Valerie Contreras

Valerie Contreras 2107 W Edinger Ave, Santa Ana, CA 92704-Skills • 9+ years of customer service, providing exceptional service to customers in the medical, behavioral health, and retail environment via phone, web, and face to face interactions • 7+ years of auditing retail sales, medical and behavioral health claim handling and billing • 5+ years of design, development, and implementation of training and production materials • Specialties in MS Word, Excel, and PowerPoint 50+ WPM Work Experience Logistics Team Lead & Key Holder Target – Mission Viejo, CA October 2018 to Present • Leads 20+ team members in the efficient and accurate trailer unloading and stocking processes • Supports store of reaching their $50+ million dollar year goal by pushing and stocking merchandise accordingly and accurately • Assists with team member interviews, on boarding, and training • Observes and provides performance management to the logistics team members • Ensures and maintains all stock rooms have appropriate back stock items and placed in their respective homes • Completes daily inventory audits of stock rooms • Provides direction to ship to store team members and ensures tasks are completed within the expected time frames • Ensure a high level of customer service through extensive product knowledge and product ownership Support Supervisor Tory Burch - Costa Mesa, CA February 2017 to August 2018 • Supervise and provide direction to Sales Support Staff including performance management • Leading the sales floor while assigned to the role of the Leader of the Floor (TLOF) Greet and connect with the customer • Assist sales associates through seamless communication and follow-through on customer requests to drive a transformational experience for every customer • Ensure a high level of customer service through extensive product knowledge and product ownership • Serve as systems expert and contact for system needs specific to process area, proactively resolving issues • Process and prepare merchandise for the sales floor • Executing store opening and closing procedures • Support back of house maintenance activities • Assist with fitting room activities • Communicate effectively with associates, peers and division leadership to effectively manage the support team • Answer the telephone using proper telephone etiquette • Accurately process all POS transactions and capture of employee information and assist when necessary with operational and back of house activities Supervisor LEGO Brand Retail - Anaheim, CA July 2015 to October 2016 • Completed all point of sale opening and closing procedures, including counting the contents of the cash register • Priced merchandise, stocked shelves and took inventory of supplies • Educated guests about the brand to incite excitement about the company's mission and values • Shared best practices for sales and customer service with other team members to help improve the store's efficiency • Followed LEGO Brand Retail guidelines to present visually appealing displays Actively pursued personal learning and development opportunities • Supervised merchandise and shipment processing • Maintained established LEGO Brand Retail merchandising standards including sales floor and promotional displays • Greeted guests entering the store to determine guests' wants and needs • Described product to guests and accurately explained details and of merchandise • Recommended, selected and helped locate and obtain out-of-stock product based on guest requests • Answered product questions with up-to-date knowledge of sales and store promotions • Ensured superior guests experience by addressing guest concerns, demonstrating empathy and resolving problems on the spot • Monitored cash drawers in multiple checkout stations to ensure adequate cash supply • Ensured that the store was and remained replenished at all times • Trained Brick Specialists on the LEGO Brand, Vision and Values Training & Development Specialist II MHN, Inc - Huntington Beach, CA July 2011 to April 2015 • Directed associate training in various modalities: classroom, small groups and individual mentoring onsite and virtually • Identified training, developmental and support needs by conducting departmental analyses • Recommended and assisted in the selection of external resources as required Designed, developed and updated training materials including manuals, desktop procedures, bulletins, computer based training modules, and student evaluation exams • Developed criteria for evaluating effectiveness of training activities and regularly monitored and reported results to management, along with recommendations for improvement as appropriate • Maintained all records of training activities • Monitored and evaluated trainee's progress and development by implementing an evaluation and proficiency assessment process that is consistent with company appraisal, developmental and feedback standards • Trained newly hired associates and cross-trained all associates on all appropriate computer software • Stayed abreast on training, development, and learning materials, methods and techniques and their possible application to current/planned training/educational program Intake Representative Kelly Services - Huntington Beach, CA November 2010 to July 2011 • Took appropriate steps to resolve a variety of customer service issues regarding quality assurance, provider relations, and billing • Explained benefit structures and authorization procedures • Gathered and entered demographic and preliminary clinical information in member records • Applied protocol to identify cases requiring immediate clinical attention • Made appropriate referrals to mental health clinicians • Authorized voluntary EAP services and initial outpatient managed care treatment Facilitated first phase of authorization for alternative and inpatient managed care treatment • Provided related clerical support • Sent out provider listings, faxes, email to members as referrals Medicare Analyst United WestLabs - Santa Ana, CA July 2007 to October 2010 • Responsible for review and follow up of client’s claims in order to determine reimbursement amounts • Communicated effectively and professionally with CMS representatives regarding claims status • Demonstrated the ability to identify and correct all inconsistencies and/or discrepancies for claim • Demonstrated the understanding of deductibles, co pay, co insurance, out of pocket maximum, and out of network benefits • Maintained all of Medicare billing • Remained compliant within CMS, PHI, HIPAA, and federal laws guidelines • Submitted all necessary forms and records for compliance audits performed by and not limited to CMS Education Certificate in Insurance Coding & Medical Billing Concorde Career College - Garden Grove, CA