NOEMI HOLTON
Brooklyn,OH
Summary
Dynamic professional with a proven track record at Metro Health Hospital, excelling in high-volume call center environments and adept in both technical support and Spanish interpretation. Skilled in leveraging customer service excellence and database systems knowledge to enhance operational efficiency and client satisfaction. Demonstrated ability to manage complex caseloads and negotiate effectively, achieving significant outcomes in customer relations and process optimization.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Referral Office Liaison
Metro Health Hospital
Brooklyn Heights, OH
04.2024 - Current
- Telephonically enroll, register, and schedule appointments for primary care patients
- Process prescription refill requests
- Provide general telephone – based support to My Chart users
- Obtains feedback for providers and sends patient requests to clinics throughout the MHS
Government Travel Consultant
CI Travel
02.2023 - 03.2024
- Company Overview: (Virtual)
- Facilitated professional travel assistance to federal government agencies, adhering to active service contracts
- Procured air, car, and hotel accommodations for contracted government agencies, ensuring compliance with government travel regulations and securing high-quality options
- Managed travel queues throughout the day, promptly initiating cancellation or reservation change processes and notifying client agencies accordingly
- Provided regular updates to client agencies, ensuring they were well-informed about travel information and status
- Conducted in-depth research on travel industry changes, trends, and offerings to offer up-to-date guidance to client agencies
- Maintained a customer-centric approach, delivering accurate and timely travel arrangements, and recommending value-added services to clients
- Demonstrated exceptional problem-solving skills in resolving potential issues affecting agency travel
- (Virtual)
Support Specialist
Portage County Child Support Enforcement Agency
Ravenna, OH
08.2014 - 03.2016
- Delivered exceptional customer service through a high-volume call center and in-person interactions
- Conducted comprehensive research, review, and analysis of accounts, updating client demographics and information
- Managed USPS return mail updates, alerts, and notifications, ensuring accurate and up-to-date client records
- Verified employment, processed new employer information, and issued income withholding orders (IWO) and driver's license suspension warning letters
- Proactively maintained the system's daily alerts, ensuring timely actions and resolutions for delinquent cases
- Performed locate tasks to find missing parents, prepared case records for transfer, and resolved balance discrepancies efficiently
- Conducted thorough investigations of court order journal entries related to child support matters
Bilingual Program Assistant
Columbus Health Department
Columbus, Georgia
10.2011 - 12.2013
- Efficiently performed intake duties, verifying and updating eligibility, demographics, and personal and financial information
- Dispensed WIC vouchers, scheduled appointments, and organized medical records with attention to detail
- Conducted outgoing prospect calls, demonstrating persuasive communication skills to engage prospects effectively
- Performed measurement and hemoglobin screening for WIC applicants and participants
- Provided expert Spanish interpretation support across various departments, ensuring clear and accurate communication
- Ensured a seamless and organized process for clients seeking assistance and support at the health department
- Collaborated with the team to enhance customer service delivery and streamline administrative processes
- Demonstrated a professional and approachable demeanor, fostering a positive atmosphere for clients
Support Specialist 2
Cuyahoga County Child Support Enforcement Agency
Cleveland, OH
02.2007 - 10.2009
- Managed IV-A / IV-D referral applications efficiently, ensuring accurate allocation of child support funds
- Conducted comprehensive analysis and investigation of multiple databases, ensuring accuracy and thoroughness
- Performed locate procedures with diligence to track absent parents and maintain up-to-date records
- Conducted phone interviews with clients, demonstrating strong interpersonal skills to gather necessary information
- Verified benefits received through the State system, ensuring compliance with established procedures
- Handled paternity establishment matters proficiently, adhering to legal guidelines and maintaining confidentiality
- Accurately interpreted and explained court orders to clients, ensuring proper understanding of their obligations
Claims Analyst
Member Health
Solon, OH
04.2004 - 01.2007
- Adjudicated and entered manual pharmacy claim data accurately and promptly into the SXC/RX Claim system
- Managed claim sorting, eligibility verification, claim entry, EOB/COB processing, and letter posting efficiently
- Addressed high-volume customer inquiries in a professional and courteous manner, demonstrating strong communication skills
- Provided expert Spanish interpretation support, facilitating clear communication with Spanish-speaking customers
- Ensured timely resolution of customer concerns and maintained a high level of customer satisfaction
- Conducted thorough research and analysis to address complex claim-related issues and discrepancies
- Collaborated with team members to optimize claims processing efficiency and improve customer service standards
Investigator
TransUnion Residential Credit Services
Independence, OH
04.2002 - 08.2003
- Conducted in-depth investigations of disputed accounts on credit reports for home buyers awaiting bank approval for home loans
- Verified balances, arrangements, and updated credit files, ensuring the accuracy of credit information
- Processed credit report updates and removed unverifiable accounts, maintaining accurate credit records
- Provided exceptional customer service in a high-volume call center, addressing customer concerns and inquiries promptly
- Offering expert Spanish interpretation support, ensuring effective communication with Spanish-speaking clients
- Demonstrated strong problem-solving skills in resolving complex credit-related issues for clients
- Collaborated with team members to streamline investigative processes and improve service efficiency
Inside Sales Representative
Braden Sutphin Ink Company
Cleveland, OH
01.2000 - 03.2002
- Conducted outbound prospect calls to identify potential customers and expand the customer base
- Handled inbound customer service calls, demonstrating strong product knowledge and assisting with order processing, pricing, tracking, and technical support
- Provided top-notch assistance to customers, addressing their inquiries and resolving disputes efficiently
- Demonstrated effective communication skills to build rapport with customers and strengthen customer relationships
- Collaborated with the sales team to develop and implement strategies for achieving sales targets
- Assisted customers in understanding product features and benefits, encouraging repeat business
- Maintained accurate and up-to-date records of customer interactions and sales activities
Collector
DMAC
Cleveland, OH
12.1997 - 04.1999
- Provided exceptional customer service via a high-volume call center, demonstrating a proactive and helpful approach
- Made outgoing calls to collect outstanding balances, employing effective negotiation skills to retain customers
- Offering technical support for home alarm systems, resolving customer issues promptly and efficiently
- Provided expert Spanish interpretation support to facilitate clear communication with Spanish-speaking customers
- Demonstrated strong organizational skills in managing and tracking customer accounts and balances
- Collaborated with the collections team to develop strategies for successful debt recovery
- Adhered to legal guidelines and company policies while collecting outstanding balances and resolving customer concerns
Education
Travel and Tourism - Certificate -
Southeastern Academy of Travel and Tourism
Kissimmee, FL01.1992
High School -
East Technical High School
Cleveland, OH01.1989
Skills
- Microsoft Suite
- Technical Support
- PBX phone systems
- High-volume call center
- Data Entry
- Multi-Tasking
- Customer Service
- Collections
- Negotiating
- Caseload Management
- Child Support SETS
- CRISE database
- Juvenile Court JIMS
- I-CASE database
- FPLS State Services Portal
- SABRE GDS
- APOLLO GDS Reservation Systems
- EPIC Software System
- Qualified Spanish Community Interpreter
- Customer service excellence
- Problem-solving
- Conflict resolution
- Written communication
- Verbal communication
- Front office management
- Reservations management
- Attention to detail
- Adaptability
- Patience
- Time management
- Office skills
- Database systems knowledge
- Support specialist proficiency
- Government travel consulting
- Basic computer navigation
Certification
- Certified Travel Associate 2020
Languages
Spanish
Native/ Bilingual
Timeline
Referral Office Liaison
Metro Health Hospital
04.2024 - Current
Government Travel Consultant
CI Travel
02.2023 - 03.2024
Support Specialist
Portage County Child Support Enforcement Agency
08.2014 - 03.2016
Bilingual Program Assistant
Columbus Health Department
10.2011 - 12.2013
Support Specialist 2
Cuyahoga County Child Support Enforcement Agency
02.2007 - 10.2009
Claims Analyst
Member Health
04.2004 - 01.2007
Investigator
TransUnion Residential Credit Services
04.2002 - 08.2003
Inside Sales Representative
Braden Sutphin Ink Company
01.2000 - 03.2002
Collector
DMAC
12.1997 - 04.1999
- Certified Travel Associate 2020
Travel and Tourism - Certificate -
Southeastern Academy of Travel and Tourism
High School -
East Technical High School
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