Summary
Overview
Work History
Education
Skills
Timeline
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NADYABELLE VAZQUEZ DIAZ

Orlando,FL

Summary

Medical Secretary.Demonstrated experience handling time-sensitive and confidential informationComputer skills: Windows, Excel, Word and web-based applications Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives.

Overview

9
9
years of professional experience

Work History

CSR and Call Center

Central Florida Expressway Authority
12.2023 - Current
  • Provided customer service support to customers over the phone and by email
  • Handled customer inquiries and complaints in a timely manner
  • Identified customer needs and provided appropriate solutions
  • Processed orders, forms, applications, and requests
  • Researched required information using available resources
  • Followed up with customers to ensure their satisfaction
  • Maintained records of customer interactions, transactions, comments, and complaints
  • Gathered feedback from customers regarding products and services
  • Analyzed call trends to identify areas of improvement for customer service processes
  • Collaborated with other teams within the organization to resolve complex issues related to customers' accounts
  • Documented all conversations with customers in CRM software according to company standards
  • Provided guidance on product features and benefits as well as troubleshooting techniques
  • Participated in team meetings or training sessions when necessary
  • Adhered to company's established protocols for handling confidential data
  • Managed multiple tasks simultaneously while providing excellent customer service experience
  • Consulted with customers regarding needs and addressed concerns
  • Educated customers on special pricing opportunities and company offerings
  • Asked probing questions to determine service needs and accurately input information into electronic systems
  • Processed customer account changes with proprietary software
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service
  • Answered inbound calls, chats and emails to facilitate customer service
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Assistant Commercial Manager

A to Z Insurance LLC
01.2019 - 07.2023
  • Engaged customers and provided high level of service by carefully explaining details about documents
  • Analyzed customer needs and provided best options, upselling products and services
  • Supported customers with individualized support and broad knowledge of company products to bring targeted services to individuals with varying needs
  • Received underwriting approvals after accurately completing applications for insurance coverage
  • Coordinated appointments and consultations with clients to identify individual needs and gain better understanding of overall financial situations
  • Generated new leads and identified potential clients by using successful direct marketing strategies
  • Drove client retention by increasing savings opportunities and identifying premium discounts
  • Improved office operations continually by maintaining records, tracking data and promoting internal communications
  • Diligently filed and followed up on third party claims
  • Increased data collection accuracy by recording client account information with zero discrepancies.

Customer Service Cashier

Pay Smart
09.2016 - 05.2019
  • Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution
  • Greeted customers and responded to informational requests
  • Processed credit card, EBT and gift certificate payments in electronic computer systems
  • Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals
  • Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking
  • Redeemed coupons and cross-sold products to maintain customer satisfaction levels
  • Refilled and rotated items on shelves to maintain well-stocked inventory.

Associate Cashier

Walmart
05.2015 - 10.2015
  • Assist customers by providing information and resolving their complaints
  • Count money in cash drawers at the beginning of shifts
  • Experience with Cash registers, Credit card readers.

Education

Medical Secretary -

Puerto Rico Children's Hospital Bayamón
Bayamón, PR

Associate of Science -

Nova College De Puerto Rico
Bayamon, PR

Skills

  • Maintains strict confidentiality
  • Medical Manager Software
  • Bilingual
  • ICD-9 coding
  • Cross-selling and upselling
  • CPT and HCPCS coding
  • Customer follow-up
  • Internal medicine billing
  • Client account management
  • HHM and Medisoft billing systems
  • Client retention
  • HIPAA compliance
  • Multitasking
  • Medical billing software
  • Data management
  • Team player with positive attitude
  • Fluent in Spanish
  • Good written communication
  • Problem resolution
  • Exercises good judgment
  • Time management
  • Paperwork Processing
  • Account updating
  • Scheduling
  • Inbound and Outbound Calling
  • Call Management
  • Data Collection
  • Data Entry
  • Information Security
  • Customer Relationship Management (CRM)
  • Coordination
  • Credit card payment processing
  • Sales expertise
  • Microsoft Office expertise
  • Document Control

Timeline

CSR and Call Center

Central Florida Expressway Authority
12.2023 - Current

Assistant Commercial Manager

A to Z Insurance LLC
01.2019 - 07.2023

Customer Service Cashier

Pay Smart
09.2016 - 05.2019

Associate Cashier

Walmart
05.2015 - 10.2015

Associate of Science -

Nova College De Puerto Rico

Medical Secretary -

Puerto Rico Children's Hospital Bayamón

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NADYABELLE VAZQUEZ DIAZ