Yalila Ortiz

• Reduced operational costs by identifying inefficiencies and implementing cost-saving measures in branch operations.
• Enhanced customer satisfaction by implementing efficient branch operations and streamlining service processes.
• Streamlined branch operations for increased efficiency through regular process evaluations and improvements.
• Managed branch operations, ensuring smooth daily functioning and optimal productivity.
• Managed daily branch operations, ensuring compliance with company policies and guidelines.
• Supported branch operations by conducting regular audits of cash drawers and vaults, ensuring accuracy and compliance.

• Screen uninsured hospital patients in an effort to determine if patient is a viable candidate for federal, state, and/or county medical or disability assistance
• Complete the appropriate applications and following through until approved
• Detailed, accurate and timely documentation in multiple systems on all cases worked
• Participate in ongoing trainings in order to apply the content learned in case management
• Maintain assigned work queue of patient accounts
• Collaborate with hospital staff, case managers, social workers, financial counselors
• Maintained 100% in all audits compliant with medical records up keeping
• Provided detailed work to hospital staff to assist patients with insurance coverages
• 45-50 call per day assisting patients in Medicaid insurance or obtain commercial insurance saving the hospital thousands of dollars

• Provide resolution to customer issues/complaints for both English and Spanish speaking customers

• Average 85–90 calls per day in a busy, fast-paced call center

• Meet customer call metrics for service levels, handle time, and productivity

• Continuous product knowledge and service changes with training and/or online courses

• Online Banking assistance with basic troubleshooting

• Process loan payments, payoff requests, lien release and duplicate title requests

• Outstanding customer surveys for providing solutions and/or services while establishing/maintaining customer rapport

• De-escalated situations with a Category of One to mitigate customer dissatisfaction on service thus creating a memorable experience on the resolution in a courteous efficient manner.