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A motivated, resilient and compelling individual who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve goals. While having a professional appearance and a respectful, business-like manner. I am a service orientated professional who is confident when handling complaints, inquires and communication.
Client Services Manager providing leadership to Job titles and serving as escalation point for clients and internal departments. Provide senior leadership and internal stakeholders with updates and status reports. Delivers excellent client services while building and maintaining client relationships. Strong people management skills coach, lead and develop employees.

Dedicated professional with extensive skills in customer service, sales, and administrative support. Proficient in Microsoft Office Suite, including Excel and Word, with strong computer literacy and IT skills. Demonstrates exceptional organisational abilities, time management, and communication skills. Adept at data entry and customer support with a focus on delivering excellent service. Career goal includes leveraging expertise to enhance operational efficiency in a dynamic environment.

Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.

Strong compassionate client service manager for which duties include direct management of employee charts, payroll, scheduling of all disciplines. New employee onboarding orientation, tablet and application set up for daily workflow requirement needs. Preparation of face-to-face spreadsheet. Processing/scheduling face to face evaluations with nurse practitioners as well as medical directors. License verification, renewal License following up. Coordinating completion of all Bayada University training modules. Answering incoming calls. Assisting with reorder request of medical supplies and medication needs. Communication with durable medical equipment company regarding equipment and delivery time inquiries. Running weekly IDG reports, running weekly IDG meetings as well as scribing meeting notes. Preparation of respite, travel, and inpatient contracts between Bayada and potential facilities. Ordering and maintaining office supplies and equipment. Working billing error reports. Handling of mail. Processing interoffice bills. Processing of patient invoices. Referral entry, insurance verification. Verification of signed documents and attachment to patient charts. Administrator on call weekend coverage. Preceptor training support of CSM in training as well as office support training. Direct daily communication with director, medical director, office, and field staff as well as patients and their families. Monitoring incoming faxes with distribution of faxes received to the appropriate persons/department. Maintaining current census spreadsheet.

 Accomplished professional with extensive expertise in client relationship management and business process improvement. Demonstrates proficiency in Microsoft Office Suite, CRM software, and e-commerce systems, ensuring data accuracy and compliance. Skilled in team leadership, training and mentoring, with a results-driven approach to service delivery improvement. Adept at analytics and reporting tools, performance metrics evaluation, and risk assessment techniques. Committed to enhancing customer retention strategies through compassionate customer service and assertive client advocacy. Career goal: to leverage technical support training and decision-making aptitude to drive business success. 

MARLENE SERRANO

Summary

Overview

Work History

Client Services Manager

Customer Service Representative

Housekeeping Supervisor

Housekeeping Staff

Catering Assistant

Profesional en Recursos Humanos

Education

Bachelor S Degre in Human Resources - Human Resources Management

Administrative Management - Human Resources Management

in Human Resources Administration - Human Resources Training

Skills

Timeline

Client Services Manager

Customer Service Representative

Housekeeping Supervisor

Housekeeping Staff

Catering Assistant

Profesional en Recursos Humanos

Bachelor S Degre in Human Resources - Human Resources Management

Administrative Management - Human Resources Management

in Human Resources Administration - Human Resources Training

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