Maria V.

PROFESSIONAL EXPERIENCE

Intake Coordinator and Administrative Assistant

Austin Mindfulness Center | San Pedro Sula, Honduras | Jan 2023 - Mar 2024

• Facilitated communication between clients and therapists, ensuring smooth coordination of appointments and services.
• Managed the intake process for clients, handling paperwork, inquiries, and trial assessments efficiently and accurately.
• Upheld strict patient confidentiality standards while prioritizing the delivery of quality care and services.
• Played a key role in the recruitment, onboarding, and training of new staff members to maintain operational excellence.
• Implemented innovative strategies to streamline and expedite the scheduling process, enhancing overall efficiency.
• Provided regular reports on key performance indicators (KPIs) to management, contributing to data-driven decision-making.
• Conducted insurance verification processes to ensure accurate billing and reimbursement.
• Maintained and updated the company website daily to reflect accurate information regarding services and offerings.
• Responded promptly to inquiries and messages from clients via Facebook, phone calls, and text messages, delivering exceptional customer service and support.

Intake Care Specialist and Administrative Assistant

Simplex Group | San Pedro Sula, Honduras | Sep 2020 - Sep 2022

• Designed and coordinated healthcare programs, ensuring efficient implementation and adherence to regulatory standards.
• Facilitated communication between clients and drivers, ensuring smooth coordination of transportation services.
• Managed driver´s case management, including training, scheduling follow-up appointments, and monitoring progress towards goals.
• Maintained strict patient confidentiality while delivering quality care and support to program participants.
• Handled payroll responsibilities for a small group of staff, ensuring accurate and timely compensation.
• Spearheaded recruitment, onboarding, and training processes for new staff members, fostering a skilled and cohesive team.
• Provided regular reports on key performance indicators (KPIs) to management, contributing to informed decision-making.
• Effectively resolved client escalations, demonstrating strong problem-solving and conflict resolution skills.
• Generated invoices and monthly bills for the program, maintaining meticulous accuracy in  financial documentation.

Customer Service Specialist and Data Entry Expert

Partner Hero | San Pedro Sula, Honduras | Oct 2018 - Jan 2020

• Proficiently delivered technical support to users, resolving an average of 50-60 tickets daily with precision and efficiency.
• Demonstrated adeptness in addressing a wide range of technical issues, ensuring swift resolution and customer satisfaction.
• Managed ticketing system and escalations, providing Tier 1 agents with comprehensive resolutions to reported issues.
• Maintained meticulous records of all customer interactions and technical resolutions, ensuring accuracy and completeness of data entry.
• Collaborated with cross-functional teams to identify recurring technical issues and implement proactive solutions to improve overall system performance.
• Assisted in the development and implementation of training materials for Tier 1 agents, enhancing their technical knowledge and troubleshooting capabilities.
• Conducted regular quality assurance checks on support tickets and data entry tasks to uphold service standards and minimize errors.
• Acted as a liaison between customers and internal departments, effectively communicating technical requirements and facilitating prompt resolution of issues.