Diana Luciano

• Unclaimed property investigation, with assets being held by the state of Florida, managing over 200 accounts per week, outbound calling each client to offer office services and handling accounts afterwards. Reaching out to notaries for signing appointments.
• Conducted thorough investigations to locate individuals and assets.
• Communicated effectively with clients to advise about reimbursements processes and payment arrangements.
• Maintained detailed records of all recovery activities and interactions.
• Communicated effectively with customers via phone, email, mail, or other methods.
• Provided customer service support by responding promptly to inquiries from clients regarding their accounts.
• Researched complex cases involving multiple parties in order to develop an effective resolution strategy.

• Outbound calling (up to 80 calls or cases per day) inbounds up to 10 per day

• Follow-up with customers to ensure payments
• Investigation of billing and payment problems
• Verification of data and/or updated customer records
• Managed customer accounts and resolved payment discrepancies effectively.
• Communicated with clients regarding outstanding balances and payment options.
• Documented collection activities in company systems for accurate record-keeping.
• Collaborated with team members to streamline collection processes and improve efficiency.
• Conducted follow-up calls to ensure timely payments from customers.
• Maintained compliance with industry regulations during all collection activities.
• Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
• Processed incoming payments accurately using computerized systems; verified amounts against invoices and statements before posting transactions.

• Reviewed medical claims for accuracy and completeness.
• Processed insurance claims using advanced billing software.
• Communicated with healthcare providers regarding claim issues.
• Maintained up-to-date knowledge of insurance regulations.
• Collaborated with team members to streamline claim processing workflows.
• Documented all interactions and resolutions in the claims management system.
• Adhered to HIPAA regulations while managing confidential patient information.
• Eligibility verification
• Independent work

• Management of new and existing Insurance policies
• Payment application
• Critical and analytical thinking
• Great time management and use of a variety of computer programs
• Coordinated documentation and ensured compliance with company policies and regulations.
• Reviewed applications for accuracy and completeness before processing.
• Collaborated with team members to streamline enrollment workflows and improve service.
• Engaged with cross-functional teams to enhance customer experience during enrollment.
• Verified all required documentation prior to enrolling a client within the insurance
• Assisted clients with enrollment processes and answered inquiries efficiently.

• Management of existing policies
• Constant communication with agents to serve client policies
• Great customer service and conflict resolution skills
• Changes to client policies within 24h-48hr response
• Teamwork
• Advised management on policy changes that could reduce the risk of future conflicts arising.
• Entered data into case management system software programs to track progress of cases.

• As a recruitment specialist, I acquired strong communication skills and expertise in management search
• Dedicated to finding the right personnel for various companies and industries
• I excel in teamwork and consistently followed up with potential candidates to ensure successful matches
• Employment Pros
• Conducted initial phone screenings to assess candidate qualifications.
• Collaborated with teams to understand staffing needs and job requirements.
• Reviewed resumes, conducted phone screens, and managed candidate pipelines.

• Focus on Technical support, customer service, troubleshooting
• Quality control
• Developed strategies for enhancing customer satisfaction by providing efficient solutions and maintaining high service standards
• Collaborated with team members to identify best practices and implement training programs to improve overall performance
• Actively contributed to the development of new processes to increase efficiency and reduce response times
• Fostered positive relationships with clients by addressing their concerns promptly and effectively, ensuring a seamless customer experience
• ALORICA

• Transcribe audio files or live recordings to written format
• Inside (critical and valuable) information handling
• Working under pressure
• Advensus