployments
Account Analyst / QC
Genpact -CVS Coram
Wilkes Barre, PA
11.2016 - 11.2017
- Work aged receivables utilizing A/R reports
- Review and assess adjudicated claims for timely and proper payment of outstanding balances
- Research, correct, and resubmit or reprocess unpaid claims as necessary
- Review and interpret EOB for denials and underpayment of codes
- Research and resolve denials and underpayments with insurance carriers
- Verify all identified insurance carriers for eligibility and confirm carrier policy for referral and authorization requirements as needed for claims adjudication.
- Managed complex finance projects under direction of senior management to meet deadlines and budget limitations.
- Projected financial standings for CVS Coram medical claims, using data to determine areas for improvement and suggest plans of action.
- Supported Account Manager with incoming inquiries from existing clients.
- Interacted professionally with clear, intentional communication and set appropriate expectations on timeline of deliverables.
- Participated in regularly scheduled feedback and information exchange sessions with key business partners.
- Supported Account Manager with incoming inquiries from existing clients
- Supported management by processing invoices and documents with consistent on-time delivery
- Managed and responded to correspondence and inquiries from customers and vendors
- Handled day-to-day accounting processes to drive financial accuracy
- Interacted professionally with clear, intentional communication and set appropriate expectations on timeline of deliverables
- Developed and maintained successful business partnerships to address and proactively manage service issues
- Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software
- Streamlined bookkeeping procedures to increase efficiency and productivity
- Gathered, evaluated and summarized account data in detailed financial reports
- Matched purchase orders with invoices and recorded necessary information
Hospital Account Specialis
PATHS, LLC, Pocono Medical Center
Allentown, PA
05.2014 - 11.2016
- Pre Screen and interview potential Medicaid recipients for access to reduce Health Care cost for inpatient/outpatient services.
- Performed under HIPPA regulations and guidelines to acquire necessary information needed to perform financial calculations and eligibility determination including: disability benefits, supplemental healthcare coverage/ MAWD/ OBAMACARE/ and state subsidies.
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
- Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Delivered services to customer locations within specific timeframes
- Exceeded goals through effective task prioritization and great work ethic
- Used Microsoft Word and other software tools to create documents and other communications
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Increased customer satisfaction by resolving issues
- Maintained energy and enthusiasm in fast-paced environment
- Successfully maintained clean, valid driver's license and access to reliable transportation
Intake / Dispatcher
LIFESTAR RESPONSE OF NJ
Totowa, NJ
04.2013 - 01.2014
- Enter customer demographic information into Right-CAD system for appropriate ambulance or wheelchair transportation between two or more locations
- Answered provider questions regarding billing information, ambulance/wheelchair pricing and determination based on Medicare/Medicaid guidelines.
- Directed dispatching, routing and tracking of 36 fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over 150 daily calls.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
Emergency Medical Dispatch
MOBILE MEDIC AMBULANCE/AMR SOUTH MISSISSIPPI, EMD
Gulfport, MS
12.2012 - 05.2013
- SSC (System Status Controller)
- Expertly performed all duties and functions necessary to coordinate and dispatch most efficient use of ambulance and wheelchair transport resources to meet customer need/demand for emergency and non emergency transportation, facility contracts, critical care transports, etc
- 911 ambulance dispatch, emergency, non emergency transportation, air ambulance transportation coordination via Life Flight, insurance verification, documentation for clean billable tickets for inter-facility and emergency transportation
- Monitor critical levels and unit hour shutdowns
- Contributed significantly to EMS “chain of survival”
- Achieved EMD – II level certification.
- Read system maps and caller information, and documented details in system.
- Enhanced productivity by guaranteeing timely emergency response with no service delivery issues.
- Automated document flow by ensuring logbooks and fire, accident and emergency reports were maintained with 100% accuracy.
- Reduced risks and emergency response issues by observing public safety field units.
- Handled approximately 20-50 cases daily, providing information and treatment recommendations to public, hospital staff and US military for cases such as accidental or intentional overdoses, chemical exposures, animal bites and battery ingestions.
- Handled approximately 20-50 cases daily, providing information and treatment recommendations to public, hospital staff and US military for cases such as accidental or intentional overdoses, chemical exposures, animal bites and battery ingestions.
- Handled approximately 30 cases daily, providing information and treatment recommendations to public, hospital staff and US military for cases such as accidental or intentional overdoses, chemical exposures, animal bites and battery ingestions.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Audit Team Member, •Recruiter/Retention Specialist
FPS, Securigard, Inc
Gulfport, Mississippi
12.2011 - 06.2012
- Participated as corporate team member to re-evaluate incumbent qualifications for new contract acquisition of Heartland (FPS) Contract – 80% retention and 20% new hire achievement
- Achieved 100% accuracy as member of Securiguard, Inc., Corporate Human Resource “audit team” evaluating incumbent training and new hire records for FPS standardization.
- Implemented employee incentive programs to promote positive work culture and increase retention.
- Conducted frequent equipment inspections and basic repair actions to keep machinery operating at peak levels.
- Documented performance review schedule and monitored management for timely completion.
- Learned all required tasks quickly to maximize performance.
- Pursued learning opportunities to advance knowledge and take on leadership position.
- Maintained productive, efficient approach to all tasks.
- Instructed junior team members on protocols and procedures of each station to maximize contributions.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coordinated work of project dedicated to raise awareness of need, applying strong project and team leadership to enhance success.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.
- Developed recruiting strategies to identify qualified candidates and build network.
- Verified applicant references and employment details.
- Facilitated new employee orientations to foster positive team attitude.
- Maintained filing system of current, prospective and future positions.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Completed human resource operational requirements by scheduling and assigning employees.
- Acted as staff member advocate, encouraging and supporting many SO's to identify and resolve conflicts.
- Implemented employee incentive programs to promote positive work culture and increase retention
- Oversaw HR needs for 125-employee operation across 4 federal locations
Government Contractor, Armed Security Officer
SECURIGUARD, INC
Gulfport, MS
09.2009 - 12.2011
- Implemented changes requested by designers, owners or inspectors to conform to specifications or updated demands.
- Checked personnel ID badges and issued temporary credentials to visitors.
- Performed daily inspections of job sites to verify staff and subcontractor observance of important safety protocols.
- Responded quickly to incidents and assessed active situations for security concerns.
- Scanned incoming and outgoing personnel and packages using hand-held wands and x-ray machinery to protect building, assets and individuals.
- Detailed theft, access violations and other incidents with reports to boost success of future criminal or civil remediation.
- Logged vehicles entering and leaving premises.
- Wrote hourly reports detailing visitors, incidents and resolutions.
- Supported criminal investigations by collaborating fully with local law enforcement representatives.
- Operated and monitored security panels, alarms and related security equipment to provide area and visitor surveillance.
- Restrained and searched suspects and followed bomb threat procedures.
- Monitored all doors and windows of all facility buildings to prevent entry of unauthorized individuals.
- Circulated among visitors, patrons and employees to preserve order and protect property.
- Monitored and authorized entrance and departure of visitors and employees to guard against theft and maintain security of premises.
- Responded quickly to incidents and assessed active situations for security concerns
- Wrote daily reports detailing visitors, incidents and resolutions
- Detailed theft, access violations and other incidents with reports to boost success of future criminal or civil remediation
- Checked personnel ID badges and issued temporary credentials to visitors
- Scanned incoming and outgoing personnel and packages using hand-held wands and x-ray machinery to protect building, assets and individuals
- Completed full building and grounds patrols to spot and investigate concerns
- Acted as deterrent to prevent criminal actions, vandalism and misconduct to allow business to conduct operations in safe environment
- Secured premises and personnel by patrolling property and monitoring surveillance equipment
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets
- Supported criminal investigations by collaborating fully with local law enforcement representatives
NREMT Paramedic / EMD SSCII 911 Dispatch
AMR - American Medical Response
Gulfport, MS
01.1995 - 01.2022
- Selected by Operations Manager of AMR South Mississippi, Mike Sturgill to assist special task force of professional EMS members in acquisition of ambulance service in Fulton County, Georgia
- Team dynamics and collaboration on this project were successful
- Evaluated resumes, interviewed and presented qualified candidates to hiring managers and solicited feedback to refine recruiting strategy.
- Developed and maintained strong working relationships with executives, HR team and hiring managers to foster partnerships that produced consistent results.
- Acted as brand ambassador to educate candidates on culture, career growth, benefits and advantages of working for company.
- Reviewed employment applications and background check reports to facilitate hiring process.
- Optimized sourcing networks and used proactive methods to direct source candidates.
- Conducted compensation conversations with human resources and hiring managers to foster internal and external equity.
- Cooperated with company leaders in change management and talent solutions to gain competitive edge in job market..
- Evaluated patient vital signs and status to determine care needs using pulse oximeters and electronic vital sign machines.
- Maintained levelheadedness and efficiency in high-pressure situations, effectively prioritizing tasks to save lives and provide medical care.
- Conducted equipment and vehicle checks to maintain continuous and safe operation.
- Communicated with patients about pain, comfort and needs during transportation and preliminary medical care.
- Restocked ambulance with proper equipment such as vents, ET tubes, medication and IV pump tubing to maintain optimum inventory.
- Collaborated with medical professionals to communicate patient needs with accuracy and speed using hospital and medical codes.
- Triaged patients in emergency situations based on life-threatening needs and delegated tasks to better provide treatment to maximum patients at once.
- Administered emergency medication to patients, quickly responding to changes in conditions and medication reactions.
- Trained EMTs in basic life support skills, oxygen therapy, and wound care.
- Served as principal liaison between emergency medical response department and other city departments, public organizations and private agencies.
- Executed stomach suction, airway management and heart monitoring to treat patients.
- Quickly recognized patient needs based on conditions and administered medications per standing orders or under control of Medical Direction.
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Participated in team-building activities to enhance working relationships
- Developed team communications and information for meetings
- Prepared variety of different written communications, reports and documents
- Worked flexible hours across night, weekend and holiday shifts
- Created plans and communicated deadlines to complete projects on time
Education
Masters - Organizational Management, Human Capital
University of Phoenix
Tempe, AZ2011
Bachelor of Science - Criminal Justice Administration, Sociology/Psychology
University of Phoenix
Tempe, AZ2006
NEMT – Basic Certification, NREMT Achieved NEMTP – Paramedic Certification NREMT PARAMEDIC (Nationally Registered Paramedic) Achieved ACLS, PALS, BHTLS - Paramedic Sciences
Mississippi Gulf Coast Community College
Long Beach, MS1994
Skills
- Proactive and Self-Motivated
- Complex Problem-Solving
- Policy Interpretation
- Policy and Procedure Writing
- Analytical and Critical Thinking
- Training Development and Execution
- Logical and Methodical
- Patient and Empathetic
Timeline
Customer Service, Support/Billing
FedEx Freight
03.2021 - Current
CSR International/Liaison Representative
Harper Collins Publishers – International
10.2019 - Current
Collections
Genpact -Direct Energy
03.2019 - 09.2019
Finance Analyst
Genpact - GBB Analyst
11.2017 - 03.2019
Account Analyst / QC
Genpact -CVS Coram
11.2016 - 11.2017
Hospital Account Specialis
PATHS, LLC, Pocono Medical Center
05.2014 - 11.2016
Intake / Dispatcher
LIFESTAR RESPONSE OF NJ
04.2013 - 01.2014
Emergency Medical Dispatch
MOBILE MEDIC AMBULANCE/AMR SOUTH MISSISSIPPI, EMD
12.2012 - 05.2013
Audit Team Member, •Recruiter/Retention Specialist
FPS, Securigard, Inc
12.2011 - 06.2012
Government Contractor, Armed Security Officer
SECURIGUARD, INC
09.2009 - 12.2011
NREMT Paramedic / EMD SSCII 911 Dispatch
AMR - American Medical Response
01.1995 - 01.2022
Masters - Organizational Management, Human Capital
University of Phoenix
Bachelor of Science - Criminal Justice Administration, Sociology/Psychology
University of Phoenix
NEMT – Basic Certification, NREMT Achieved NEMTP – Paramedic Certification NREMT PARAMEDIC (Nationally Registered Paramedic) Achieved ACLS, PALS, BHTLS - Paramedic Sciences
Mississippi Gulf Coast Community College
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