Itzaira Lorenzo Hernández
Moca
Summary
Ability to follow instructions and perform tasks quickly. Willingness to learn new skills to adapt to constant changes. Respectful, responsible and disciplined. Excellent interaction with employees, management and willingness to help others. Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 3 years of experience in workforce assessment.
Overview
11
11
years of professional experience
Work History
WFM ANALYST
ACTIVUS CONNECT, LLC
05.2021 - 06.2024
- Conducted regular audits of WFM data integrity, ensuring accurate reporting and analysis capabilities.
- Improved customer satisfaction, ensuring adequate staffing levels during peak business hours.
- Developed custom reports to provide management with valuable insights into workforce performance metrics.
- Established strong relationships with department heads, collaborating on workforce planning initiatives to meet organizational goals.
- Streamlined WFM processes for enhanced efficiency and productivity across the organization.
- Produced and updated documents, reports, and tracking spreadsheets using SharePoint, and Power BI.
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
Clinical Reviewer
MEDEXAMGROUP
06.2018 - 05.2021
- My responsibilities were to review medical clinical records and point out outstanding mental health illnesses for the veterans and make a summary for the clinical psychologist that will evaluate the patient
- Used medical and clinical review guidelines and parameters to maintain consistency in MD review process, appropriate utilization levels and compliance with facility policies and procedures.
- Developed strong working relationships with interdisciplinary teams, fostering a collaborative approach to patient care.
- Served as a reliable resource for team members seeking guidance or clarification on complex cases, fostering a supportive and collaborative work environment.
- Enhanced treatment plans through meticulous analysis of medical records and documentation.
- Assisted in the development of quality improvement initiatives, contributing to better patient outcomes.
- Provided training support for new hires entering the role, sharing best practices gleaned from extensive clinical review experience.
Telemarketer Bilingual Communicator
Commsense, Inc
02.2018 - 06.2018
- Delivered prepared sales task, reading scripts to aid with the descriptions of products or services, and persuade customers to purchase a new product or upgrade an existing one
- Contact private individuals by phone to solicit sales for services, make use of many enquiries to obtain information of client’s needs, explain and deliver value of services or products offered, and answer or clarify any doubts
- Obtained and managed in strict confidentially customer’s information such as full name, address, credit reports, credit card, debit or bank accounts information of payment methods, and enter orders into billing systems
- Gained training experience in different campaigns such as Spectrum and Comcast
- Acquired knowledge and experience in different billing systems such as ICOMS, CSG Enterprise and BUYFLOW.
- Answered calls, took messages, and transferred calls to correct individuals.
- Built relationships with customers using strong persuasion and active listening skills.
Receptionist
Ecoimagenes De Puerto Rico
08.2013 - 08.2016
- Provide customer service, answering phone calls, make copies, and file medical records and medical billing.
- Confirmed appointments, communicated with clients, and updated client records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled cash transactions and maintained sales and payments records accurately.
- Managed multiple tasks and met time-sensitive deadlines.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
Education
BA in Office System Administration - Office System Administration
Interamerican University of Puerto Rico
06.2014
Technical Certificate - Medical Billing
Metropolitan University Aguadilla, PR
06.2008
Skills
- Microsoft Office
- Perfect management in Microsoft Office Programs
- Bilingual
- Multitasking Abilities
- Attention to Detail
- Time management abilities
- Report Generation
- 70 WPM typing speed
- Termination Documentation
- Documentation and Recordkeeping
- Adaptability and Flexibility
- Teamwork and Collaboration
References
Available upon request.
Languages
Spanish
Native language
English
Proficient
C2
Timeline
WFM ANALYST
ACTIVUS CONNECT, LLC
05.2021 - 06.2024
Clinical Reviewer
MEDEXAMGROUP
06.2018 - 05.2021
Telemarketer Bilingual Communicator
Commsense, Inc
02.2018 - 06.2018
Receptionist
Ecoimagenes De Puerto Rico
08.2013 - 08.2016
BA in Office System Administration - Office System Administration
Interamerican University of Puerto Rico
Technical Certificate - Medical Billing
Metropolitan University Aguadilla, PR
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