Viviana Alvarado
Las Vegas,NV
Summary
To obtain a position in a fast pace environment where my skills can be utilized for advancement. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
7
7
years of professional experience
Work History
Adjudicator, Validator and CSR
Department of Economic Development - AZ Remote
06.2021 - 06.2023
- Review and Prepare cases for assigned Administrative Law Judge; Provide all direction to subordinate staff on workflow including customer service solutions, programmatic operations, contact service level agreements and quality of work; Identify training needs and development opportunities for subordinates; Discuss job performance concerns with subordinates to identify causes and issues and work closely with the Human Resources department on resolving problems; Review work completed for completeness, accuracy, consistency and, conformity within programmatic policies and procedures; Perform other duties as may be assigned by management; Generated letters of denials or approval to claimants; Claims investigation and processing; Dynamic fact finding (claimant and employers); Validate identity; Pension issues impacting eligibility; Incomplete, expired, and ineligible claims adjudication; Validate last Bonafede employer issues; Fraud investigation support; Clarify incomplete/missing claims info IBIQ mismatch; Wage protest issues; Appeals and hearings support; ICON systems expertise; Protection against overpayment, and overpayment duration; BOT and AI technology; CSR Metrics of 100-92 Daily scores
Warehouse Associate
ShipHero
Las Vegas, NV
03.2020 - 11.2020
- Packed and labeled merchandise to prepare for loading and shipment to customers.
- Kept shelves, workstations and pallet areas neat and tidy to maintain safe work environment.
- Moved boxes, containers and pallets with special-purpose equipment to meet demanding production targets.
- Picked and prepared numerous daily shipments in controlled atmosphere warehouse environment.
- Updated inventory and production information using warehouse management systems and scanner guns.
- Packed materials and items in designated crates and boxes and properly sealed and labeled crates.
- Received deliveries, scanned packages and updated orders in internal database.
- Processed requests and supply orders and pulled materials to successfully prepare orders.
- Assisted coworkers with special projects to learn new tasks while gaining additional responsibilities.
Team Manager
Sutherland Global Services - Las Vegas, NV
Las Vegas, NV
08.2016 - 10.2017
- Platinum Award Winner of Leadership's; Managing/Mentoring the call center team of 200-300 agents and their functions as directed by team management; Demonstrated track record of team building and developing organizational strength through leadership, partnership, and high level of integrity; Meet monthly key contact center performance goals for customer satisfaction, service levels, quality, productivity, and key performance metrics; Manages daily activities and sets personnel performance goals accordingly; Ensure team goals and objectives are aligned with strategic priorities and managed performance; Ensure that customers' and agents' questions and problems are resolved properly and quickly; Report, analyze and resolve system, customer, and operational issues that impact service quality; Build, establish, and maintain open lines of communication with agents, peers, trainers, managers, clients, and other areas of the company to facilitate problem solving; Conduct client weekly, monthly, and quarterly performance reviews; Foster a culture of open and honest communication with employees, clients, peers, and management; Management of any client escalations relating to the operational team's performance; Develop and oversee a well-executed monitoring process that ensures a high level of quality; Identify and resolve customer issues as well as participate in routine communications with clients to ensure complete customer satisfaction
Education
Certificate -
Bryman College - Reseda, CA
Certificate -
Los Angeles Mission College - Sylmar, CA
Skills
- Type 45 wpm
- 10 key by touch/Ezcap
- Macess
- Imax
- MS Word
- Excel
- Outlook 3M CORE
- ICON
- IBIQ
- AI and BOT Technology
- Medicare
- Medicaid
- Commercial
- Senior Plans
- CPT
- ICD-9
- ICD-10
- HCPCS
- Revenue Codes
- AB1455
- HIPAA
- CMS
- Customer Relations
- Prioritization
- Critical Thinking
- Administrative Support
- Microsoft Excel
- Creative Problem Solving
- Product Knowledge
- Stocking and Replenishing
- Research
- Department of Managed Care
Languages
Spanish
Full Professional
Timeline
Adjudicator, Validator and CSR
Department of Economic Development - AZ Remote
06.2021 - 06.2023
Warehouse Associate
ShipHero
03.2020 - 11.2020
Team Manager
Sutherland Global Services - Las Vegas, NV
08.2016 - 10.2017
Certificate -
Bryman College - Reseda, CA
Certificate -
Los Angeles Mission College - Sylmar, CA
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