Veronica Hernandez

• Coached team members and delivered constructive feedback to promote better productivity and build confidence.
• Resolved conflicts between team members in an effective manner.
• Facilitated interdepartmental communication by attending meetings or providing updates.
• Delegated work to staff, setting priorities and goals.
• Implemented new procedures or systems to improve efficiency within the organization.
• Interviewed prospective employees and provided input to HR on hiring decisions.
• Organized team activities to build camaraderie and foster pleasant workplace culture.
• Evaluated individual and team business performance and identified opportunities for improvement.
• Enforced company policies and procedures to strengthen operational standards across departments.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Organized schedules, workflows and shift coverage to meet expected business demands.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Served as a liaison between staff members and senior management personnel.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Supervised daily operations including scheduling shifts, assigning duties.

• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Updated customer accounts, addresses and contact information within call management databases.
• Offered resolutions to de-escalate calls and solve customer issues.
• Resolved customer complaints in a timely manner to ensure customer satisfaction.
• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
• Promoted available products and services to customers during service, account management and order calls.
• Identified opportunities to improve policies and procedures related to customer service operations.
• Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
• Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Proven ability to learn quickly and adapt to new situations.
• Paid attention to detail while completing assignments.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Identified issues, analyzed information and provided solutions to problems.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Strengthened communication skills through regular interactions with others.

I was a stay at home mom and would help my parents manage their rental properties.

• Utilized job-related software to prepare change of address records and issue service discontinuance orders.
• Collected deposits or payments and arranged for billing.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Updated customer accounts, addresses and contact information within call management databases.
• Navigated through computer systems to review information and respond appropriately to callers.
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• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Offered resolutions to de-escalate calls and solve customer issues.
• Maintained strong call control and quickly worked through scripts to address problems.
• Prevented key account losses by researching discrepancies and correcting problems.
• Answered, screened and processed high volume of calls daily with call management system and web-based communications.
• Exceeded established service goals while leveraging customer service, sales and employee management best practices.

• Proofread documents carefully to check accuracy and completeness of all paperwork.
• Responded promptly to inquiries from internal departments regarding case statuses.
• Determined the appropriate benefits or services for each patient based on individual needs.
• Submitted appeals using provider portals and phone communication.
• Checked claims coding for accuracy with ICD-10 standards.
• Verified patient information, such as demographics and insurance coverage, to ensure accuracy of claim submissions.
• Communicated with insurance representatives to complete claims processing or resolve problem claims.
• Provided prompt and accurate services through knowledge of government regulations, health benefits and healthcare terminology.
• Maintained up-to-date understanding of insurance payment practices.
• Reconciled clinical notes, patient forms and health information for compliance with HIPAA rules.
• Weighed envelopes containing statements to determine correct postage and affix postage.
• Answered customer questions to maintain high satisfaction levels.
• Ensured compliance with HIPAA privacy regulations when handling sensitive patient information.