Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Mariana Carbajal Siegfried

El Paso,Tx

Summary

Dedicated administrative professional with over 8 years of customer service experience successful in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Helpful candidate familiar with MS Office and EHR systems coupled with thorough knowledge of medical terminology. Committed to providing personalized service and quality patient care.

Overview

10
10
years of professional experience

Work History

Lead Customer Service Representative

Verizon
02.2018 - 10.2024
  • Reached top sales performance through effective upselling strategies
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Delivered constructive feedback enhancing team members' skills.
  • Offered proven sales techniques in group sessions increasing overall team performance
  • Engaged with bilingual customers in a fast-paced environment, efficiently managing multiple customer accounts and scenarios.
  • Drove team members towards exceeding organizational targets by fostering a culture of continuous improvement through consistent weekly updates and feedback.
  • Followed organizational standards in customer engagement
  • Facilitate onboarding process for new hires by ensuring supportive floor presence.
  • Mentor colleagues, aiming at skill improvement for better daily problem-solving.
  • Successfully resolved complex client issues through a proactive approach, building trust with customers, and ensuring their satisfaction.
  • Conducted follow-up calls post-purchase to verify satisfaction.
  • Utilized exceptional interpersonal skills by actively listening and responding appropriately to customer inquiries.
  • Exceptional skills in troubleshooting complex problems on customer calls and chats with the use of expert knowledge of Verizon operating systems and online tools.
  • Proficient in managing schedules, vacation meetings to adhere to daily schedules to meet efficiencies.
  • Participated in team meetings to discuss strategies for improving customer experience
  • Prioritized tasks to meet deadlines in a timely and effective manner.
  • Fostered a positive and motivating work environment, leading to an increase in team morale.
  • Accustomed to working rotating work schedules and shifts, including weekends and holidays.
  • Expert knowledge of Microsoft Office, Google Docs/Sheets.
  • Trained staff on operating procedures and company services.

ER Registrar

University Medical Center of El Paso
03.2015 - 02.2017
  • Managed approximately 30 plus incoming calls, emails, chats and faxes per day from customers
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Maintained current and accurate medical records for patients.
  • Transcribed phone messages and relayed to appropriate personnel.
  • Helped patients complete necessary medical forms and documentation.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Completed administrative patient intakes with case histories, insurance information and mandated forms.
  • Prepared and processed patient referrals and transfer requests.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Registered and verified patient records before triage with most up-to-date information.
  • Received and routed laboratory results to correct clinical staff members.
  • Utilized audits and controls to accurately manage cash.
  • Greeted visitors and initiated triage processes for clients to streamline patient flow.
  • Coordinated referrals through insurance and other medical specialists and documented details in patient charts.

Education

High School Diploma -

Preparatoria El Chamizal
Ciudad Juarez
07-2010

Skills

  • Time management
  • Bilingual (English /Spanish)
  • Flexibility
  • Analytical & problem-solving ability
  • Critical Thinking
  • Organizational Skills
  • Training & Development
  • Microsoft Office
  • Product and service knowledge
  • Strong Work Ethic
  • Flexible schedule
  • Team leadership
  • Effective Leadership
  • Sales Coaching
  • Account management
  • Administrative support
  • HIPAA compliance
  • Medical terminology
  • Policy adherence
  • Medical billing
  • Multitasking and organization
  • Records maintenance

Languages

Spanish
Native or Bilingual

Timeline

Lead Customer Service Representative

Verizon
02.2018 - 10.2024

ER Registrar

University Medical Center of El Paso
03.2015 - 02.2017

High School Diploma -

Preparatoria El Chamizal

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