Summary
Overview
Work History
Education
Skills
Timeline
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PAOLA DE L. GONZALEZ PEREZ

Tampa,FL

Summary

Dynamic professional with a proven track record at The Pendas Law Firm, showcasing exceptional client relations and organizational efficiency. Expert in leveraging bilingual skills and Microsoft Office to enhance team performance and customer satisfaction. Demonstrates leadership by developing impactful training programs and optimizing claims processing, significantly improving operational workflows.

Overview

7
7
years of professional experience

Work History

Intake Specialist

The Pendas Law Firm
Orlando, FL
09.2024 - Current
  • Conducted consultations with potential clients.
  • Finalized and dispatched contracts post-consultation.
  • Updated contact databases on a regular basis with new information about clients or potential leads.
  • Created and updated case management and client account databases.
  • Answered incoming calls from clients and other attorneys in a professional manner.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Coordinated meetings between attorneys and clients.

Customer Care Representative

Carelon (Elevance Health)
San Juan, PR
01.2024 - 04.2024
  • Respond to providers questions via phone regarding members benefits, eligibility, claims
  • Provide accurate information to providers regarding paid, rejected and/or denied claims
  • Analyze problems and provide effective solutions for providers
  • Guide providers through next steps after claims denial/rejections
  • Operate a PC/image station to obtain and extract information
  • Thoroughly document inquiry outcomes for accurate tracking and analysis
  • Research and analyze data to address operational challenges and customer service issues
  • Effective communication with other departments while transferring calls to them
  • Assisted with shadowing new hires
  • Comply with HIPAA regulations
  • Handle complex claims and provide accurate information to the provider

Customer Care Lead/Trainer

Silver Airways Airlines
Carolina, PR
04.2022 - 01.2024
  • Manage and lead a team of 10-17 customer service representatives
  • Develop and implement customer service policies and procedures
  • Manage and analyze customer service metrics to identify areas for improvement
  • Train and coach customer service representatives on the best practices and customer service skills
  • Developed a call center customer care training module
  • Handle escalated customer complaints and issues
  • Collaborate with other departments to ensure a seamless customer experience
  • Conduct performance evaluations and provide feedback to team members
  • Lead special projects and initiatives to improve customer service and satisfaction
  • Trained in Sabre and Vars system
  • Manage the hotel reimbursement department where I approve or deny each case based on company policy and forward the information to our accounting department with the proper documentation

Customer Service Representative

Toro Verde Urban Park
San Juan, PR
05.2021 - 04.2022
  • Manage guest reservations at the front desk
  • Assist guests with check-in process by ensuring all guest met the safety requirements
  • Ensure guest have understood and sign liability waivers
  • Followed company policy to ensure guest safety
  • Manage merchandise restock and venue cleanliness
  • Process merchandise sales and returns using a cash register, handle cash and credit card transactions
  • Follow covid protocols

Merchandise Associate

Universal Studios
Orlando, FL
12.2017 - 04.2020
  • Verify and certify starting cash bank; and balance out at the end of the shift
  • Operate cash register that accepts cash and credit cards
  • Closing procedures, re-stock, retain, organize and recover nightly
  • Stock the venue, clean, organize and maintain a clean retail venue
  • Greet guests; provide on-floor suggestive selling, take and fill guest orders for merchandise in a positive, outgoing manner
  • Merchandise replenishment and advise management of needed supplies
  • Provide extraordinary guest service for both internal and external guests in a courteous manner
  • Proper use of safety practices and ensured department standards were maintained and safety policies of park were upheld

Education

Some College (No Degree) - BIOLOGY

UCF

Skills

  • Fluent in Spanish and English
  • Proficient in Microsoft Office
  • Collaborative Teamwork
  • Background in Hospitality Services
  • Effective Communication
  • Adaptability
  • Proactive Problem-Solving
  • Leadership and training experience
  • Proficient in Sabre, Vars, Service Connect, and ProLaw Systems
  • Analytical Problem Solving
  • Data entry
  • Intake assessment
  • Claims processing
  • Client relations
  • Organizational efficiency

Timeline

Intake Specialist

The Pendas Law Firm
09.2024 - Current

Customer Care Representative

Carelon (Elevance Health)
01.2024 - 04.2024

Customer Care Lead/Trainer

Silver Airways Airlines
04.2022 - 01.2024

Customer Service Representative

Toro Verde Urban Park
05.2021 - 04.2022

Merchandise Associate

Universal Studios
12.2017 - 04.2020

Some College (No Degree) - BIOLOGY

UCF

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PAOLA DE L. GONZALEZ PEREZ