Porschell Cardenas-Belmont

• Managing a high volume of calls, emails, and texts for all partner pharmacies on the East Coast
• Facilitate the onboarding and initial setup of new client accounts, and become clients' first point of contact for the life of the contract.
• Monitor client engagement and platform usage, with special attention on QA metrics and SLAs.
• Handling all account-related issues such as authorizations, billing and processing errors, Government audit prep, and medical insurance compliance
• Changed the workflow on ordering inventory in my first 2 months of hire, which decreased stock out rates by 10% and increased turnaround times by 21%
• Created a system to assist tier 2 agents with escalated scripts, which decreased the At-risk script queue by 11%.

• In charge of onboarding and supporting major key accounts from acquisition through the life of the contract
• Developed a daily training playbook for the department, increasing the overall productivity of the team by 40%
• . Directed a team of 15+ Business development agents and helped them secure sales increasing acquisition by 5%
• Oversaw 1500+ restaurant and hotel accounts in key markets of Chicago, Las Vegas, and Dallas, increasing brand recognition and engagement by 22% and increasing retention quarter-over-quarter at an average of 92%
• Exceeded the required number of face-to-face on-boardings with hotel owners each week,
• Assisted clients with technical support, set-up of advertising campaigns, and overall user knowledge which led to a 12% increase in cross-sale revenue for the company

• Advised real estate agents in my territories and maintained the relationship from first contact until 90 days with the program or certification occurred.
• Maintained a high level of product knowledge to match clients with the correct government program or loan options.
• Oversaw all social media platforms, as well as phones, chat, and email
• Had the highest agent conversion rate (70%) of real estate agents into partners by the end of the first contact
• Promoted to lead agent for the West Coast division after only 3 months
• Created and implemented the DEIB survey assisting the company with recognizing the cultural needs and wants of employees, increasing employee satisfaction by 35%
• Highest QA score among all agents each quarter, with the average score being 96%.

• Served doctors, nurses, and their patients with billing, specialty care coordination, and pre-surgery setup.

•Assured regulatory HIPAA compliance and professionalism across patient service. Assisted in renewals and patient enrollment services with specialization in Tri-Care and government insurers.

• Controlled 300+ patient accounts without error over 2 years with a 100% patient satisfaction rating

• Exceeded KPIs by 30% quarter over quarter protecting the company from churn accounts and increasing retention of self-paid patients by 18%.

• Established an efficient document database during my first 60 days, reducing the need for management response, and improving overall efficiency by 10%.

•Oversaw contract negotiation with new hotels, training and QA of new agents, and revenue retention.

• Suggested a system change for incoming wait times and after-call work that increased productivity by 26%

• Assisted with negotiating deals with boutique hotels, increasing overall company revenue by 18% and enhancing brand recognition.

• Awarded as a hotel coordinator of the month over 10 times during my time with the company.

• Maintained 96% quality assurance rating month after month, resulting in promotion to lead agent and QA monitor.

• Recognized by hotel partners for my ability to learn their systems and inventory quickly upon onboarding, increasing their sales by 11%.