Shiwaani Prakash
Sacramento
Summary
Highly motivated and committed Medical Assistant with proven history of superior performance at individual, team and organizational levels. Multitasks and prioritizes workloads with little or no supervision. Detail-oriented professional looking to bring medical background and team-building skills to deadline-driven environment.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support
Volt Workforce Solutions
08.2023 - 06.2024
- Managing Apple devices in an organization, including planning, configuring, and deploying updates and fixes
- Performing technical support tasks for users, including answering questions about product usage, troubleshooting problems with devices, and performing basic maintenance tasks like updating computer software or replacing batteries in portable devices
- Coordinating with other IT departments to ensure that new devices are properly integrated into existing networks
- Performing diagnostics testing to determine what may be causing computer problems
- Maintaining records of network configurations and troubleshooting activities for future reference
- Developed corrective action plans based on findings from investigations and audits
- Monitored production processes to ensure quality standards were met and documented results of inspections
- Prioritized and organized tasks to efficiently accomplish service goals
- Demonstrated leadership by making improvements to work processes and helping to train others
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
Fact Finding Agent
Employment Development Department (EDD)
07.2022 - 02.2023
- Analyzing unemployment claim information to determine the cause of outstanding issues
- Assessing eligibility requirements based on UI Code, Policies, and Procedures
- Evaluating wage and earnings
- Communicating with claimants and employers by phone to obtain missing information
- Working closely with subject matter experts to gain further understanding of unique issues and how to address them
- Referring more complex issues to supervisor or tenured staff
- Notating all contacts and actions taken on a claim clearly and thoroughly
- Demonstrating the ability to make timeline and logical decisions
- Navigate Sharepoint, check all the cases assigned and go through old cases first to finish then check the new ones from the list
- Navigate CUBS for claimants information including their paid/pending earnings and contact, check BYB date and notate all important information regarding wages
- Navigate OTECH to get informations from the employers side, review each quarter in base period list and update notes on template
- Check Unisys info-image to see the employers certification details on claimants wages details
- Notate employer details from info-image
- Generate form DE2403 from OTECH and save it in the folder and fill out with all the information asked and notated in DE2403
- Using WBA and XE amount from OTECH, complete the calculation using the base period list and notating the WE dates and cross checking with affected weeks and calculate the affected weeks to see if it's excessive or not excessive
- If excessive it's disqualified and not excessive if eligible
- If there's any false information provided by the claimant regarding the employment status or wages and wages not certified, fill out false statement including TPU
- Cross Check with QA for additional questions regarding the claims for further decision on approval or disqualification
Customer Service Representative
Maximus
08.2022 - 10.2022
- Assist parents from Alabama with concerns regarding their child's P-EBT account using Genesys software
- Navigate demographics for Alabama P-EBT and search for students information using child's first and last name/ Date of birth or authorized callers name or child's full SSN
- Check and verify if the caller is listed as authorized caller in the list before providing full information on child
- If caller states he/she is the guardian of the child and is now in their custody, escalating matter to State department for further verification
- Check to see if student is eligible for summer benefits for school year 2021-2022 summer benefit
- Eligible students information should be on benefit list if eligible and school name should be on NSLP list and also child should be enrolled in free/lunch program for further escalation
- After each call log is mandatory to be filled in on the information about the caller and whatever the conversation was about
- Do escalations for guardian change/ incorrect address/ address correct - no card received/ card activation error/ expiring of benefits/ SNAP child benefits
- Escalating to state if child needs a replacement or new card if the address is changed
- Request for further assistance from supervisors available if necessary
Technical Support
Volt Workforce Solutions
01.2022 - 03.2022
- Check in all the units received from fed-ex through customers
- Do a visual manual inspection on the products to see if there's any liquid or physical damage or if it's a non Apple product
- Check on GSX if the repair is open and customers physical address is updated
- If it's a Apple product with no damages, do a function test and check what the faulty is - do a diagnostic test on product and do data entry on GSX to complete repair
- Order and replace parts if found faulty
- If there's a liquid or physical damage and not covered by Apple care plus then do requote for customer to pay in order to get replaced parts
- If product received is fake, assign unit on GSX as tampered and ship it back to customer
Externship
AccentCare hospice and Palliative care
10.2021 - 12.2021
- Answering the phone calls and assisting the patients family members or nurse or other facility workers for the information they asking for
- Sorting and filing the reports and documents of patients received from the Doctor or other medical facilities
- Audit all the active and discharged patients files to see if there's no duplicate or different patients reports according to HIPAA Law
- Preparing new patients binders with greetings and pamphlets of the services we provide
- Call facilities and check on patients if they need supplies and if they are doing well
- Making Bereavement calls to family members whose loved one has passed away being our patient
- Visiting patients in facilities and providing supportive presence and talking to them, asking them questions, making them feel comfortable and happy and observe if there's any physical or emotional changes
Customer Service Representative
Vision Investment Limited (Fiji Islands)
02.2015 - 01.2018
- Answering incoming calls from customer regarding their purchase or orders
- Answer inquiries and questions
- Handle complaints
- Troubleshoot problems and provide information
- Respond to emails
- Research required information using available resources
- Data entry for new customers in the system
Education
Diploma - Medical Assisting
UEI College
Sacramento, CA05-2025
Diploma - Medical Billing And Coding Insurance
UEI College
Sacramento, CA05-2022
Skills
- In-field technical support
- HIPAA compliance
- Patient scheduling
- Customer service
- Medical terminology
- Vital sign monitoring
- EMR / EHR
- Direct patient care
- Clinical documentation
- Patient-focused care
- Data entry
- Phlebotomy
- Procedure assistance
Certification
- CPR/AED Certification
Languages
Fiji
Native or Bilingual
Hindi
Native or Bilingual
Timeline
Technical Support
Volt Workforce Solutions
08.2023 - 06.2024
Customer Service Representative
Maximus
08.2022 - 10.2022
Fact Finding Agent
Employment Development Department (EDD)
07.2022 - 02.2023
Technical Support
Volt Workforce Solutions
01.2022 - 03.2022
Externship
AccentCare hospice and Palliative care
10.2021 - 12.2021
Customer Service Representative
Vision Investment Limited (Fiji Islands)
02.2015 - 01.2018
- CPR/AED Certification
Diploma - Medical Assisting
UEI College
Diploma - Medical Billing And Coding Insurance
UEI College
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