ZENDY DIAZ
Bakersfield
Summary
Diligent, dependable and hard-working individual. Ready to contribute solid effort as a team member. Committed to provide exceptional customer service. Successful at managing multiple priorities with a strong work ethic and a positive attitude.
Overview
9
9
years of professional experience
Work History
Compliance Coordinator
AppleOne
10.2023 - Current
- Improved compliance by developing and implementing comprehensive policies and procedures.
- Conducted thorough audits to identify areas for improvement in regulatory adherence.
- Enhanced company reputation by ensuring strict compliance with all applicable laws and regulations.
- Compiled internal information for compliance audit by reviewing company policy documentation, non-compliance reports and investigations into questionable conduct.
- Developed and maintained compliance database, tracking all compliance activities and documents.
- Prepared and submitted regulatory filings in timely manner.
- Maintained up-to-date knowledge of applicable laws and regulations.
Fact Finding Agent
Maximus/ Corestaff Services
04.2022 - 02.2023
- Used critical thinking skills to analyze all information, notes along with documentation to identify gaps or discrepancies in information.
- Reviewed unemployment insurance claims with outstanding employer protest issues in order to process and adjudicate benefits claims.
- Inbound/ outbound high call volume
- Provided exceptional customer service.
- Used time management to work bilingual caseload effectively.
- Established strong customer relationships, building recommendations and loyalty.
- Documented all actions taken on claims accurately and thoroughly, detailed data entry.
- Maintained comprehensive product knowledge for accurate and informative customer advice.
- Informed clients of policies and procedures.
- De-escalated and resolved caller issues quickly and thoroughly.
- Showed empathy and compassion for claimants' in diverse community going through difficult situations.
- Organized and detail-oriented with strong work ethic.
- Used critical thinking to break down issues, evaluate solutions and make decisions.
English-Spanish Interpreter
Language Lines Services
10.2021 - 04.2022
- Facilitated communication between law enforcement personnel and individuals involved in crimes such as witnesses, as well as for attorneys, judges, hospital staff, school district staff, insurance companies, healthcare facilities and government agencies.
- Provided exceptional customer service.
- Inbound calls over 60 per day
- Interpreted conversations between foreign language-speaking clients and others.
- Maintained confidentiality of data during interpreting sessions due to sensitive nature of discussions.
- Served as resource for staff on language assistance matters, utilizing telephonic and video interpreting equipment.
- Safeguarded translated data by following ethical codes and industry best practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Developed and maintained glossary of technical terms.
Life Insurance Agent/ Manager
PHP Agency Inc
06.2019 - 09.2021
- Managed production for over 20 agents, assisted with business development strategies, verified accuracy, completeness, timely submission along with consistency of eligibility documents.
- Provided coverage option information to assist clients in life policies and in protecting their assets.
- Trained new agents
- Inbound/ outbound high call volume
- Maintained high standards of customer service by building relationships with clients.
- Negotiated with customers and insurance companies to secure favorable policy terms.
- Verified information to identify discrepancies or any missing information needed.
- Analyzed customers' financial situations to recommend appropriate life insurance policies.
- Explained advantages, features, and disadvantages of various policies to new claimants.
- Provided exceptional customer service.
- Interviewed prospective clients to gather information on financial needs as well as discuss existing coverage.
- Assessed information based on codes, policies and procedures.
- Conducted in-home and group presentations to provide detailed explanations of policy guidelines as well as benefits to clients and families.
- Participated in team projects, demonstrated ability to work collaboratively and effectively.
- Conducted annual reviews of existing policies to update information.
Court Services Specialist
Superior Court of Kern County
11.2018 - 06.2019
- Processed paperwork filings, redacted criminal cases, prepared and obtained documents from judges, documented felony cases, and issued warrants.
- Displayed strong telephone etiquette, effectively handled difficult calls.
- Provided exceptional customer service.
- Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances.
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
- Tracked over 200 cases and managed electronic and physical records, created new case files, entered filings, hearings, trials and judgments.
- Documented daily client inquiry into state system, detailed data entry.
- Supported daily courtroom document preparation, filing of referral forms and court notices and judgments for signature.
- Attended required meetings and conferences as well as training sessions to develop and maintain understanding of current policies and laws.
Case Manager
Health Advocates/ Kern Medical Center
03.2015 - 11.2018
- Served as liaison between medical doctors, hospital staff and patients.
- Monitored patients' insurance coverage plans to ensure that their needs were entirely met and covered.
- Assessed community needs as well as identified resources for social and community service programs such as housing and other public benefits.
- Handled claims related to medical cases between patients and insurance carriers.
- Showed empathy and compassion for patients from diverse population going through difficult situations.
- Assisted patients in obtaining Medi-cal, Social Security, Medicare, along with other types of state and federal programs.
- Determined service eligibility of insured as well as uninsured patients.
- Received, processed, and tracked over 10 daily patient insurance applications and documented with speed and accuracy.
- Maintained composure and strong sense of emotional maturity during patient's traumatic events.
- Served as health advocate explaining process requirements while ensuring application was active/ approved.
- Provided exceptional customer service.
- Was able to learn quickly and adapt to new situations.
- Gained strong leadership skills by managing projects from start to finish.
- Maintained HIPPA and PHI regulations at all times.
Education
Associates Degree -
San Joaquin Valley College
Bakersfield, CASkills
- Certified Bilingual English and Spanish
- Typing Certificate 66 WPM
- Customer Service and Care
- Telephone Etiquette
- Critical Thinking/ Problem Solving
- Microsoft Word, Excel, Outlook
- Heavy Data Entry
- Oral and Written Communication
- Leadership Skills
- Processing and Follow up
- Client Relationship Management
- Client Needs Analysis
- Health Insurance
- Inbound/ Outbound Call Center
- Records Management
- Data Verification
- Public Outreach
- Adaptable/ Fast learner
- Compliance Monitoring
- Auditing
- Legal Research
- Data Compilation
- Attention to Detail
- Regulatory Knowledge
- License Verification
- Report Preparation
Timeline
Compliance Coordinator
AppleOne
10.2023 - Current
Fact Finding Agent
Maximus/ Corestaff Services
04.2022 - 02.2023
English-Spanish Interpreter
Language Lines Services
10.2021 - 04.2022
Life Insurance Agent/ Manager
PHP Agency Inc
06.2019 - 09.2021
Court Services Specialist
Superior Court of Kern County
11.2018 - 06.2019
Case Manager
Health Advocates/ Kern Medical Center
03.2015 - 11.2018
Associates Degree -
San Joaquin Valley College
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