MAYRA OSORIO

Orange

• Led resolution of complex customer inquiries, improving overall satisfaction rates.
• Mentored junior representatives, enhancing team performance and service quality.
• Developed training materials for new staff on customer service protocols and best practices.
• Implemented process improvements that reduced response times for customer issues.
• Utilized CRM software to track interactions, ensuring accurate documentation and follow-up actions.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
• Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
• Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
• Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• CalOptima Health - Temp
• Handled customer inquiries and suggestions courteously and professionally.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Investigated and resolved customer inquiries and complaints quickly.
• Met customer call guidelines for service levels, handle time and productivity.

• Conducted primary source verifications such as background checks and board certifications.
• Received and evaluated applications to look for missing and inaccurate information, once completed used Smartsheets for note taking.
• Obtained NPI numbers for 80 providers and facilities and updated existing profiles.
• Improved office efficiency by effectively managing internal communications and correspondence.
• Monitored credentials and contacted practitioners when expiration dates were nearing.
• Finalized and processed enrollment applications.
• Upload and verify applications to MD Staff Software.
• Update all provider data into MD Staff Software
• Conduct calls to payor using contact sheet; Microsoft OneNote

• Received and evaluated 30 applications to look for missing and inaccurate information
• Prepared records for site visits and file audits
• Conducted primary source verifications such as background checks and board certifications
• Obtained NPI numbers for providers and facilities and updated existing profiles
• Contacted insurance carriers to obtain information regarding denials
• Monitored credentials and contacted practitioners when expiration dates were nearing
• Assisted clients with completion of applications and paperwork
• Reviewed statistic enrollment data and prepared reports
• Updated, entered and reviewed customer data using Excel Spreadsheets

• Collaborated with sales and marketing departments and other business units to address indications of improper sales practices and market conduct violations.
• Identified potential areas of compliance vulnerability and risk to develop and implement corrective action plans.
• Managed quality programs to reduce overdue compliance activities.
• Gathered, organized and evaluated data to make accurate assessments of current operations.
• Used Excel sheets to create reports to keep senior management informed of operations and progress of compliance efforts.
• Assessed and resolved customer service problems and executed solutions and used Salesforce Software to document.
• Contacted customers to resolve account delinquency status while minimizing company interest losses.
• Worked independently and in team environment and inspired fellow employees to engage in high-performing and values-based culture.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Recommended products to customers, thoroughly explaining details.
• Educated customers about billing, payment processing and support policies and procedures.
• Handled customer inquiries and suggestions courteously and professionally.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Responded to customer requests for products, services, and company information.
• Reached out to customers after completed sales to suggest additional service or product purchases.

• Prepared for trials by organizing exhibits and other key evidence.
• Worked with attorneys, administrative assistants and fellow legal assistants.
• Contacted clients to schedule appointments and discuss progress of cases.
• Filed all court documents on behalf of attorneys.
• Met with clients to update them on progress of cases.
• Produced legal documents such as briefs, pleadings and appeals.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.