Renina Goldston
Canal Winchester,Ohio
Summary
Seeking to leverage my expertise in customer relations and support, along with my comprehensive office management abilities and Microsoft Office proficiency. I aim to deliver exceptional planning and problem-solving skills, thriving both independently and as an active team member. Committed to surpassing expectations, efficiently managing multiple tasks, and meeting deadlines without sacrificing quality.
Overview
13
13
years of professional experience
Work History
CARE COORDINATOR
QUANTUM HEALTH
01.2022 - Current
- Providing exceptional customer service to members by advocating for resolutions to their medical claim issues and billing discrepancies, ensuring they receive the best benefits from the plan
- Provided guided health journey experiences through inbound and outbound calls, verifying benefits and offering additional resources/solutions
- Employed effective questioning techniques to identify the need for PCG referrals in order to ensure top-notch care for members.
- Gained business exposure and built a rewarding career with the organization by participating in stretch assignments, special projects and leadership development programming.
- Collaborated with internal clinical professionals to offer member guidance and identify appropriate times for direct connection with Quantum Health Nurses.
- Coordinated activities among patients, providers, Third Party Administrators (TPAs), Pharmacy Benefit Management (PBMs), and other relevant parties to ensure the healthcare needs of the member were met.
CUSTOMER SERVICE/COLLECTIONS AND RETAIL QUALITY CONTROL MONITOR
COMMUNITY CHOICE FINANCIAL
02.2014 - 12.2021
- Demonstrated expertise in educating consumers about available lending options to meet their fiscal requirements
- Successfully worked towards accomplishing objectives on a daily, weekly, and monthly basis through cooperation within a team as well as individually
- Offered assistance to customers via incoming and outgoing calls, enabling them to identify all possible loan choices.
- Imparted knowledge of department systems, products, policies, and procedures to new team members through the use of power points and training materials during comprehensive training sessions
- Enhanced agents' abilities in phone calls, time management, and product knowledge through supervision and coaching.
- Managed and resolved escalated consumer calls effectively
- Provided comprehensive call monitoring and feedback for diverse teams
- Deliver clear and concise audit updates to supervisors and managers.
EQUIPMENT CLERK
EXEL
01.2013 - 03.2014
- Maintained records for necessary equipment inventory and documented upkeep activities.
- Conducted thorough inspections of tools and equipment, utilizing measurement techniques to identify any signs of damage or wear. Proactively alerted supervisors about identified issues.
- Demonstrated exceptional accuracy in transferring information from physical files to electronic databases
ASSISTANT DIRECTOR/EDUCATION COORDINATOR
SUCCESS KIDZ EAST
01.2012 - 01.2013
- Expertly developed meal plans in accordance with program regulations.
- Created and executed varied and age-appropriate activities to foster the development of essential skills.
- Effectively implemented disciplinary strategies to address conflicts with children.
- Implemented training sessions for adult staff to promote team development using planning and research.
PRESCHOOL TEACHER/DIRECTOR
INFINITE LEARNING TOO
01.2011 - 01.2012
- Coordinated and planned excursions targeting various educational and recreational settings
- Designed and implemented individualized educational strategies for students based on their unique requirements
- Liaised with supervisors to successfully resolve any challenges pertaining to programs and participants.
Education
58 CREDIT HOURS IN EARLY CHILDHOOD EDUCATION -
COLUMBUS STATE COMMUNITY COLLEGE
Columbus, OHSkills
- Sales and Supervision
- Strategic Planning
- Insurance Practices
- Information Systems Development
- Employee Training Program
- Employee Performance Evaluations
- Analytical Thinking
- Multidisciplinary team collaboration
- Case Management
- Up selling
- Cross selling
- Scheduling
- Call center management
- Employee performance management
- Customer service
- Communication
- Web-based systems
- Risk assessment
- Issue resolution
- Production management
- Goal progress tracking
- Marketing campaigns
- Record keeping
- Quality Assurance
- Documentation proficiency
- Regulatory compliance
- Consumer relations
- Active listening
- Written communication
- Verbal communication
- Critical thinking
- Decision-making
- Negotiation
- Persuasion
- Troubleshooting
- Personnel resource management
- Self-assessment
- Time management
- Computer literacy
- Data entry
- Microsoft Office
- Engage
- Zendesk
- Velocify
- Quality control
- Audits
Timeline
CARE COORDINATOR
QUANTUM HEALTH
01.2022 - Current
CUSTOMER SERVICE/COLLECTIONS AND RETAIL QUALITY CONTROL MONITOR
COMMUNITY CHOICE FINANCIAL
02.2014 - 12.2021
EQUIPMENT CLERK
EXEL
01.2013 - 03.2014
ASSISTANT DIRECTOR/EDUCATION COORDINATOR
SUCCESS KIDZ EAST
01.2012 - 01.2013
PRESCHOOL TEACHER/DIRECTOR
INFINITE LEARNING TOO
01.2011 - 01.2012
58 CREDIT HOURS IN EARLY CHILDHOOD EDUCATION -
COLUMBUS STATE COMMUNITY COLLEGE
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