Carmen Perez Escalera
Elmwood Park
Summary
Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Experienced Supervisor leads team members to complete jobs on-time. Assigns tasks, trains employees, and implements company procedures. Excellent communication and listening skills. Provides leadership and vision, driving teams to meet goals.
Overview
37
37
years of professional experience
Work History
Supervisor
Social Security Adminstration
12.2021 - 09.2024
- Supervised staff to ensure compliance with Social Security regulations and policies.
- Facilitated training sessions to enhance team knowledge of benefits administration processes.
- Implemented process improvements to streamline workload and reduce processing times.
- Reviewed case files for accuracy, ensuring timely resolution of claims and inquiries.
- Mentored junior staff, fostering professional development and increasing team efficiency.
- Analyzed workflow patterns, identifying opportunities for operational enhancements and cost savings.
- Led initiatives to enhance customer service experience through feedback analysis and implementation of best practices.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
- Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Reduced conflict incidents significantly, fostering cohesive team environment through effective conflict resolution strategies.
Claim Representative
Social Security
09.2004 - 12.2021
- Conduct face-to face and telephone interviews to obtain adjudicate and process information on SSI initial claims, pos-entitlement case, overpayment, redetermination and medical reviews.
- Determine correct evidence required to develop and adjudicate t-16 workloads. Make final authorization for payments or denial on t-16 claims without management review.
- Handle sensitive and irate interviews with tact and using language and professional interviewing skills to resolve discrepancies and to tailor individual level of understanding.
Patient Accounts
Rush North Shore Hospital
09.1998 - 08.2000
- Accounts collector, submitted itemized statements to HMO, PPO, Commercial insurance, IDPA, Medicare and Self pay;
- Processed payments and followed-up on delinquent accounts.
Family Service Representative/Secretary/Receptionist
Children Memorial Hospital, Dept. of Urology, Dept. of Psychiatry
03.1998 - 09.1998
- Scheduled and registered patients for medical appointments;
- Obtained HMO/MC authorization; Assisted families with financial issues;
- Processed radiology/laboratory orders;
- Translated medical terminology from English to Spanish for treating physicians.
Data Entry Clerk/Customer Service
Lawrence-weber Medical
03.1996 - 09.1997
- Entered all new patient information in computer;
- Handled billing questions, public aid claims and resolved patient complaints;
- Trained new employees in Rescot Systems.
Customer Service Representative
Arc Venture-home Pharmacy
01.1993 - 10.1995
- Receptionist, handled intake calls (up to 170 call per day);
- Processed prescriptions and assisted customers regarding insurance/co-payments;
- Translated for support programs.
Sales Consultant/Customer Service
Castillo Travel & Tours
05.1991 - 01.1993
- Booked reservations for air, hotel, cruises, tours and car rentals;
- Prepared airline corporation report.
Administrative Assistant
Dynair Service
07.1990 - 04.1991
- Assisted general manager, processed accounts receivable, payable and payroll;
- Human resource representative.
Passenger Service Agent
Ecuatoriana Airlines
06.1987 - 04.1991
- Managed night operations;
- Act as ticket agent, handled inbound flights;
- Prepared arrival and departure reports.
Education
Certified - Medical Terminology
Harold Washington College
Chicago, IL04.1995
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St. Augustine College
Chicago, IL01.1989
AA, Biblical Studies - Communications
Colorado Christian University
Denver, CO08-2026
Skills
- Computer Skills: proficient in Microsoft Office Suite (Word, Excel, Power point, Publisher), WordPerfect 10, Quick books, Windows; Sabre ICOT, Fox Pro, Compotack, Rescot System; type 90 wpm;
- Bilingual/Qualified Translator: possess oral and written skills in English and Spanish;
- Highly focused and results-oriented;
- Able to identify goals and priorities and resolve issues in initial stages;
- Utilize logic, research, reasoning, language and problem solving skills;
- Excel in dynamic and demanding environments while maintaining pragmatic and focused
- Training and mentoring
- Staff management
- Customer service
- Employee motivation
- Decision-making
- Staff development
- Operations management
- Process monitoring and improvement
- Policy enforcement
- Conflict resolution
Timeline
Supervisor
Social Security Adminstration
12.2021 - 09.2024
Claim Representative
Social Security
09.2004 - 12.2021
Patient Accounts
Rush North Shore Hospital
09.1998 - 08.2000
Family Service Representative/Secretary/Receptionist
Children Memorial Hospital, Dept. of Urology, Dept. of Psychiatry
03.1998 - 09.1998
Data Entry Clerk/Customer Service
Lawrence-weber Medical
03.1996 - 09.1997
Customer Service Representative
Arc Venture-home Pharmacy
01.1993 - 10.1995
Sales Consultant/Customer Service
Castillo Travel & Tours
05.1991 - 01.1993
Administrative Assistant
Dynair Service
07.1990 - 04.1991
Passenger Service Agent
Ecuatoriana Airlines
06.1987 - 04.1991
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St. Augustine College
Certified - Medical Terminology
Harold Washington College
AA, Biblical Studies - Communications
Colorado Christian University
AWARDS
Three time recipient of OPAA Award, -Excellence in Customer Service, -Excellence in Billing