Azalia Miranda
Tucson
Summary
Customer Service Representative with extensive experience in high-pressure call center environments. Enhanced customer satisfaction through effective resolution strategies and demonstrated strengths in communication, negotiation, and problem-solving. Exhibited patience and empathy while managing unique customer situations and grievances.
Overview
27
27
years of professional experience
Work History
Grievance and Appeals coordinator
Banner Health
Tucson
04.2023 - Current
- Facilitated resolution of grievances through effective communication and coordination.
- Collaborated with departments to ensure compliance with grievance policies and procedures.
- Maintained accurate documentation of grievance cases and related correspondence.
- Analyzed grievance trends to identify areas for process improvement and training needs.
- Provided support to staff in navigating the grievance process and available resources.
- Conducted regular follow-ups to ensure timely resolution of all grievances filed.
Customer Service Representative
Banner Health
09.2014 - 04.2023
- I answer incoming calls from members and providers assisting with everything from sending out material and general benefit and eligibility to assisting providers with prior authorization status and claim status. I work directly with transportation supervisors to resolve escalated issues and I am also in charge of notifying transportation of special requests from our case management team.
customer service and sales representative
afni
Tucson
02.1999 - 10.2013
- Scored in top 10% of employees in first call resolution
- Answered 30-50 calls daily, addressing inquiries, resolving issues, and informing customers about new products.
- Investigated and resolved inquiries and complaints promptly, ensuring customer satisfaction through empathy.
- Managed customer disputes, facilitating solutions that maintained positive relationships.
- Retention specialist
- Collections/payment
Education
Tucson High Magnet School
Tucson, AZSkills
- Exceptional customer service skills
- Customer service compliance
- 25 years call center experience
- Attention to detail
- Multitasking
- Fluent in both Spanish and English
- Knowledge of computers and keyboards
- Dependable
- Dedicated team player
- Independent worker
- Quick learner
Timeline
Grievance and Appeals coordinator
Banner Health
04.2023 - Current
Customer Service Representative
Banner Health
09.2014 - 04.2023
customer service and sales representative
afni
02.1999 - 10.2013
Tucson High Magnet School