NAYROBI MEZA
Pembroke Pines
Summary
Dynamic retention specialist with proven success at Cano Health, adept at resolving complex member issues and enhancing satisfaction. Skilled in CRM systems and insurance eligibility verification, I leverage analytical insights to implement effective retention strategies, fostering loyalty and trust. Strong communicator with a commitment to excellence in service delivery.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Retention Specialist
Cano Health
Miami
06.2021 - Current
- Resolve member inquiries, complaints, and service-related concerns, promoting high satisfaction and loyalty.
- Handle member grievances and appeals, conducting full investigations and ensuring timely and compliant resolution per Medicare/Medicaid guidelines.
- Analyze patient feedback and service history to recommend effective retention strategies.
- Investigate cases using EMR systems and internal documentation tools.
- Review insurance eligibility, referrals, and authorizations to coordinate appropriate care.
- Collaborate with cross-functional teams (clinical, administrative, insurance) to resolve complex member issues.
Senior Sales Associate
GAP
Pembroke Pines
02.2016 - 09.2020
- Delivered personalized customer service in a high-traffic retail environment.
- Processed daily online orders and ensured order fulfillment accuracy.
- Supported the store team in merchandising, inventory, and task execution.
- Promoted teamwork and efficiency in meeting daily store goals.
Customer Service Representative
Office of Seized Property
Santo Domingo
09.2013 - 11.2015
- Resolved client complaints and provided assistance via phone, email, and in-person.
- Assisted clients with legal cases related to seized assets.
- Managed data entry and weekly processing of official documentation.
- Delivered courteous and professional service in sensitive government-related matters.
Customer Service Representative
Utah Language Services
Santo Domingo
02.2008 - 08.2010
- Provided support to students and faculty regarding course materials and scheduling.
- Processed requests for study materials and coordinated deliveries.
- Organized monthly orientation workshops for new students.
- Maintained excellent communication and administrative support.
Education
Bachelor’s Degree - Journalism & Communications
Universidad Organización y Método (O&M)
Santo Domingo, DR01.2013
Skills
Member retention
- CRM Systems: Salesforce, Syncresy
- Clinical Software: eClinicalWorks (eCW), Electronic Medical Records (EMR/EHR)
- Insurance Portals: Availity, Aetna, Cigna, UnitedHealthcare, Freedom, Optimum, Oscar, Solis, UnitedHealthcare Preferred, Doctors Health Plan, HealthSun, CarePlus
- Medical Office Skills: Insurance eligibility verification, uploading eligibility to eCW, patient data entry, appointment scheduling and rescheduling, billing systems
Certification
- Member, School of Dominican Journalists
- Nash Academy — Santo Domingo, DR, Certificate in Make-up Artistry (2015)
Languages
Spanish: Native, English: Fluent
References
Available upon request.
Timeline
Retention Specialist
Cano Health
06.2021 - Current
Senior Sales Associate
GAP
02.2016 - 09.2020
Customer Service Representative
Office of Seized Property
09.2013 - 11.2015
Customer Service Representative
Utah Language Services
02.2008 - 08.2010
Bachelor’s Degree - Journalism & Communications
Universidad Organización y Método (O&M)
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