Summary
Overview
Work History
Education
Skills
APPLICATIONS USED
Languages
Timeline
Generic

Suleidy Paz

Miami

Summary

Dedicated professional with demonstrated strengths in customer service, time management, and exceeding company goals. Great at troubleshooting problems and building successful solutions. Specialize in quality, speed and process optimization. Excellent verbal and written communicator with strong background cultivating positive relationships and office culture.

Overview

25
25
years of professional experience

Work History

Customer Service Representative

Centerwell Pharmacy
10.2022 - 06.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled high volume of incoming calls to process prescription orders, inform customers of statuses of the delivery of their order, give product information, and/or handle any questions or concerns customers had about their medications.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition and quarterly bonuses as a top performer within the team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Educated customers about billing, payment processing and support policies and procedures.

Practice Manager

DentalCare Alliance (formerly Known as Miami Center for Cosmetic and Implant Dentistry)
06.2013 - 06.2019
  • Managed 35 employees workflow and performance, including task delegation and training
  • Worked with 7 providers including General Dentistry, Pedo, Ortho, Endo, and Implant Specialty
  • Directed and conducted recruitment, hiring, and training of personnel
  • Achieved revenue goals by effectively monitoring practice operations, and managing office budgets, staff productivity, collections and receivables
  • Handled complex appointment schedules to optimize provider efficiency and productivity
  • Achieved program goals by effectively motivating and supervising medical, technical and clerical staff
  • Experience with PPO, HMO, and Medicaid insurances
  • Experience with treatment planning for General, Pedo, and Ortho
  • As well as work with 3rd party financing
  • Accomplished financial targets and maintained offices' EBITDA above 24%
  • Maintained 4.9 out of 5 status on Google Reviews for our outstanding customer service
  • Keynote speaker in Managerial Corporate Conferences

Accounts Receivable/Front Desk Supervisor

Miami Center for Cosmetic and Implant Dentistry
01.2000 - 06.2013
  • Quality controlled billing and collections activities, keeping accounts current by encouraging proactive strategies and minimizing errors
  • Maintained impeccable records, schedules, and financial accounts
  • Supported billing with well-documented charges and timely payment collection
  • Supervised team of four front office staff, offering instruction, motivation, and discipline to drive team success
  • Led regular employee meetings and coaching sessions to communicate strategies to ensure to meet every need and exceed expectations
  • Managed complaints decisively, pursuing every opportunity to maintain revenue and also patient satisfaction

Collection Specialist

First Union Bank
01.1999 - 01.2000
  • Obtained overdue balances by contacting customers via telephone and approved written correspondence
  • Maintained complete compliance with federal, state, and local laws governing collection practices
  • Helped resolve outstanding debts and secure payment arrangements with expert negotiation skills
  • Helped customers get back on top of payment demands by setting up accommodating plans

Education

Associate Degree -

Miami Dade College
Miami, FL

Skills

  • Time Management
  • Task Prioritization
  • Strong Communication
  • Problem-solving
  • Detail Oriented
  • Multitasking
  • Interpersonal Skills
  • Goal Attainment
  • Workflow Efficiency

APPLICATIONS USED

Microsoft Word, Microsoft Excel, Microsoft Office, Power Point, Patterson Eaglesoft, CPS, QSI, Verint, Genesys, Argus. 

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Customer Service Representative

Centerwell Pharmacy
10.2022 - 06.2024

Practice Manager

DentalCare Alliance (formerly Known as Miami Center for Cosmetic and Implant Dentistry)
06.2013 - 06.2019

Accounts Receivable/Front Desk Supervisor

Miami Center for Cosmetic and Implant Dentistry
01.2000 - 06.2013

Collection Specialist

First Union Bank
01.1999 - 01.2000

Associate Degree -

Miami Dade College

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Suleidy Paz