Josseline Peña
Nuevo Cuscatlan
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
9
9
years of professional experience
Work History
Operations Manager
AMG Installation INC
05.2022 - 06.2024
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Implemented quality control systems that boosted overall product consistency and reliability.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Recruiter Specialist
Task Easy Lawn Mowing
08.2021 - 05.2022
- Developed strong relationships with hiring managers, leading to more efficient communication and better understanding of their needs for open positions.
- Collaborated with HR department to ensure smooth onboarding processes for new employees, facilitating seamless integration into company culture.
- Hired employees and initiated new hire paperwork process.
Patient Care Coordinator
Cognizant Technologies Solutions
11.2019 - 06.2021
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Worked with patients to schedule tests and procedures.
- Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
- Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Coordinated transportation to get patients to and from medical appointments.
- Answered incoming calls, scheduled appointments and filed medical records.
Technical Support Representative
U-Verse AT&T
05.2019 - 11.2019
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
Insurance Specialist
Florida Blue - Blue Cross Blue Shield Of Florida
01.2018 - 05.2019
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Processed eligibility and benefits verification and authorization requests.
- Followed up on denials, late payments, extensions and other special circumstances.
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
- Maintained high standards of customer service by building relationships with clients.
- Resolved discrepancies in insurance payments by collaborating with carriers.
- Reduced claims processing time by effectively collaborating with adjusters, claimants, and internal departments.
- Communicated effectively with members of operations, finance, and clinical departments.
- Maintained confidentiality of patient finances, records, and health statuses.
- Strengthened client relationships through consistent follow-ups, ensuring timely renewals and retention.
- Investigated and processed claims swiftly to keep customers satisfied.
- Utilized CRM software to manage client relationships.
Sales Representative
DISH
04.2016 - 12.2017
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Used customer insights to develop innovative sales strategies to increase sales.
- Generated new leads through networking and attending industry events.
- Negotiated contracts to secure long-term business relationships and favorable pricing for clients.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Utilized CRM software to manage client information, track leads, and monitor sales progress efficiently.
Technical Support Representative
Bell Canada, Btc & Sipcoe
12.2015 - 03.2016
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Diagnosed and troubleshot hardware, software and network issues.
Catalog Sales Associate
Fingerhut Call Center
11.2015 - 12.2015
- Developed rapport with clients through consistent follow-ups, fostering long-term relationships.
- Maintained comprehensive records of customer interactions, streamlining future communication efforts.
- Increased repeat business by offering incentives and promoting new catalog items to existing customers.
- Fielded inquiries regarding catalog offerings, ensuring accurate and timely information.
- Streamlined order processing for faster delivery and increased sales revenue.
- Optimized shipping logistics by monitoring carrier performance and identifying areas for improvement.
- Managed inventory tracking system, reducing stock discrepancies and increasing accuracy of fulfillment processes.
- Communicated with customers to verify information, fill out appropriate paperwork and carry out specified requests.
- Double-checked customer orders and information before filling out order forms to prevent unnecessary delays and errors.
- Maximized customer satisfaction by checking outgoing documents and shipment labels for accuracy and conformance to outlined customer requirements and preferences.
- Recommended merchandise and services that would meet customer needs.
- Contacted customers to collect payments and verify or add to existing information, consistently providing timely, accurate and customer-oriented service.
Education
Associate of Administration - Business Administration And Management
AVANZA Formacion Continua
El Salvador, El Salvador01.2025
Certificate - Marketing Specialist
AVANZA Formación Continua
El Salvador01.2025
Associate of Arts - Cuisine Art
Le Bouquet Cuisine Art
El Salvador, El Salvador11.2020
High School Diploma -
Colegio Bautista
San Salvador, El Salvador11.2011
Extension English Program - EAX School - English Education
EAX School
EL Salvador12.2010
Communication Skills, Leadership And Interpersonal - Human Resources Training
Dale Carnegie Course For Teenagers
El Salvador, El Salvador01.2009
Skills
Problem-Solving
Team Leadership
Operations Management
Customer Service
Goal Setting
Workflow Optimization
Project management abilities
Onboarding and Orientation
Fluent in English
Sales background
Multidisciplinary Collaboration
Negotiation
Customer relations specialist
Microsoft Word
Microsoft Excel
Microsoft Power Point
CANVA
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
Spanish
Native language
English
Advanced
C1
Quote
Fall seven times; stand up eight.
Japanese proverb
Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteHybridImportant To Me
Company CultureWork-life balancePaid time offCareer advancementTeam Building / Company RetreatsWork from home optionFlexible work hoursHealthcare benefitsTimeline
Operations Manager
AMG Installation INC
05.2022 - 06.2024
Recruiter Specialist
Task Easy Lawn Mowing
08.2021 - 05.2022
Patient Care Coordinator
Cognizant Technologies Solutions
11.2019 - 06.2021
Technical Support Representative
U-Verse AT&T
05.2019 - 11.2019
Insurance Specialist
Florida Blue - Blue Cross Blue Shield Of Florida
01.2018 - 05.2019
Sales Representative
DISH
04.2016 - 12.2017
Technical Support Representative
Bell Canada, Btc & Sipcoe
12.2015 - 03.2016
Catalog Sales Associate
Fingerhut Call Center
11.2015 - 12.2015
Associate of Administration - Business Administration And Management
AVANZA Formacion Continua
Certificate - Marketing Specialist
AVANZA Formación Continua
Associate of Arts - Cuisine Art
Le Bouquet Cuisine Art
High School Diploma -
Colegio Bautista
Extension English Program - EAX School - English Education
EAX School
Communication Skills, Leadership And Interpersonal - Human Resources Training
Dale Carnegie Course For Teenagers
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