Rafaelina Rosario

• Improved quality processes for increased efficiency and effectiveness.
• Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
• Evaluated quality problems and performed assessments to identify and resolve issues.
• Review claims for to insure no errors and compliance with design standards.
• Reported problems and concerns to management.
• Collected and analyzed data to measure effectiveness of quality control processes.
• Assists with other QC related functions and responsibilities as needed to meet department and company goals, including but not limited to claims errors and client escalations.
• Process claims as needed to meet department's goal.

• Helped customers locate products and checked store system for merchandise at other sites.
• Assisted customers with prompt and polite support in-person and via telephone.
• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
• Established rapport with customers using active listening and interpersonal skills.
• Serve as translator for Spanish speaking clients and patients
• Resolve billing issues, communicate with the billing department to finalized prior-authorization.
• Educate clients on how to use our company portals.
• Schedule home draws for patients.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.

● Effectively managed a high volume of inbound and outbound client calls

● Handled all client inquiries via telephone in regards to results, tests, and services or concerns

● Precisely documented reported all call history in required format and maintained complete and accurate records

● Handled all requests to add additional tests to specimens

● Provided education and guidance to clients about Quest Diagnostics

● Served as an efficient bilingual interpreter to Spanish speaking clients and or patients