Janet Carranza
El Paso
Summary
Seasoned bilingual professional with a proven track record in customer service and medical interpretation, honed at companies like Maximus. Excelled in roles requiring Spanish and English fluency, leadership, and critical thinking. Demonstrated expertise in Microsoft Excel and effective management, significantly enhancing client satisfaction and operational efficiency. Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
Work History
Customer Service Representative Bilingual
MAXIMUS
08.2023 - Current
- As a Medicare CSR I was able to learn the process of Medicare Health insurance Programs
- Educated Medicare beneficiaries on when and how to enroll into Medicare programs
- Guided and assisted beneficiaries with process to research and review claims and properly transferred, if necessary
- Assisted beneficiaries order or replace their Medicare card and some instances educated and guided thru Medicare.gov, to utilize self-service when ordering and replacing Medicare Cards
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
HGS
11.2022 - 06.2023
- Answered questions about account types and banking products, such as loans and credit cards
- Checked on the status of customer accounts and tracked checks and payments
- Reviewed and explained account charges
- Took payments and helped customers with credit reallocations
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed approximately 50-60 incoming calls per day from customers.
- Supported branch sales goals with effective cross-selling of banking products, increasing overall revenue.
Medical Interpreter
AMN healthcare
03.2021 - 09.2022
- Consulted reference texts to choose the best-fitting word to deliver a clear, accurate message in the interpretation
- Coached, trained and helped developing new Interpreters along side Supervisors and trainers.
- Provided reference materials to new interpreters to help expanding their vocabulary
- Enhanced patient understanding by accurately translating medical terminology and complex concepts between medical professionals and patients.
- Maintained strict confidentiality, adhering to HIPAA guidelines while handling sensitive medical information during the interpretation process.
Call Center (Interpreter) Bilingual Supervisor
Datamark
03.2019 - 02.2021
- As supervisor I Established program goals; Ensured compliance with Code of ethics and identified training needs.
- Provided support with challenging Interpreter knowledge and helped with performance improvement plans, always ensuring that I was available to provide support with questions and concerns.
- Early work life supervisor, partnered with training department to develop new CSRs.
- Monitored progress of daily operations, used bilingual skills for full clarity, reassigned employees and made operational changes for peak production.
Correspondence Manager
Allergy Ear Nose and Throat
10.2016 - 10.2018
- As a correspondence Manager I supervised mailings were being sent to the appropriate destinations
- Provide an effective and efficient administrative support to Providers and billing department
- Organized and maintained administrative systems and procedures for the Office, to ensure that documentation, information and files both manual and electronically stored can be appropriately and readily retrieved at any time
- Facilitated Interpretation services for Spanish Speaking patients
Education
Surgical Technician -
Paris Jr College
Greenville, Texas2018
High School Diploma -
Athens High School
Athens, Texas2016
Nurse Aid program -
Trinity Valley Community College
Athens, TX2015
Skills
- Spanish and English Fluency
- Microsoft
- Basic medical training
- Call Center Experience
- Organized
- Good time management
- Management
- Training
- Excel
- Supervision
- Coaching
- Leadership
- Customer Service
- Problem-solving abilities
- Critical Thinking
Lob
- Medicare
- Medicare Survey Team
- Marketplace
- Spanish Medical Interpreter
Timeline
Customer Service Representative Bilingual
MAXIMUS
08.2023 - Current
Customer Service Representative
HGS
11.2022 - 06.2023
Medical Interpreter
AMN healthcare
03.2021 - 09.2022
Call Center (Interpreter) Bilingual Supervisor
Datamark
03.2019 - 02.2021
Correspondence Manager
Allergy Ear Nose and Throat
10.2016 - 10.2018
Surgical Technician -
Paris Jr College
High School Diploma -
Athens High School
Nurse Aid program -
Trinity Valley Community College
Similar Profiles
Alexandria HarrisAlexandria Harris
Certified Pharm Tech Data Entry at MaximusCertified Pharm Tech Data Entry at Maximus
Ayanna PorterAyanna Porter
Eligibility Specialist at MaximusEligibility Specialist at Maximus
Thomas (TJ) SteensmaThomas (TJ) Steensma
Public Assistance Eligibility Specialist at MaximusPublic Assistance Eligibility Specialist at Maximus