Neribel Suarez
Atlantic Beach
Summary
Team Leader experienced in directing activities in a virtual setting and training employees. Customer-focused professional with a successful 10+ years career in costumer service. Dynamic, successful applying excellent intrapersonal skills in busy business environment.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Bilingual Call Center Lead Supervisor
Access2care Non-Emergency Medical Transportation
07.2024 - Current
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Overseeing daily operations by ensuring quality and performance standards are met.
- Track key performance indicators (KPIs) like call abandonment rate, average call handling time, and customer satisfaction scores to evaluate team performance and identify areas for improvement.
- They monitor call quality, identify areas for improvement, and implement strategies to enhance service quality.
- Manage schedules, attendance, and workload distribution within the team.
- Work along management to set performance reports.
- Collaborated with Innovative Solutions Managers and other departments to develop solutions for resolving recurring customer issues,that cannot be resolved by other agents, ensuring a positive resolution and customer satisfaction.
- Participating in virtual meetings with the operations team to ensure compliance with service level agreements for health plans.
Call Center Bilingual Supervisor
Access2Care
11.2022 - 07.2024
- Trained team members on performance metrics and consumer behavior identification.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Utilized bilingual abilities to translate documents and correspondence for colleagues, enhancing internal communication processes within the organization.
- Developed process controls and metrics for daily management of call center.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
NEMT Trainer
Access2Care
01.2022 - 11.2022
- Create a virtual classroom environment
- Get new hires onboarding forms
- Presenting training material in a Teams meeting
- Use digital tools to help new hires understand each concept by modeling f how to fully leverage the company's technology
- Evaluate trainees performance and record improvement scores
- Order new hire's equipment
- Submit Time exception forms
- Perform mock and live assisted calls with new hires
Member Service Representative
Access2Care
09.2021 - 01.2022
- Answer incoming calls from clients and patients
- Resolve customer concerns, questions or needs the first time they call, with no follow-up required.
- Scheduled trips to and from non emergent medical appointments
- Ensured that members and providers will receive the appropriate levels of service and other services while are following each healthplan protocols
Medical Billing and Coding Capstone Student
Florida Technical College
08.2020 - 03.2021
- Abstract information from medical records and assign standard codes using CPT and ICD-10-CM.
- Simulation experience on in and out patient coding procedures for all areas of CPT manual.
- Analyzed patient health records to identify principal or first listed and secondary diagnoses.
- Simulation experience on billing for any durable medical supplies using HCPCS Manual.
Toddler Lead Teacher
Atlantic Beach KinderCare
03.2017 - 03.2020
- Monitored students' educational progress with individual charts and files.
- Assisted and supervised 4 to 8 children through the entire day.
- Maintained a safe play environment by emphasizing and maintaining cleanliness and organization.
- Prepared, served and cleaned up daily meals for children.
- Communicated openly with children's parents about daily activities and behaviors.
- Engaged with children on an individual basis in a pleasant manner.
Housekeeping Supervisor
One Ocean Resorts and Spa
10.2011 - 04.2017
- Recruited and trained new members of guest service team
- Successfully managed room attendants activities so all rooms were finished on time.
- Managed documentation of and training on production procedures and work instructions.
- Routinely inspect rooms before turning them to guests
- Directed team of 20 personnel in busy hotel with 193 rooms
Education
Diploma - Medical Billing And Coding
Florida Technical College
Lakeland, FL05.2021
Child Development Associate - Early Childhood Education
Waldorf College
Forest City, IA07.2019
High School Diploma -
Carmen Belen Veiga
Juana Diaz, PR2006
Skills
- 10 Years of Costumer Service
- Speak, write and read English and Spanish fluently
- Front Desk/Call center experienced
- ICD-10-CM and medical terminology proficiency
- Computer proficient
- Microsoft Office experience
- Collaborating and working well together with others
- Multitasking Abilities
- Proficient in using Microsoft Teams
Certification
- National Certified Insurance & Coding Specialist
- First Aid/CPR Certified
- Child Development Associate
Timeline
Bilingual Call Center Lead Supervisor
Access2care Non-Emergency Medical Transportation
07.2024 - Current
Call Center Bilingual Supervisor
Access2Care
11.2022 - 07.2024
NEMT Trainer
Access2Care
01.2022 - 11.2022
Member Service Representative
Access2Care
09.2021 - 01.2022
Medical Billing and Coding Capstone Student
Florida Technical College
08.2020 - 03.2021
Toddler Lead Teacher
Atlantic Beach KinderCare
03.2017 - 03.2020
Housekeeping Supervisor
One Ocean Resorts and Spa
10.2011 - 04.2017
Diploma - Medical Billing And Coding
Florida Technical College
Child Development Associate - Early Childhood Education
Waldorf College
High School Diploma -
Carmen Belen Veiga
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