Neetchy Ferdinand
Lutz,FL
Summary
I am a hardworking and professional individual who possesses great people skills, excellent file management, and a deep understanding of the importance of maintaining strong internal and external relationships. I excel at following procedures and can handle questions and concerns independently. With experience in electronic recordkeeping and documentation, I am a dedicated employee known for my punctuality and ability to provide excellent customer service with a positive attitude. Others recognize me for my attention to detail, goal-oriented mindset, tenacity, and concern for customer satisfaction. I am dedicated to achieving efficiency and maintaining workflow in both customer service and inner-company operations.
Overview
9
9
years of professional experience
Work History
Customer Service Intake Representative
Evicore
Remote, FL
04.2022 - Current
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Consistently achieved high-quality scores, including platinum level, demonstrating a commitment to excellence in the job role
- Provided exceptional customer service by delivering professional, accurate, and courteous information to all callers
- Collaborated with sites, patients, and physician’s offices to investigate and resolve pre-certification questions or concerns, ensuring a seamless experience for patients and preempting potential issues
- Promptly transfer Review of Services calls which cannot be completed via the formal script to a Clinical Reviewer or Medical Reviewer for completion
Operations Coordinator
Fed Ex Ground
Tampa, FL
07.2021 - 03.2022
- Performed statistical analyses to gather data for operational and forecast team needs.
- Reviewed operations reports to understand numbers and trends.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Lead and manage a team of Operations Administrators to ensure compliance with processes and standards.
- Provide training and support to Operations Administrators on processes related to missing packages and disputed deliveries
- Monitored service-related metrics to identify areas for improvement and take appropriate action
- Enhance customer satisfaction and service quality by taking initiative to improve delivery instructions and promptly resolve customer complaints
- Maintain Department of Transportation (DOT)-required files
- Conduct and document business discussions with independent service providers
Senior Operations Administrator
Fed Ex Ground
Tampa, FL
10.2020 - 07.2021
- Coordinated, planned and oversaw operational, strategic and administrative programs and projects.
- Research missing packages and provide root cause analysis
- Generate real-time insights to improve business performance through reporting and data analytics
- Provide internal and external customer service exceeding service level agreement and quality assurance standards
- Coordinate daily operations and communicate performance issues to Operations management
- Ensure accuracy of data and metrics by validating and auditing systems of record
- Assist management with Business Control Self-Assessment (BCSA) audit activity
Operations Administrator II
Fed Ex Ground
Tampa, FL
08.2019 - 10.2020
- Identify and resolve issues with damaged or incorrectly addressed packages to ensure timely and accurate deliveries
- Handle various tasks and changing priorities, while maintaining a high attention to detail and accuracy to achieve daily assignments and goals
- Utilize internal software to manage delivery schedules, resolve disputes, and maintain accurate records for all packages.
Operations Administrator I/HR
Fed Ex Ground
Tampa, FL
06.2017 - 08.2019
- Conduct interviews and ensure proper ongoing file maintenance and disposition of all applicants.
- Manage I9 completion and ensure compliance.
- Assist employees with HR needs such as, but not limited to: direct deposit, update personal information, resetting passwords, online job applications, etc.
- Coordinates and facilitates fully cycle recruiting, new hires’ orientation, and ensures accurate new hire paperwork completion and creation of employee file.
- Audit HR files and boards to ensure BSCA test compliance.
- Provide clerical support to various management and operation functions, including, but not limited to: photocopying, filing, faxing, emailing, and dialing and answering phone calls.
- Ensures proper process administration and compliance with company policy and procedures.
Package Handler
Fed Ex Ground
Tampa, FL
10.2014 - 06.2017
Education
Associate of Arts - Liberal Arts And General Studies
Hillsborough Community College
Tampa, FLBootCamp - Data Analytics
University of South Florida
Tampa, FL07.2023
Skills
- Bilingual
- Customer Service
- Scheduling
- Team Player
- Responsible
- Strong Organizational Skills
- Time management
- Record maintenance
- Data management
Timeline
Customer Service Intake Representative
Evicore
04.2022 - Current
Operations Coordinator
Fed Ex Ground
07.2021 - 03.2022
Senior Operations Administrator
Fed Ex Ground
10.2020 - 07.2021
Operations Administrator II
Fed Ex Ground
08.2019 - 10.2020
Operations Administrator I/HR
Fed Ex Ground
06.2017 - 08.2019
Package Handler
Fed Ex Ground
10.2014 - 06.2017
Associate of Arts - Liberal Arts And General Studies
Hillsborough Community College
BootCamp - Data Analytics
University of South Florida
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