Summary
Overview
Work History
Education
Skills
Languages
Certification
References
Timeline
Generic

Marlon Sagastume

Deux Montagnes,Canada

Summary

Accomplished team leader with over 17 years of expertise in customer service and sales. Proven ability to enhance team productivity by refining operational procedures. Strong background in handling confidential patient information with a commitment to privacy standards. Highly skilled in Microsoft Word, Excel, and PowerPoint, with a focus on delivering precise results in fast-paced environments.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Medical Records Lead

Circle Medical
Deux Montagnes, Canada
08.2021 - Current
  • Responded to patient medical records inquiries via email, chat, and fax with efficiency and professionalism.
  • Coordinated the delivery of consent forms to healthcare facilities through fax and email.
  • Uploaded and organized patient documents in individual charts, ensuring full regulatory compliance.
  • Investigated and resolved complex agent requests; retrieved patient records for use by medical staff.
  • Reviewed patient records for accuracy and adherence to HIPAA standards.
  • Provided frontline support to agents by addressing issues, inquiries, and complex case escalations.
  • Led training sessions for a team of 30 agents on departmental tools, protocols, and best practices.
  • Monitored daily volumes to allocate resources efficiently and implement process improvements.
  • Managed key performance indicators (KPIs) to maintain high service quality and operational targets.
  • Coached team members through regular performance evaluations and feedback sessions.
  • Mentored agents to promote professional development, accountability, and team cohesion.
  • Collaborated with product teams to relay user feedback and recommend new features for the internal app, contributing to measurable improvements in functionality and user experience.

Escalations Manager

Flighthub
Montreal, Canada
11.2019 - 04.2020
  • Answered complex travel-related inquiries via telephone and email, providing precise support.
  • Facilitated effective communication with clients and stakeholders to resolve escalated issues.
  • Reviewed phone recordings of escalated cases to identify improvement opportunities.
  • Diligently followed up on pending cases, ensuring timely resolution of outstanding issues.
  • Maintained customer communication through professional updates on case statuses.
  • Developed comprehensive knowledge of airline fare rules to enhance customer support accuracy.
  • Contributed to onboarding by providing training on various systems and processes for new employees.

EHM Customer Service Manager

CAMP Systems International
04.2011 - 04.2018
  • Acted as first line of support for EHM inquiries across multiple departments, including Software & Development, Billing, and DPHM Support.
  • Documented and maintained customer service processes to comply with ISO 9001 standards.
  • Troubleshot quality escape issues, ensuring adherence to ISO 9001 requirements.
  • Conducted annual internal audits to verify compliance with ISO 9001 certification.
  • Provided updates on KPIs and addressed current issues during weekly CSR team meetings.
  • Assisted in testing and deployment of software updates and new features.
  • Handled inbound calls from irate customers, successfully de-escalating situations and providing solutions.
  • Organized workload distribution among CSRs to ensure efficient task completion.

Education

Management - Principles of Management

Cursera
Johns Hopkins University

General Studies -

Francision Camille Laurin
Greefield Park

High School Diploma -

US. Grant High School
Van Nuys

High School Diploma -

Valley Village Junior Collage
Valley Village

Skills

  • Web browsers: Internet Explorer, Firefox, Google Chrome
  • Microsoft Office Suite: Word, PowerPoint, Excel
  • Procedure development and documentation
  • Virtual communication: Skype, Slack, Google meet
  • Meeting scheduling and facilitation
  • Patient data management
  • Client relationship management
  • HIPAA compliance and audits
  • Team leadership

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual
French
Limited

Certification

  • Coursera - Microsoft Excel

References

References available upon request.

Timeline

Medical Records Lead

Circle Medical
08.2021 - Current

Escalations Manager

Flighthub
11.2019 - 04.2020

EHM Customer Service Manager

CAMP Systems International
04.2011 - 04.2018

Management - Principles of Management

Cursera

General Studies -

Francision Camille Laurin

High School Diploma -

US. Grant High School

High School Diploma -

Valley Village Junior Collage

Similar Profiles

CREATE PROFILE
Marlon Sagastume