Experience

Secure Transportation

• United States
• Shuttles and Special Needs Transportation Services
• 100 - 200 Employee

• Operations Analyst Care Center

  • Jul 2019 - Present

• Bilingual Customer Care Representative and Healthcare Data Encounter Analyst

  • May 2017 - Present

  Arranged and reviewed members’ medical reservations, interviewed patients, identified their needs, and verified insurance and eligibility for Secure, a 24/7 non-emergency inbound medical call center. Reviewed members’ medical reservations, interviewed them, organized medical transportation, and ensured patients were cared for with empathy and in a compassionate way in conjunction with hospitals, Case Managers, ambulance services and Dispatch. Maintained excellent interdepartmental and… Show more Arranged and reviewed members’ medical reservations, interviewed patients, identified their needs, and verified insurance and eligibility for Secure, a 24/7 non-emergency inbound medical call center. Reviewed members’ medical reservations, interviewed them, organized medical transportation, and ensured patients were cared for with empathy and in a compassionate way in conjunction with hospitals, Case Managers, ambulance services and Dispatch. Maintained excellent interdepartmental and healthcare provider communication and excelled with high volume workload within fast-paced environment.  Earned over 20 awards for excellent customer service, productivity, and accuracy.  Researched and resolved problems. Handle patients’ calls accurately and efficiently while maintaining a high level of productivity while providing customer service. Expertise in de-escalation calls. Utilized conflict resolution techniques, active listening, patience, and diplomacy to minimize customer dissatisfaction and increase customer loyalty.  Developed and implemented analysis methods for detecting healthcare fraud, waste, and abuse.  Identified potential overpayment of medical and transportation claims. Provided the data analyses required to support/correct identified overpayments.  Researched and interpreted claiming regulations and rules at both federal and local level Medicaid/Medicare Plans for public and private sectors.  Improved 834 Healthcare Data System (File Maker Pro) by working with IT Department. Provided analysis of Healthcare data to identify system opportunities and reporting them to IT and top management officials.  Improved performance through training and mentoring staff.  Increased productivity by removing inaccurate data records made by agents that were erroneous, incomplete, improperly formatted or duplicated, and then corrected, replaced and modified them.



Wyndham Grand Orlando Resort Bonnet Creek

• United States
• Hospitality
• 1 - 100 Employee

• Guest Services Agent

  • Apr 2016 - Apr 2017

  FRONT DESK AGENT, WYNDHAM GRAND ORLANDO RESORT, BONNET CREEK, ORLANDO, FL 2016-2017 Served as Customer Service Ambassador. Ensured high levels of customer service by fostering a positive relationship with guests to promote satisfaction and loyalty. Prepared, examined, and analyzed financial records and other reports for completeness, to assess accuracy and conformance to procedural and reporting standards.  Ensured first class service and greeted guests with a warm, friendly… Show more FRONT DESK AGENT, WYNDHAM GRAND ORLANDO RESORT, BONNET CREEK, ORLANDO, FL 2016-2017 Served as Customer Service Ambassador. Ensured high levels of customer service by fostering a positive relationship with guests to promote satisfaction and loyalty. Prepared, examined, and analyzed financial records and other reports for completeness, to assess accuracy and conformance to procedural and reporting standards.  Ensured first class service and greeted guests with a warm, friendly, professional, and hospitable manner.  Accurately posted and thoroughly reviewed charges to guest folios and collected payments.  Began as PBX Communications Operator, 2016-2016. Show less FRONT DESK AGENT, WYNDHAM GRAND ORLANDO RESORT, BONNET CREEK, ORLANDO, FL 2016-2017 Served as Customer Service Ambassador. Ensured high levels of customer service by fostering a positive relationship with guests to promote satisfaction and loyalty. Prepared, examined, and analyzed financial records and other reports for completeness, to assess accuracy and conformance to procedural and reporting standards.  Ensured first class service and greeted guests with a warm, friendly… Show more FRONT DESK AGENT, WYNDHAM GRAND ORLANDO RESORT, BONNET CREEK, ORLANDO, FL 2016-2017 Served as Customer Service Ambassador. Ensured high levels of customer service by fostering a positive relationship with guests to promote satisfaction and loyalty. Prepared, examined, and analyzed financial records and other reports for completeness, to assess accuracy and conformance to procedural and reporting standards.  Ensured first class service and greeted guests with a warm, friendly, professional, and hospitable manner.  Accurately posted and thoroughly reviewed charges to guest folios and collected payments.  Began as PBX Communications Operator, 2016-2016. Show less



Forrest General Hospital

• United States
• Hospitals and Health Care
• 700 & Above Employee

• ER Senior Patient Access Representative & Medical Interpreter

  • Oct 2013 - Feb 2016

  SENIOR EMERGENCY ROOM PATIENT REPRESENTATIVE AND INTERPRETER, FORREST GENERAL HOSPITAL, HATTIESBURG, MS 2013-2016 Interviewed and registered patients for all hospital departments in high volume, fast-paced Emergency Room Level II Trauma Center in 500+ bed hospital including ER triage, Minor Care and discharge office and all hospital departments. Expertise in ER trauma unit registration for land and air ambulance including Life Flight, Rescue 7. Collected payments and obtained and verified… Show more SENIOR EMERGENCY ROOM PATIENT REPRESENTATIVE AND INTERPRETER, FORREST GENERAL HOSPITAL, HATTIESBURG, MS 2013-2016 Interviewed and registered patients for all hospital departments in high volume, fast-paced Emergency Room Level II Trauma Center in 500+ bed hospital including ER triage, Minor Care and discharge office and all hospital departments. Expertise in ER trauma unit registration for land and air ambulance including Life Flight, Rescue 7. Collected payments and obtained and verified insurance, benefits and eligibility. Reviewed medical records for accuracy. Obtained signatures on all required forms. Trained new staff. Performed administrative tasks and bookkeeping. Assisted with financial counseling, medical records, data entry, collections, and postings. Expertise in medical terminology.  Awarded highest honors for exceptional patient care, work ethics, teamwork, leadership, interpreter and integrity.  Member of the Emergency Room Alpha and Bravo trauma teams.  Served as interpreter, cultural liaison, and mediator. Interpreted and translated written and verbal material/medical orders and instructions for the ER, all hospital departments, physicians, staff and peers including Hattiesburg Clinic, and their 2,000+ staff members.  Provided courteous patient care and addressed patients and their family’s concerns establishing a rapport with people of all ages, cultures, and diverse backgrounds.  Provided ongoing support to a multi-disciplinary team of doctors, nurses, technicians, and other staff.  Reacted calmly and effectively in emergency situations while resolving problems.  Recognized as creative problem solver and go-to person for day to day issues and inter-office relations.  Provided quality patient care and addressed patient’s concerns while being flexible with work schedules, energetic, hardworking, and resourceful. Show less SENIOR EMERGENCY ROOM PATIENT REPRESENTATIVE AND INTERPRETER, FORREST GENERAL HOSPITAL, HATTIESBURG, MS 2013-2016 Interviewed and registered patients for all hospital departments in high volume, fast-paced Emergency Room Level II Trauma Center in 500+ bed hospital including ER triage, Minor Care and discharge office and all hospital departments. Expertise in ER trauma unit registration for land and air ambulance including Life Flight, Rescue 7. Collected payments and obtained and verified… Show more SENIOR EMERGENCY ROOM PATIENT REPRESENTATIVE AND INTERPRETER, FORREST GENERAL HOSPITAL, HATTIESBURG, MS 2013-2016 Interviewed and registered patients for all hospital departments in high volume, fast-paced Emergency Room Level II Trauma Center in 500+ bed hospital including ER triage, Minor Care and discharge office and all hospital departments. Expertise in ER trauma unit registration for land and air ambulance including Life Flight, Rescue 7. Collected payments and obtained and verified insurance, benefits and eligibility. Reviewed medical records for accuracy. Obtained signatures on all required forms. Trained new staff. Performed administrative tasks and bookkeeping. Assisted with financial counseling, medical records, data entry, collections, and postings. Expertise in medical terminology.  Awarded highest honors for exceptional patient care, work ethics, teamwork, leadership, interpreter and integrity.  Member of the Emergency Room Alpha and Bravo trauma teams.  Served as interpreter, cultural liaison, and mediator. Interpreted and translated written and verbal material/medical orders and instructions for the ER, all hospital departments, physicians, staff and peers including Hattiesburg Clinic, and their 2,000+ staff members.  Provided courteous patient care and addressed patients and their family’s concerns establishing a rapport with people of all ages, cultures, and diverse backgrounds.  Provided ongoing support to a multi-disciplinary team of doctors, nurses, technicians, and other staff.  Reacted calmly and effectively in emergency situations while resolving problems.  Recognized as creative problem solver and go-to person for day to day issues and inter-office relations.  Provided quality patient care and addressed patient’s concerns while being flexible with work schedules, energetic, hardworking, and resourceful. Show less



Aslan Trends

• The Netherlands

• International Sales Representative & Public Relations Specialist

  • Feb 2009 - Oct 2012

  INTERNATIONAL SALES REPRESENTATIVE AND PUBLIC RELATIONS SPECIALIST, ASLAN TRENDS, THE NETHERLANDS 2009-2012 Performed comprehensive market research on products, competition, and local businesses. Created and executed business plans. Developed growth strategies targeting market penetration, marketing communication and distribution. Pursued new methods to achieve results, performed research, and analyzed trends. Served as liaison with social media and trade magazines including Vogue. Handled… Show more INTERNATIONAL SALES REPRESENTATIVE AND PUBLIC RELATIONS SPECIALIST, ASLAN TRENDS, THE NETHERLANDS 2009-2012 Performed comprehensive market research on products, competition, and local businesses. Created and executed business plans. Developed growth strategies targeting market penetration, marketing communication and distribution. Pursued new methods to achieve results, performed research, and analyzed trends. Served as liaison with social media and trade magazines including Vogue. Handled negotiations and planned social events.  Introduced Aslan Trends luxury yarns to European market. Developed and executed public relations strategies establishing European exclusive distributors and strengthened a web of sales force agents throughout the European market. Worked with high-profile clients in European Union.  Increased sales by 40% in first quarter. Secured new business through marketing and product and service expansion.  Gained new business through lead generation, networking, and making cold calls. Set up exhibits at EU trade shows.  Increased sales by establishing and maintaining key relationships with organizations and corporate clients. Show less INTERNATIONAL SALES REPRESENTATIVE AND PUBLIC RELATIONS SPECIALIST, ASLAN TRENDS, THE NETHERLANDS 2009-2012 Performed comprehensive market research on products, competition, and local businesses. Created and executed business plans. Developed growth strategies targeting market penetration, marketing communication and distribution. Pursued new methods to achieve results, performed research, and analyzed trends. Served as liaison with social media and trade magazines including Vogue. Handled… Show more INTERNATIONAL SALES REPRESENTATIVE AND PUBLIC RELATIONS SPECIALIST, ASLAN TRENDS, THE NETHERLANDS 2009-2012 Performed comprehensive market research on products, competition, and local businesses. Created and executed business plans. Developed growth strategies targeting market penetration, marketing communication and distribution. Pursued new methods to achieve results, performed research, and analyzed trends. Served as liaison with social media and trade magazines including Vogue. Handled negotiations and planned social events.  Introduced Aslan Trends luxury yarns to European market. Developed and executed public relations strategies establishing European exclusive distributors and strengthened a web of sales force agents throughout the European market. Worked with high-profile clients in European Union.  Increased sales by 40% in first quarter. Secured new business through marketing and product and service expansion.  Gained new business through lead generation, networking, and making cold calls. Set up exhibits at EU trade shows.  Increased sales by establishing and maintaining key relationships with organizations and corporate clients. Show less



Margarita Fernández's Advertising and Public Relations Agency

• Puerto Rico, The Netherlands, and USA

• Owner, Public Relations Specialist & Public Affairs

  • Jan 2006 - Jan 2009

  OWNER, MARGARITA FERNANDEZ ADVERTISING AGENCY AND PUBLIC RELATIONS AGENCY, PUERTO RICO AND EUROPE 2006-2009 Developed and executed public relations for clients. Developed expertise in foreign affairs through extensive research on legislation, treaties, and education initiatives within The Netherlands government and the European Union (Bureau of Consular Affairs, Ministry of Foreign Affairs, and Ministry of Public Health). Built and established strong relationships with… Show more OWNER, MARGARITA FERNANDEZ ADVERTISING AGENCY AND PUBLIC RELATIONS AGENCY, PUERTO RICO AND EUROPE 2006-2009 Developed and executed public relations for clients. Developed expertise in foreign affairs through extensive research on legislation, treaties, and education initiatives within The Netherlands government and the European Union (Bureau of Consular Affairs, Ministry of Foreign Affairs, and Ministry of Public Health). Built and established strong relationships with clients.  Coordinated special events for non-profit organizations (American Cancer Association, American Heart Association and fundraising events).  Served as public relations and media specialist for the NCAA Championship for the University of Southern Mississippi Men’s Golf team as well as Florida International University Ladies’ Team.  Achieved repeated success in achieving clients’ goals through completing public relations assignments, communications, managing crisis, and developing strategies to resolve problems. Show less OWNER, MARGARITA FERNANDEZ ADVERTISING AGENCY AND PUBLIC RELATIONS AGENCY, PUERTO RICO AND EUROPE 2006-2009 Developed and executed public relations for clients. Developed expertise in foreign affairs through extensive research on legislation, treaties, and education initiatives within The Netherlands government and the European Union (Bureau of Consular Affairs, Ministry of Foreign Affairs, and Ministry of Public Health). Built and established strong relationships with… Show more OWNER, MARGARITA FERNANDEZ ADVERTISING AGENCY AND PUBLIC RELATIONS AGENCY, PUERTO RICO AND EUROPE 2006-2009 Developed and executed public relations for clients. Developed expertise in foreign affairs through extensive research on legislation, treaties, and education initiatives within The Netherlands government and the European Union (Bureau of Consular Affairs, Ministry of Foreign Affairs, and Ministry of Public Health). Built and established strong relationships with clients.  Coordinated special events for non-profit organizations (American Cancer Association, American Heart Association and fundraising events).  Served as public relations and media specialist for the NCAA Championship for the University of Southern Mississippi Men’s Golf team as well as Florida International University Ladies’ Team.  Achieved repeated success in achieving clients’ goals through completing public relations assignments, communications, managing crisis, and developing strategies to resolve problems. Show less



Government of Puerto Rico, House of Representative

• San Juan, Puerto Rico

• Press Secretary & Executive Representative Assistant

  • Dec 2004 - Oct 2005

  PRESS SECRETARY AND EXECUTIVE ASSISTANT, GOVERNMENT OF PUERTO RICO, HOUSE OF REPRESENTATIVES, SAN JUAN, PUERTO RICO 2004-2005 Supervised staff and interns. Implemented complex public and media relations. Performed administrative and constituent services. Coordinated agenda, calendar of events, and appointments. Served as spokesperson and master of ceremonies.  Created positive and dynamic political new image nationwide for Chairwoman of House of Representatives, former speaker of the… Show more PRESS SECRETARY AND EXECUTIVE ASSISTANT, GOVERNMENT OF PUERTO RICO, HOUSE OF REPRESENTATIVES, SAN JUAN, PUERTO RICO 2004-2005 Supervised staff and interns. Implemented complex public and media relations. Performed administrative and constituent services. Coordinated agenda, calendar of events, and appointments. Served as spokesperson and master of ceremonies.  Created positive and dynamic political new image nationwide for Chairwoman of House of Representatives, former speaker of the Puerto Rico House of Representative.  Advised Representative heads of departments and relevant officers on a range of public affairs and communication issues.  Prepared press conferences, press releases, speeches, talking points, and media tours.  Served as liaison and advisor between the House, the Senate Representatives, and the Department of State. Served as Advisor between Puerto Rico, the United States and international countries for top government officials.  Successfully negotiated issues and solutions to controversial issues in a variety of settings.  Interacted with and performed daily media monitoring (print, broadcast, social media and internet). Show less PRESS SECRETARY AND EXECUTIVE ASSISTANT, GOVERNMENT OF PUERTO RICO, HOUSE OF REPRESENTATIVES, SAN JUAN, PUERTO RICO 2004-2005 Supervised staff and interns. Implemented complex public and media relations. Performed administrative and constituent services. Coordinated agenda, calendar of events, and appointments. Served as spokesperson and master of ceremonies.  Created positive and dynamic political new image nationwide for Chairwoman of House of Representatives, former speaker of the… Show more PRESS SECRETARY AND EXECUTIVE ASSISTANT, GOVERNMENT OF PUERTO RICO, HOUSE OF REPRESENTATIVES, SAN JUAN, PUERTO RICO 2004-2005 Supervised staff and interns. Implemented complex public and media relations. Performed administrative and constituent services. Coordinated agenda, calendar of events, and appointments. Served as spokesperson and master of ceremonies.  Created positive and dynamic political new image nationwide for Chairwoman of House of Representatives, former speaker of the Puerto Rico House of Representative.  Advised Representative heads of departments and relevant officers on a range of public affairs and communication issues.  Prepared press conferences, press releases, speeches, talking points, and media tours.  Served as liaison and advisor between the House, the Senate Representatives, and the Department of State. Served as Advisor between Puerto Rico, the United States and international countries for top government officials.  Successfully negotiated issues and solutions to controversial issues in a variety of settings.  Interacted with and performed daily media monitoring (print, broadcast, social media and internet). Show less



EL Legado Golf Resort Chi Chi Rodriguez, Senior PGA Tour

• Puerto Rico

• Director of Public Relations & Executive Assistant

  • 2000 - 2002

  Broadcast all digital media. Created and executed integrated public relations and communications strategy for promotion and launch of a five star resort. Achieved all profit targets. • Wrote informative press releases, speeches and press kits. Provided effective communications strategies, advice, and support to the President and Chief executives, Board of Directors and top Government officials. • Authored and produced editorial content for Mr. Chi Chi Rodríguez and El Legado Golf Resort.… Show more Broadcast all digital media. Created and executed integrated public relations and communications strategy for promotion and launch of a five star resort. Achieved all profit targets. • Wrote informative press releases, speeches and press kits. Provided effective communications strategies, advice, and support to the President and Chief executives, Board of Directors and top Government officials. • Authored and produced editorial content for Mr. Chi Chi Rodríguez and El Legado Golf Resort. • Acted as spokesperson, master of ceremony, event organizer and fundraiser. Created and maintained comprehensive list of press individuals, media outlets, government and corporations. Show less Broadcast all digital media. Created and executed integrated public relations and communications strategy for promotion and launch of a five star resort. Achieved all profit targets. • Wrote informative press releases, speeches and press kits. Provided effective communications strategies, advice, and support to the President and Chief executives, Board of Directors and top Government officials. • Authored and produced editorial content for Mr. Chi Chi Rodríguez and El Legado Golf Resort.… Show more Broadcast all digital media. Created and executed integrated public relations and communications strategy for promotion and launch of a five star resort. Achieved all profit targets. • Wrote informative press releases, speeches and press kits. Provided effective communications strategies, advice, and support to the President and Chief executives, Board of Directors and top Government officials. • Authored and produced editorial content for Mr. Chi Chi Rodríguez and El Legado Golf Resort. • Acted as spokesperson, master of ceremony, event organizer and fundraiser. Created and maintained comprehensive list of press individuals, media outlets, government and corporations. Show less



Wyndham Condado Plaza Hotel and Casino

• San Juan, Puerto Rico

• Manager Coordinator for Reservations, Credit and Hospitality

  • 1987 - 1991

  Oversaw and managed the reservation, casino credit, and hospitality departments. Recruited, supervised and trained a team of professionals for each division. Actively participated in top management staff meetings. Adaptability to work under pressure. Served as Executive Assistant to the Vice President. Proactively identified and resolved Hotel (in-house customer) and Casino customer (outside customer) situations. Excellent leadership and team work relationships with every hotel… Show more Oversaw and managed the reservation, casino credit, and hospitality departments. Recruited, supervised and trained a team of professionals for each division. Actively participated in top management staff meetings. Adaptability to work under pressure. Served as Executive Assistant to the Vice President. Proactively identified and resolved Hotel (in-house customer) and Casino customer (outside customer) situations. Excellent leadership and team work relationships with every hotel department. Increased revenue profit margins by reducing cost. Show less Oversaw and managed the reservation, casino credit, and hospitality departments. Recruited, supervised and trained a team of professionals for each division. Actively participated in top management staff meetings. Adaptability to work under pressure. Served as Executive Assistant to the Vice President. Proactively identified and resolved Hotel (in-house customer) and Casino customer (outside customer) situations. Excellent leadership and team work relationships with every hotel… Show more Oversaw and managed the reservation, casino credit, and hospitality departments. Recruited, supervised and trained a team of professionals for each division. Actively participated in top management staff meetings. Adaptability to work under pressure. Served as Executive Assistant to the Vice President. Proactively identified and resolved Hotel (in-house customer) and Casino customer (outside customer) situations. Excellent leadership and team work relationships with every hotel department. Increased revenue profit margins by reducing cost. Show less



WSJN - TV News Channel

• San Juan, Puerto Rico

• Assistant Producer

  • 1986 - 1987

  Served as production and field coordinator. Provide effective coordination of staff. Supervised a staff of 24 reporters and cameramen. Managed schedule and arranged the staff into effective teams, made travel arrangements for reporters and crew members. Supervised post production editing and supervised the journalist on the set. Managed production schedule and coordinated production crew, reporters, editors and graphic designers to meet deadlines. Served as production and field coordinator. Provide effective coordination of staff. Supervised a staff of 24 reporters and cameramen. Managed schedule and arranged the staff into effective teams, made travel arrangements for reporters and crew members. Supervised post production editing and supervised the journalist on the set. Managed production schedule and coordinated production crew, reporters, editors and graphic designers to meet deadlines.