Zugeil Rosario Nieves
Onalaska,WA
Summary
Motivated and dependable professional seeking a position in the healthcare field where strong leadership, communication, and performance management skills can be used to support patient-centered care, team collaboration, and operational efficiency. Experienced in coaching teams, tracking performance metrics, and fostering professional growth, with a strong commitment to empathy, organization, and continuous learning. Eager to contribute to a healthcare organization that values quality care, accountability, and positive outcomes for patients and staff.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Growth Team Lead
Foodsmart
09.2024 - Current
- Document activity in customer accounts in an accurate manner and ensure confidentiality.
- Enter customer account data and communicate in a clear and concise manner.
- Identify customer needs, provide resolutions to problems, and follow established procedures.
- Interact with customers via inbound and outbound calls to answer inquiries and to provide assistance.
- Supported team growth through one-on-one meetings and collaboration.
- Provided coaching and feedback to improve communication and results.
- Tracked performance metrics and team KPIs.
- Led a team of six outbound call center representatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Virtual / Executive Assistant
Self Employed
08.2017 - 09.2024
- Collaborated with team members to achieve project goals, facilitating clear communication among stakeholders.
- Provided executive and administrative support to multiple clients
- Handled high-volume inbound and outbound calls (100–200 daily)
- Managed scheduling, travel planning, accounts payable/receivable, and documentation
- Conducted call quality reviews and performance reporting
- Coordinated events, ensuring seamless execution from planning to day-of logistics while maintaining budgets.
- Reduced expenses through careful budgeting and expense tracking for executive office operations.
- Maintained a professional online presence for executives by managing social media accounts and email correspondence.
- Conducting comprehensive training sessions for hotel sales, front desk, and reservations departments to enhance customer service skills, improve operational efficiency, and boost revenue generation. This includes in-depth modules on effective sales techniques, reservation systems, guest interaction strategies, and conflict resolution, ensuring all team members are equipped to provide an exceptional experience for every guest.
Community Manager / Operations Team Leader
Regus
08.2013 - 07.2016
- Self-motivated, with a strong sense of personal responsibility
- Managed daily operations for 110 offices and virtual clients
- Trained customer service representatives and managers on best practices
- Oversaw marketing initiatives for 11 business centers
- Managed client billing, payments, and AP/AR processes
- Organized networking events and ensured high levels of client satisfaction
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Education
Medical Billing And Coding Associate - Medical Billing and Coding
Ultimate Medical Academy
Tampa, FL01.2026
Skills
- Medical Billing
- Accounts Receivable
- Collections, Co-Pay, Deductibles, Co-Insurance
- EOBs, Revenue Cycle Management
- Posting Payments, Government (Medicare & Medicaid), Third Party Payers, Electronic Health Records (EHR), Electronic Medical Records (EMR), Managed Care (HMO
- PPO, POS
- Insurance Verification, Insurance Claim Processing
- CMS 1500, CMS 1450 (UB-04)
- Front Office Operations, Medical Office Procedures, Scheduling
- Medical Terminology, Anatomy & Physiology, HIPAA Compliance
- Medical Coding (ICD-10-CM
- HCPCS, CPT
- Document translation
- Fluent bilingualism
- Empathy and patience, Customer service, Problem-solving, Time management, Multitasking, and organization
- Data entry
- Team collaboration, Flexibility and adaptability
- Active listening
- Client relationship management
- Verbal and written communication
- Technical troubleshooting
- Call center experience
- Customer support
- CRM software usage
- Payment processing
- Upselling strategies
- Payment collection
- Customer needs assessment
- Service recommendations
- Call center operations
Certification
- Ultimate Medical Academy – Tampa, FL
- Medical Billing and Coding Associate
- Ultimate Medical Academy’s Medical Billing and Coding Associate program includes training in medical terminology, ICD-10, CPT, and HCPCS coding systems, healthcare claims processing, and electronic health records. The program also covers healthcare laws, ethics, and HIPAA compliance. Students complete general education courses such as English and math as part of the associate degree. The program prepares graduates for entry-level billing and coding roles and helps prepare them for certification exams like the CPC.
Languages
Languages: Spanish
Section name
- Proficiencies: MS Excel; MS Word; MS PowerPoint; Typing Speed: 60 WPM
- Skills: Decision-making skills; Problem solving skills; Critical thinking skills; Time management skills; Attention to detail
Timeline
Growth Team Lead
Foodsmart
09.2024 - Current
Virtual / Executive Assistant
Self Employed
08.2017 - 09.2024
Community Manager / Operations Team Leader
Regus
08.2013 - 07.2016
Medical Billing And Coding Associate - Medical Billing and Coding
Ultimate Medical Academy