NESTOR AGUIRRE
Asheville,NC
Summary
Business professional prepared to drive office efficiency and productivity. Extensive experience in overseeing daily operations and improving office workflows. Known for strong team collaboration and adaptability to changing needs. Proficient in managing office systems and facilitating communication.
Overview
16
16
years of professional experience
Work History
Business Office Manager
PruittHealth-Brevard
Brevard, NC
07.2024 - Current
- Oversaw daily business office operations to ensure adherence to established regulations and policies.
- Reviewed and verified Medicaid applications to uphold eligibility criteria and maintain accuracy in processing.
- Established and optimized documentation procedures to enhance application process efficiency.
- Implemented process improvements that enhanced efficiency in application reviews and approvals.
- Conducted regular audits of cases to ensure adherence to state guidelines and program integrity standards.
- Maintained up-to-date knowledge of relevant laws, regulations, and policy changes affecting Medicaid eligibility determinations.
- Enhanced Medicaid eligibility determinations by thoroughly analyzing applicants'' financial and personal information.
- Improved customer service experience for applicants, providing clear explanations of eligibility requirements and addressing concerns promptly.
- Analyzed and resolved billing discrepancies to enhance revenue accuracy.
- Monitored key performance indicators to identify areas for operational improvement.
- Increased revenue by identifying and resolving billing errors in a timely manner.
- Enhanced customer satisfaction by promptly addressing and resolving billing disputes.
- Ensured accurate billing with thorough audits of patient accounts and insurance claims.
- Contacted responsible parties for past due debts.
- Balanced and reconciled accounts.
- Improved cash flow with diligent follow-up on pending claims and appeals processes.
- Reduced outstanding account balances by implementing effective collection strategies.
Customer Service Team Lead
American Express
Taguig, Canada
01.2018 - 06.2024
- Led team of customer service professionals, coaching to improve performance and boost morale.
- Resolved escalated issues, improving service quality and customer satisfaction.
- Mentored staff to develop skills and encouraged innovative problem-solving approaches.
- Analyzed performance metrics, identifying areas for improvement and achieving measurable results.
- Mentored staff to develop skills and foster innovative problem-solving.
Fraud and Authorization Officer - Senior
Australia New Zealand Bank
Quezon City
12.2014 - 12.2018
- Aligned fraud prevention strategies across teams, improving security posture and minimizing incidents.
- Analyzed transaction data to detect anomalies, refining secure authorization criteria.
- Aligned fraud prevention strategies across teams, enhancing overall security and reducing incidents.
- Trained team on emerging financial threats, boosting expertise and preparedness.
- Streamlined processes, reducing approval time and enhancing customer experience.
- Conducted thorough investigations to identify and prevent fraudulent activities, decreasing fraud incidents by implementing targeted strategies.
- Prepared and presented detailed reports to senior management on fraud incidents and trends, providing actionable recommendations for enhancing prevention strategies.
Account Manager - 401K Plan
Manulife Business Process Outsourcing
07.2013 - 10.2014
- Managed customer inquiries via phone and email, delivering timely and professional responses that enhanced client satisfaction.
- Resolved issues and complaints by listening, identifying solutions, and ensuring customer satisfaction.
- Executed 401k investment fund changes with accuracy, ensuring data integrity and compliance with regulatory standards.
Sales Team Lead
Hotels.com, Sykes Asia
Mandaluyong City
12.2010 - 01.2013
- Led team to exceed sales targets, enhancing customer satisfaction and boosting revenue.
- Implemented training programs to enhance team skills and accuracy.
- Implemented training programs, improving team performance and reducing errors.
- Collaborated with cross-functional teams to streamline processes and enhance operational effectiveness.
- Resolved complex customer issues to uphold service standards and strengthen client loyalty.
Education
Bachelor of Science - Accountancy
Bataan Peninsula State University
Balanga, Bataan03.2010
Skills
- Fraud Prevention
- Investigative Analysis
- Account reconciliation
- Credit and collections
- Payroll administration
- Payroll and budgeting
- Document management
- Performance Metrics
- Business operations management
- Office administration
- Revenue Management
- Billing Support
- Customer Support
- Customer Satisfaction
- Service Improvement
- Leadership
- Operational Oversight
- Coaching
- Financial Reporting
- Payroll management
- Problem-solving
- Deadline management
- Relationship building
- Expense reporting
- Empathy
Personal Information
Title: CUSTOMER SERVICE TEAM LEADER
Timeline
Business Office Manager
PruittHealth-Brevard
07.2024 - Current
Customer Service Team Lead
American Express
01.2018 - 06.2024
Fraud and Authorization Officer - Senior
Australia New Zealand Bank
12.2014 - 12.2018
Account Manager - 401K Plan
Manulife Business Process Outsourcing
07.2013 - 10.2014
Sales Team Lead
Hotels.com, Sykes Asia
12.2010 - 01.2013
Bachelor of Science - Accountancy
Bataan Peninsula State University