Passionate about customer satisfaction with over 20 years of progressive leadership experience. Adept at partnering with cross-functional teams to drive performance management and operational improvements. Possesses strong organizational and interpersonal skills, coupled with the ability to speak and write fluently in Spanish. A knowledgeable and dedicated customer service professional with extensive experience in Banking, Logistics, and the Healthcare industry. A solid team player with an outgoing, positive demeanor and proven ability to establish rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializes in quality, speed, and process optimization. Articulate, energetic, and results-oriented with a passion for developing relationships, cultivating partnerships, and growing businesses. Recognized for exceptional sales performance and employee development, fostering a culture of excellence and continuous improvement
Hi, I’m
MARISELA CASTAÑEDA
Virginia Beach,VA
Summary
Overview
21
years of professional experience
1
Certification
Work History
Renewed Foundations Mental Health Services / All Heart Psychiatry
Medical Office Manager
04.2023 - 11.2024
Job overview
- Managed two mental health facilities, each with distinct policies and procedures.
- Efficiently managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Successfully led the EHR (Electronic Health Record) Project Upgrade in March 2024, seamlessly transitioning over 500 patient documents from Tebra to Athena.
- Optimized office space utilization during the office expansion in September 2024, resulting in a more efficient and productive medical work environment.
- Maintained strict confidentiality of sensitive patient information, adhering to HIPAA guidelines and safeguarding against potential data breaches.
- Enhanced preceptorship process negotiated prices with third parties, performed interviews and reduced onboarding time for new nurses.
- Provided exceptional customer service when addressing patient inquiries, requests or concerns via phone calls, text or email correspondence.
- Organized accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Contributed in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
- Successfully led the EHR (Electronic Health Record) Project Upgrade in March 2024, seamlessly transitioning over 500 patient documents from Tebra to Athena.
- Optimized office space utilization during the office expansion in September 2024, resulting in a more efficient and productive medical work environment.
- Maintained strict confidentiality of sensitive patient information, adhering to HIPAA guidelines and safeguarding against potential data breaches.
- Enhanced preceptorship process negotiated prices with third parties, performed interviews and reduced onboarding time for new nurses.
- Provided exceptional customer service when addressing patient inquiries, requests or concerns via phone calls, text or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
DB Schenker
Freight Audit and Billing Analyst
01.2021 - 04.2023
Job overview
- Ensured the quality and accuracy of air freight billing for the AWS account, managing multiple international shipment legs.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of the billing process.
- Audit and bill airfreight invoices while analyzing service contracts, tariffs, and agreements relevant to policy and procedure.
- Shipment data entry and billing to customers and freight forwarding warehouses in the transport management system.
- Responsible for analyzing and problem-solving EDI rejections within department, account manager, collections department and other parties for account reconciliation.
- Proactively reported and communicated weekly and monthly invoicing deadlines to international teams, ensuring compliance with the client's payment processing agreements.
CMA CGM
Import/Export Customer Service Representative
07.2018 - 05.2020
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed incoming calls and completed export bookings for shipments to South America and the Caribbean Islands.
- Translated customer requests to resolve issues by escalating to management or the appropriate department.
- Solely managed the Import Inbox for North South Desk, responding promptly to customer inquiries.
- Assisted customers with the release of cargo at the destination.
- Managed multiple daily reports.
- Worked on the Import Premier Team, responsible for managing all imports from large Fortune 500 companies.
- Volunteered to support Walmart Bids in 2019, contributing to the bidding process by providing administrative assistance and ensuring timely submissions.
- Volunteered to manage the backlog of the IBVC inbox, addressing and resolving rate and billing disputes through coordination with relevant departments, ensuring timely responses.
- Received multiple on-the-spot awards for exceptional customer service and teamwork.
Wells Fargo
Lead Bank Teller
11.2016 - 07.2018
Job overview
- Assisted management with daily opening/closing procedures as well as training new hires with policy and procedures.
- Delivered exceptional customer experiences in every interaction, while deepening customer relationships with both new and existing services.
- Conducted precise, high-volume money counts manually and with machines.
- Managed high-volume transactions during peak periods, maintaining composure under pressure.
- Handled the purchase and sale of foreign currency transactions.
- Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
- Nominated for a STARS Award for demonstrating exemplary leadership and team-building skills to enhance customer experience.
- Mentored new hires, facilitating their onboarding process and fostering a positive team environment.
Comcast Cable
Customer Account Executive
05.2014 - 06.2016
Job overview
- Mastered and constantly improved in sales techniques, including prospecting, proposal, exceptions, closing, follow-up and upsell.
- Responsible for the assurance of a swift resolution of customer issues in order to preserve customer loyalty, while complying with company policies
- Leveraged knowledge of company services, familiarity with industry competitors and persuasive communication style to prevent customers from ending or downgrading services
- Collected and analyzed data to learn more about consumer behavior.
- Secured on-time payments and collected on delinquent accounts with tailored payment plans.
JPMorgan Chase Bank
Branch Manager
09.2011 - 05.2013
Job overview
- Enhanced branch production rates by resolving staff conflicts, conducting evaluations, managing hiring and termination processes, coaching employees on company protocols, and overseeing payroll operations.
- Oversaw a $20M branch, managing P&L, ensuring profitable growth, maintaining credit quality, and controlling expenses.
- Leveraged effective networking to identify and capitalize on community business opportunities.
- Originated personal loans and mortgages, monitored audit and compliance functions, and enhanced customer relations.
- Surpassed corporate objectives for all quarters in areas including Checking, Savings, Business, Deposits, and Profitability.
- Achieved and surpassed scores of 97% or higher on all internal and external audits.
- Consistently maintained customer experience ratings at 95% or higher.
- Engaged employees in business processes using positive motivational techniques.
- Supportively led a team of 12, consistently enhancing performance and efficiency to maximize operational results.
TCF National Bank
Branch Manager II/ Vice President
03.2004 - 09.2011
Job overview
- Managed a $105M branch with a staff of 14, serving as the go-to person for banking queries and assisting underperforming accounts in the region.
- Efficiently and effectively managed two in-store branch locations, maintaining daily operations in line with the bank's objectives.
- Delivered superior customer relations, conducted audits, and fostered a sales and service culture through coaching, guidance, and staff motivation.
- Fostered employee development and promoted management staff from within.
- Directed and led employees to maximize productivity and bottom-line profitability.
- Leveraged effective networking to identify and seize community business opportunities.
- Achieved and exceeded scores of 95% or higher on all internal and external audits.
- Evaluated employee performance through regular assessments and feedback, identifying areas for improvement. Developed and implemented customized improvement plans, including training, mentorship, and goal-setting, to enhance individual and team productivity.
- Honored as a member of the Corporate VIP Club for exceptional sales performance and awarded an all-expenses-paid trip to Mexico.
- Multiple recipient of the monthly "Above and Beyond" award for exemplary customer service and recognized as a "Top Performer."
Education
ECPI UniversityVirginia Beach, VA
Bachelor of Science from IT, Software Development & Coding
12-2026
University Overview
Pursuing a 2nd Bachelor's with a IT Project Management Track
Robert Morris UniversityChicago, IL
Bachelor of Science from Business Administration And Management
09-2010
University Overview
Skills
- Leadership & Management: Leadership Skills, Staff Management, Team Building, Team Coaching & Development, Operational Improvement
- Customer Service & Communication: Call Center Customer Service, Customer Experience Optimization, Customer Service and Communication Skills, Complaint Resolution, Client Relations, Conflict Resolution
- Sales & Competitive Edge: Sales, Competitive, International Sales Support, Key Performance Indicators (KPIs)
- Technical Proficiency: Microsoft Office, Excel, Microsoft Outlook, Rapid 10-Key Data Entry, Data Analysis
- Quality Control & Auditing: Quality Control, External Audits
- Logistics & Scheduling: Logistics, Scheduling, Import Requirements Knowledge, Project Management
- Multilingual: Spanish Speaking
- Coaching & Mentorship: Coaching
Certification
Salesforce
Timeline
Medical Office Manager
Renewed Foundations Mental Health Services / All Heart Psychiatry
04.2023 - 11.2024
Freight Audit and Billing Analyst
DB Schenker
01.2021 - 04.2023
Import/Export Customer Service Representative
CMA CGM
07.2018 - 05.2020
Lead Bank Teller
Wells Fargo
11.2016 - 07.2018
Customer Account Executive
Comcast Cable
05.2014 - 06.2016
Branch Manager
JPMorgan Chase Bank
09.2011 - 05.2013
Branch Manager II/ Vice President
TCF National Bank
03.2004 - 09.2011
Salesforce
ECPI University
Bachelor of Science from IT, Software Development & Coding
Robert Morris University
Bachelor of Science from Business Administration And Management
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