Nailin Madrid
Albuquerque,NM
Summary
Dedicated customer service professional with strong problem-solving and multitasking abilities. Committed to ensuring compliance and maintaining accurate records, driving enhanced customer satisfaction.
Proactive professional known for exceptional customer service and compliance with HIPAA regulations. Experienced in managing high call volumes and maintaining accurate documentation. Aiming to enhance patient experience and operational efficiency.
Overview
13
13
years of professional experience
Work History
Service Fulfillment
Molina Healthcare
10.2018 - 02.2026
- Educated patients on healthcare services, eligibility, and claims processes to enhance understanding.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Resolved customer inquiries efficiently through active listening and effective communication techniques.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
Sales Associate
D&J Auto Sales
11.2017 - 03.2018
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Provided positive first impressions to welcome existing, new, and potential customers.
Customer Service Representative
SITEL Worldwide
08.2013 - 10.2016
- Managed high call volumes while maintaining quality standards and adherence to protocols.
- Utilized CRM software to track interactions and ensure accurate documentation of customer requests.
- Implemented feedback mechanisms to gather insights, driving continuous improvement initiatives.
- Analyzed customer feedback to identify trends and recommend improvements in service delivery.
Education
General Studies
University of New Mexico
Albuquerque, NM08-2016
Skills
- Computer skills
- Multitasking
- Customer service
- Problem-solving
Accomplishments
Achieved the Spots Light award for the fall term 2024
- Promoted products and encouraged customers to upgrade their existing product plans.
- Achieved production through effectively helping with voicemails, emails, text message, overall all communications for members.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Service Fulfillment
Molina Healthcare
10.2018 - 02.2026
Sales Associate
D&J Auto Sales
11.2017 - 03.2018
Customer Service Representative
SITEL Worldwide
08.2013 - 10.2016
General Studies
University of New Mexico