Sarai Zapatin-Batista

Supervisor on Duty
• Provides real-time oversight of safeguard services.
Reviews officer reports and ensures adherence to CBP and V.O.K. procedures.
• Maintains open communication with officers to provide guidance and immediate support.
• Coordinates activities between officers and escalates issues to the Operations Manager as needed.
4.3 Security Officer
• Escorts and supervises the assigned crewmember at all times from the initial point of contact until departure.
• Remains within 10 feet of the crewmember at all times and never leaves them unattended.
• Manages and secures all required documentation.
• Ensures compliance with V.O.K. and CBP regulations, including movement restrictions and alcohol prohibition.
• Completes logs, reports, and documentation accurately and on time.
• Treats crewmembers with courtesy, respect, and professionalism.

• Ensured patients were cleared for specialty office visits through registration, scheduling, and pre-certifi
• Facilitated communication between management and staff regarding policy updates and changes.
• Provided guidance and direction to subordinates regarding job duties and responsibilities.
• Directed and supervised team of 15 employees in daily operations.
• Monitored employee productivity to provide constructive feedback and coaching.
• Complied with company policies, objectives and communication goals.
• Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
• Acted as a liaison between upper management and staff, facilitating open communication.
• Prepared and presented reports on team performance, challenges, and achievements to senior management.
• Fostered a positive and motivating work environment, leading to an increase in team morale.

• Managed scheduling and coordination for team meetings and staff events.
• Maintained accurate patient records and updated information in electronic systems.
• Handled incoming communications, directing inquiries to appropriate team members.
• Organized office supplies and ensured adequate inventory for daily operations.
• Supported onboarding processes by preparing materials for new staff members.
• Ensured compliance with company policies and procedures related to operations.
• Performed basic bookkeeping duties such as reconciling accounts payable and receivable.
• Organized travel arrangements for staff members, including flights and accommodations.
• Prepared agendas for meetings with internal stakeholders or external partners.
• Coordinated meetings and conference calls among team members.
• Updated records in electronic filing systems such as SharePoint or Google Drive.
• Answered incoming phone calls and emails from customers or other departments.
• Maintained updated contact information for clients and vendors.
• Provided administrative support to ensure efficient operation of the office.
• Answered telephone calls to give information to callers, take messages or transfer calls to appropriate teams members.
• Answered telephone calls to give information to callers, take messages or transfer calls to appropriate

• Collaborated with healthcare teams to address member concerns effectively.
• Facilitated communication between members and internal departments regarding grievances.
• Developed standard operating procedures for handling member complaints efficiently.
• Monitored compliance with regulatory requirements related to grievance management.
• Maintained accurate records of grievances and resolutions in designated systems.
• Reviewed existing policies and procedures related to members grievances for accuracy and effectiveness.
• Maintained accurate records related to grievance proceedings for future reference.
• Conducted thorough investigations into members grievances by interviewing witnesses, reviewing relevant documents, and gathering evidence.
• Analyzed grievances received from member's to determine the scope of investigation and resolution.

• Provided direct and effective service to members via inbound calls regarding products.
• Provided excellent customer service by greeting customers, answering questions, and responding to inquiries.
• Provided excellent customer service by answering product questions knowledgeably.
• Assisted customers with inquiries and service orders in a timely and professional manner.