1. SUMMARY OF QUALIFICATIONS
A highly organized and detail-oriented executive assistant with over 8 years of
experience.
Dedicated and focused; able to prioritize and complete multiple tasks and follow
Through to achieve project deadlines and exceed expectations.
An independent and self-motivated professional with excellent research and writing
skills; able to grow positive relationships with clients and collegues at all
organizational levels.
Computer skills include: MS Word, Excel, Powerpoint, Adobe, Google Docs.
EXPERIENCE
Virtual Medical Receiptionist Supervisor  06/01/2014 – 04/14/2015 Answer Plus
 Planning and coordinating the daily activities of the front office staff
ensuring proper coverage at all times.
 Ensure compliance with HIPAA/OSHA standards.
 Identify problems and make recommendations for resolutions.
 Exhibit values of
 integrity and compassion
 Work account receivable report, make calls as required.
 Work credit balance report, as needed.
 Back up for medical records, filing, posting.
 Check all insurance for accuracy, make necessary phone calls.
 Place charts up for back office.
 Direct all calls to appropriate parties.
 Check answering service for messages, distribute accordingly.
 Answer all triage calls by taking message/or referring to the back office.
 Confirm next day appointments.
 Inform proper parties of all incoming fax messages.
 Pull and prepare charts for the next day.
 Schedule appointments for both offices, accurately and efficiently.
 Maintains accurate control of medical chart dispensing, follow-up.
SKILLS
 10-key by sight, add, subtract, multiply and divide.
 Demonstrate compassion and caring in dealing with others.
 Tactfulness/soft spoken.
 Demonstrate willing to adapt to change.
 Be able to prioritize workload while remaining flexible.
 Confident positive manner and appearance.
 Type at 65 wpm.
 Operate a telephone system.
 Correctable vision and hearing within normal range.
 Knowledge of HIPAA, COMPLIANCE, OSHA.
MARIANA03
[Typeyouraddress][Typeyourphonenumber][Typeyoure-mailaddress]
STEPHANIEGONZALEZ-MARQUEZ
621LeonAveModesto,CA95351(209)927-9772stephaniegonzalez023@hotmail.com

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Team Lead Supervisor  05/01/2013 – 05/31/2014 Intelicaredirect
Member Care Resolution Representative (Promoted) - As a MCRR I was required to provide exemplary
customer service and quality assurance to ensure an excellent and positive reputation for the company.
 Follow up calls on dissatisfied customers to prevent BBB complaints
 Follow up call after assisting dissatisfied customers to ensure satisfactory resolution is met
 Quality Assurance monitoring of calls that result in a chargeback
 Quality Assurance monitoring of all agent
 Live monitoring agents with high chargebacks when time permits
Floor Coach (promoted)- As a floor coach I was responsible for the following duties:
 Assist team leaders with day to day operations:
 Walking around to assist Membership Care Representatives with questions and provide coaching.
 Conduct quality assurance in assistance with Team Leaders following the performance guidelines.
 Coach and mentor employees to succeed with performance guidelines and Quality Assurance scores.
 Manage and review all aspects of Membership Care Representatives performance.
 Must perform a minimum of 2 hours of phone time per week.
 Handle escalated customer calls, and ensure follow thru to resolution. Report the root cause of the issue to
management.
 Ensure that all Membership Care Representatives are in compliance with policies and procedures.
 Assist Team Leaders to manage change through the development, support, and coordination of new
processes and procedures.
 Responsible for coaching agents on: Dress code, break and schedule adherence, RPC, weekly evaluations,
chargebacks and other items that have been directed by management.
 Responsible for documenting the coaching log each and every time an agent is spoken to.
 Responsible for reporting issues with website or CRM immediately (IE: website down or server error.)
 Responsible for teams in the event a Team Leader is absent.
Member Customer Service Team Lead Supervisor- As a Member Customer Service Team Lead (MCTL) I
managed and supervised the day to day operations for the Customer Support Workforce. I was responsible for
coaching and developing assigned teams. I was also responsible for the following duties:
 Conduct quality assurance following the performance guidelines.
 Coach and mentor employees to succeed with performance guidelines and Quality Assurance scores.
 Manage and review all aspects of their team’s performance.
 Must perform a minimum of 2 hours of phone time per week.
 Handle escalated customer calls, and ensure follow thru to resolution.
 Report the root cause of the issue to management.
 Ensure that all team members are in compliance with policies and procedures.
 Manage change through the development, support, and coordination of new processes and procedures.
 Send management the daily attendance report (one hour into shift).
 Host standing team meetings at least three times a week.
 Responsible for coaching agents on: Dress code, break and schedule
 adherence, RPC, weekly evaluations, chargebacks and other items that have
been directed by management.
 Responsible for documenting the coaching log each and every time an agent
is spoken to.
 Responsible for reporting issues with website or CRM immediately (IE:
website down or server error.)
 Responsible for quality assurance adherence of at least three per agent and per week.
 Responsible for at least one live Q&A per agent and per week.
 Responsible for additional teams in the event another lead is absent.
 Responsible for editing time card adjustments and to turn them in daily.

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Office Manager 08/01/2011 – 04/27/2013 Route 66 Plumbing
 Provide outstanding customer service
 Meet monthly weekly and daily sales quotas.
 Product recommendation, schedule and take service and maintenance calls.
 Provide new advertising strategies,
 coupons, specials and social media tactics.
 Schedule service calls and dispatch available service techs.
 Processed weekly payroll, and disciplinary actions.
Customer Service Supervisor 02/10/2010 – 07/25/2011 NCO Financial Systems
 Ensure customer service satisfaction.
 Resolve billing issues, new customer contracts, and sales quotas as an
 individual also as a team and meet monthly weekly and daily sales goals.
 Process daily reports and assist with training a new hire class of 30 agents.
Program Assistant 08/03/2005 09/12/2009) The Boys and Girls Club
 Program Assistant Conduct recreation activities with groups in public, private, or volunteer agencies or
recreation
facilities.
 Organize and promote activities, such as arts and crafts, sports, games, music, dramatics, social
recreation, camping, and hobbies, taking into account the needs and interests of individual members.

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