Urania Lopez-Gonzalez
Fort Stockton,TX
Summary
An individual who is well-organized and skilled at collecting and verifying patient demographic and insurance information, as well as preparing and maintaining medical records. Proficient in using medical terminology and classifying diagnostic procedures, treatments, and medications. Committed to delivering the highest quality of care to patients. Detail-oriented. I excel as a team player due to my strong organizational skills. To ensure a high degree of accuracy while handling multiple projects simultaneously. Pursue and maintain a full-time job that provides professional challenges, utilizing interpersonal skills, excellent time management, and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Customer Care Representative
Sitel - State Farm - Remote
12.2021 - 08.2022
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Maintained and managed customer files and databases.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
FedEx Package Handler
FedEx Ground
08.2020 - 11.2021
- Proved successful working within tight deadlines and a fast-paced environment.
- Used hand-held scanners and physical logs to accurately track item movements.
- Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.
- Exceeded performance expectations during peak seasons, managing high volumes of shipments without compromising on quality or timeliness.
- Collaborated with other package handlers to provide prompt and accurate delivery of orders.
- Assembled, sealed, and loaded packages into correct trucks.
Sales Associate/Customer Service
pre
09.2020 - 12.2020
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Subway Sandwich Artist
Subway
09.2020 - 12.2020
- Operated the cash register with accuracy, ensuring proper handling of transactions.
- Greeted guests, promoted specials, and took orders.
- Kept workplace clean and organized in line with restaurant policies.
- Increased speed of service through effective multitasking and time management skills.
- Collaborated with team members to maintain a smooth workflow during busy hours.
- Prepared and served hot and cold sandwiches based on customer preferences.
- Trained new employees on company policies and procedures, contributing to overall team performance and growth.
- Resolved customer complaints professionally, maintaining positive relationships and promoting repeat business.
- Restocked and rotated stock in display case to mitigate stock loss.
- Shared information with customers about menu items, preparation methods, and ingredients.
Assistant Manager
Security Finance
04.2020 - 06.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Performed paperwork required for monetary transactions.
- Ensured compliance with federal regulations and company policies throughout all stages of the loan process.
- Managed a portfolio of personal loans, monitoring repayment progress and proactively addressing delinquencies.
- Processed loan applications and monitored progress from start to finish.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Developed strong relationships with customers, fostering trust in our services and increasing repeat business.
Certified Nursing Assistant
GRAND LAKE VILLA
07.2017 - 02.2019
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
- Built rapport with patients and families, providing emotional support during difficult times.
- Served as an advocate for each patient's needs during shift handoffs or interdisciplinary conferences with other healthcare professionals.
Certified Nursing Assistant
MONROE MANOR
01.2016 - 07.2017
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
- Built rapport with patients and families, providing emotional support during difficult times.
- Served as an advocate for each patient's needs during shift handoffs or interdisciplinary conferences with other healthcare professionals.
Customer Service Representative
Communication solutions
01.2016 - 11.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
- Collaborated with cross-functional teams to establish strategies for maximizing revenue growth and customer retention-ultimately contributing to the overall success of the company''s sales objectives.
- Achieved monthly sales quotas by effectively managing time, prioritizing tasks, maintaining excellent organizational skills throughout the entire process from lead generation to post-sales follow-up activities.
- Attained minimum performance of Internet sales ratio from inbound leads.
- Contacted customers to follow-up on Internet and telephone sales inquiries.
- Developed and implemented sales strategies to increase revenue.
Specimen Collector
Jay Drug Testing
02.2015 - 12.2015
- Contributed to overall infection control efforts within the facility through strict adherence to sanitation protocols during specimen handling and disposal processes.
- Collaborated with laboratory personnel to expedite specimen analysis and reporting of critical findings.
- Maximized patient satisfaction by providing clear explanations of collection procedures and addressing any concerns or questions.
- Enhanced patient comfort during collection by maintaining a clean, organized, and calming environment.
- Ensured proper storage conditions for specimens, resulting in preserved integrity for accurate testing results.
Deboner
Tyson Foods
03.2013 - 09.2014
- Assisted in training new employees on deboning techniques, contributing to improved skillsets within the team.
- Implemented proper food safety protocols at all times, reducing potential contamination risks during meat processing stages.
- Achieved exceptional speed and precision while deboning meats, resulting in reduced processing times.
- Ensured consistent product quality by following standardized cutting patterns and specifications provided by management.
Casher/Customer Service
Rancho Viejo Mexican Restaurant
03.2011 - 11.2012
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Counted money in drawers at beginning and end of each shift.
- Expedited food preparation for timely pick-up, ensuring top-notch service for all guests.
- Increased drink, appetizers, entree, and dessert orders by suggestively selling daily specials or popular items.
- Supported overall restaurant operations by assisting other team members during high-volume periods as needed, fostering a collaborative work culture.
- Prepared tables by laying out napkins and utensils, refilling condiments and performing other preliminary tasks.
Education
College - Medical Billing & Coding
The College of Health Care Professions-Southwest Houston - Remote
Online05.2024
Certified Nursing Assistent - Nursing Assistant
Northeast Technology Center-Afton
Afton, OK01.2016
Skills
- Data Entry
- Data Management
- Documentation skills
- Multitasking and Organization
- Excellent computer skills
- Problem-solving abilities
- Critical Thinking
- Medical terminology knowledge
- Remote Work Proficiency
- Friendly, Positive Attitude
- Calm Under Pressure
Additional Information
I possess the ability to perform coding tasks for both medical and dental purposes. Recently, I successfully obtained my degree in Medical Billing and Coding from The College of Health Care Professions in Houston. During my studies, I had the opportunity to complete a 90-hour externship at a dental office, where I gained valuable experience in dental coding. As a result, I am now proficient in cross-coding for both medical and dental fields.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Care Representative
Sitel - State Farm - Remote
12.2021 - 08.2022
Sales Associate/Customer Service
pre
09.2020 - 12.2020
Subway Sandwich Artist
Subway
09.2020 - 12.2020
FedEx Package Handler
FedEx Ground
08.2020 - 11.2021
Assistant Manager
Security Finance
04.2020 - 06.2020
Certified Nursing Assistant
GRAND LAKE VILLA
07.2017 - 02.2019
Certified Nursing Assistant
MONROE MANOR
01.2016 - 07.2017
Customer Service Representative
Communication solutions
01.2016 - 11.2016
Specimen Collector
Jay Drug Testing
02.2015 - 12.2015
Deboner
Tyson Foods
03.2013 - 09.2014
Casher/Customer Service
Rancho Viejo Mexican Restaurant
03.2011 - 11.2012
College - Medical Billing & Coding
The College of Health Care Professions-Southwest Houston - Remote
Certified Nursing Assistent - Nursing Assistant
Northeast Technology Center-Afton
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