Tania Amaya
San Tan Valley,AZ
Summary
Dynamic professional with expertise in customer service and healthcare. Proven track record in problem-solving and cross-functional collaboration, enhancing customer retention. Skilled in data collection and HIPAA compliance, with a strong ability to adapt and thrive in fast-paced environments.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
12
12
years of professional experience
Work History
Medical Chat Support Supervisor
Good Health Medical
07.2022 - Current
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Trained new team members on live chat procedures and customer service protocols.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Researched customer inquiries to provide accurate and up-to-date information.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Sought ways to improve processes and services provided.
- Promptly responded to inquiries and requests from prospective customers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Handled inbound customer chat conversations from various websites.
- Monitored customer conversations and provided timely, knowledgeable assistance.
Medical Intake Coordinator
Good Health Medical
03.2019 - 07.2022
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Supported office staff and operational requirements with administrative tasks.
- Enhanced office productivity by handling high volume of callers per day.
- Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures.
- Completed intake assessment forms and filed clients' charts.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Monitored front areas so that questions could be promptly addressed.
- Maintained accurate and up-to-date client records.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Kept high average of performance evaluations.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Followed document protocols to safeguard confidentiality of patient records.
- Facilitated communication between patients and various departments and staff.
- Provided excellent customer service to patients and medical staff.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
- Oriented and trained new staff on proper procedures and policies.
- Taught patients about medications, procedures, and care plan instructions.
Rewards and Advertising Specialist
Macys Inc
05.2016 - 10.2018
- Identified issues, analyzed information and provided solutions to problems.
- Created and implemented customer loyalty programs to increase customer retention and loyalty.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Created and maintained detailed database to develop promotional sales.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Learned and adapted quickly to new technology and software applications.
- Presented clients with unique copy options based on overall marketing objectives.
- Cross-trained and provided backup support for organizational leadership.
- Worked with multiple screens and programs to resolve customer issues.
- Utilized inbound and outbound telephone techniques to solidify and build client relationships.
Customer Support Specialist
Macys Inc
08.2013 - 05.2016
- Multitasked to handle diverse customer needs in high-volume call setting, prioritizing tasks to keep up with challenging deadlines.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Maintained up-to-date knowledge of product and service changes.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School Diploma -
Sun Valley High School
Mesa,AZ01-2011
Skills
- Adaptive team player
- Data collection
- Administrative support
- Typing proficiency
- Multitasking and organization
- Call center operations
- Healthcare regulations
- HIPAA compliance
- Cross-functional collaboration
- Adaptability and flexibility
- Problem-solving aptitude
- Policy implementation
- Documentation and record-keeping
- Verbal and written communication
- Staff training
- Customer service expertise
Languages
Spanish
Native or Bilingual
Interests
- Crafting and DIY Projects
- Learning new cooking techniques and expanding my culinary skills
- I enjoy helping others and giving back to the community
- Team Sports
- Road Trips
Timeline
Medical Chat Support Supervisor
Good Health Medical
07.2022 - Current
Medical Intake Coordinator
Good Health Medical
03.2019 - 07.2022
Rewards and Advertising Specialist
Macys Inc
05.2016 - 10.2018
Customer Support Specialist
Macys Inc
08.2013 - 05.2016
High School Diploma -
Sun Valley High School
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