Michelle Medina
Palmetto Bay,FL
Summary
Bilingual professional with advanced Spanish and native English proficiency, bringing a strong background in audit processes, customer service, and team leadership within diverse environments. Experienced in providing internal audit support, ensuring compliance with policies and procedures, and maintaining accurate reporting statistics. Proven track record in processing insurance claims, optimizing billing procedures, and training staff on best practices, leading to increased efficiency and higher patient satisfaction. Skilled in collaborating with cross-functional teams to identify areas of opportunity, enhance call monitoring, and communicate audit findings effectively to management. With technical expertise in software development and agile methodologies, I am committed to delivering exceptional results and fostering strong relationships between Corporate Audit and Contact Center operations to drive continuous improvement.
Overview
16
16
years of professional experience
Work History
Personal Vacation Planner
Carnival Cruise Line
01.2022 - Current
- Provided customers with the best deals and well-researched travel options, successfully showing value while improving customer satisfaction ratings.
- Extensive knowledge of Carnival cruise products, itineraries, and promotions.
- Expertise in navigating booking systems and processing reservations accurately and efficiently.
- Ability to multitask and prioritize in a fast-paced environment while maintaining attention to detail.
- Arranged travel accommodations for groups, couples, solo travelers, and special needs clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure future bookings.
- Developed a loyal clientele base due to excellent listening and research skills and a keen understanding of travel budgets.
- Followed up with customers to increase customer service with travel plans.
Office Manager
Bravo Dental
01.2021 - 01.2022
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and providers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Demonstrated strong billing and administrative skills settling large account balances and increasing production.
Junior Android Developer/Office Manager
X-Phone Software, Inc.
01.2017 - 01.2021
- Devised documentation for each app, detailing operation aspects, functions, capabilities and features.
- Managed office operations, including billing, administrative tasks, and customer service, maintaining professionalism and efficiency.
- Developed mobile applications using agile methodologies, ensuring seamless user experience across devices.
- Utilized communication skills in design meetings and scrum calls, facilitating effective collaboration.
- Worked with several third-party libraries such as Retrofit, Dagger, Admob, and more
- Used several collaboration tools such as Slack, Jira, Github
Insurance Coordinator
Miami Center for Cosmetic and Implant Dentistry
01.2016 - 01.2017
- Prepared insurance claims for submission to clearinghouses or insurance companies.
- Filed and tracked insurance claims and communicated claims status to patients.
- Obtained prior authorization and precertification for outpatient procedures.
- Obtained data such as patient, insurance ID, insurance provider and medical codes to properly file insurance claims.
- Referenced monthly aging reports to follow up on unpaid claims and obtain maximum reimbursement.
- Achieved revenue goals by managing collections and accounts receivables, referral process, and insurance billing.
- Verified insurance and communicated coverage to staff and patients.
- Coordinated with contracting department to resolve payer issues.
Office Manager
Ernesto J. Perez
01.2013 - 01.2014
- Managed office operations, improving patient volume and profitability through effective leadership.
- Trained staff on patient evaluation techniques and insurance procedures, enhancing productivity.
- Maintained high patient satisfaction through team work and professional development initiatives.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
Assistant Manager
Daniel Santoyo
01.2009 - 01.2012
- Processed insurance claims and assisted with dental procedures, demonstrating strong organizational and technical skills.
- Trained in digital radiography and dental equipment sterilization procedures.
Administrative Assistant
John A. Serpa
01.2009 - 01.2012
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
Education
A.A. Computer Science -
Miami Dade College
Android Nanodegree - undefined
Udacity
Android Basics Nanodegree - undefined
Udacity
Bachelor of Science - Accounting And Business Management
Western Governors University
07-2026
B.S. Business Administration-Management - undefined
WGU
10.2024
Skills
- Navigator
- Siebel
- Teams
- Groups/Launchpad
- Java/Oracle
- XML
- JSON
- HTML
- GSON
- Retrofit
- Dagger
- Sqlite3
- ViewModel
- Admob
- Microsoft Excel
- Microsoft Word
- Exceptional communication
- Administrative tasks
Personal Information
Carnival Personal Vacation Planner
Timeline
Personal Vacation Planner
Carnival Cruise Line
01.2022 - Current
Office Manager
Bravo Dental
01.2021 - 01.2022
Junior Android Developer/Office Manager
X-Phone Software, Inc.
01.2017 - 01.2021
Insurance Coordinator
Miami Center for Cosmetic and Implant Dentistry
01.2016 - 01.2017
Office Manager
Ernesto J. Perez
01.2013 - 01.2014
Assistant Manager
Daniel Santoyo
01.2009 - 01.2012
Administrative Assistant
John A. Serpa
01.2009 - 01.2012
Android Nanodegree - undefined
Udacity
Android Basics Nanodegree - undefined
Udacity
B.S. Business Administration-Management - undefined
WGU
A.A. Computer Science -
Miami Dade College
Bachelor of Science - Accounting And Business Management
Western Governors University
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