Paula Alejandra Cardenas Ojeda
Senior Operations Coordinator
Bucaramanga
Summary
Senior customer success and operations expert, with over 4 years of remote work experience. Extremely committed professional with academic background in International relations, customer relationship management, conflict resolution and bilingual communications.
Always eager to acquire new skills and be mentored, has connected with a diversity of companies based in the US, easily adapting to new fields and overcoming challenges with excellent operational results.
Overview
3
3
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Medical Case Manager
Apex Injury Attorneys
03.2023 - Current
- Manage a portfolio of +130 clients from personal injury cases (motor vehicle accidents, slip and fall, TBI, premises liability)
- Identify care needs of individual patients and coordinate responses based on physician advice, insurance limitations, and procedural costs.
- Communicate with medical providers and third parties to ensure cases are on track and clients receive assistance in timely manner.
- Sign documents on behalf of the attorney, collect medical bills and records and update the CRM system. Assist with onboarding duties like gathering demographics to input in clients' profiles.
- Manage client communications on a daily basis and process complaints in an appropriate manner. Educate clients on personal injury law using simple words, with the purpose of reducing the number of dropped cases.
- Follow up on pending tasks with other departments, manage calendars and the Medical Team email correspondence. Meet weekly with other departments via virtual office, to review our case list and assess each client's needs.
- Lead audits of other portfolios to ensure the firm's blueprint is being followed. Assist with the development of department's SOP and KPIs, to improve the team's performance and increase the percentage of cases settled for policy limits.
Senior Dispatcher
Logiflex Inc
9 2022 - 4 2023
- Directed dispatching, routing, and tracking of 12 fleet vehicles (dry van, reefer, team drivers and hazmat).
- Communicated with drivers and facilities personnel to coordinate timely delivery of goods and materials. Used DAT and different load boards to analyze the spot market and pre plan profitable routes.
- Negotiated freight rates with third-party vendors to acquire cost-effective contracts. Communicated via phone, email and online bidding.
- Minimized cost of operations by optimizing routes for drivers to align with budget. Used Google Maps to help drivers with directions, traffic and additional instructions.
- Oversaw route to flag the driver about unexpected conditions like natural disasters, closed roads and inclement weather. Made sure that all drivers HOS were in compliance with DOT regulations.
- Utilized dispatch software to enter customer orders, deliveries and receipts. Provided brokers with tracking links via Samsara. Charged TONUs, layovers, and other additional fees after delivery.
- Communicated with warehouse staff to facilitate proper loading and unloading of orders. Monitored closely to make sure freight is properly secured and customer requirements are being followed.
Senior Logistics Coordinator
Lean Solutions Group
02.2021 - 03.2022
- Scheduled daily and weekly routes for 12 accounts, including complex shippers like Unilever, Mondelez and Kraft Heinz.
- Generated monthly performance reports to track and analyze shipping trends.
- Prepared over 60 shipments per day, to notify facilities in timely manner and have orders ready before customer's due date.
- Named Top Performer of 2021 from our 60 people team.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
Education
CRM Certificate - Customer Relationship Management
Edutin Academy
Virtual Education 07.2023 - Current
International Relations -
Universidad Del Norte
Barranquilla, ATL 07.2015 - 05.2020
Diploma - Peacebuilding And Conflict Resolution
Universidad Del Norte
Barranquilla, Colombia 02.2018 - 05.2018
Skills
Calendar and Scheduling Management
Customer Relationship Management Software (CRM)
Microsoft Office
Fluent Bilingualism
Data analysis skills
Report Development and database administration
Operational efficiency
Timeline
CRM Certificate - Customer Relationship Management
Edutin Academy
07.2023 - Current
Medical Case Manager
Apex Injury Attorneys
03.2023 - Current
Senior Logistics Coordinator
Lean Solutions Group
02.2021 - 03.2022
Diploma - Peacebuilding And Conflict Resolution
Universidad Del Norte
02.2018 - 05.2018
International Relations -
Universidad Del Norte
07.2015 - 05.2020
Senior Dispatcher
Logiflex Inc
9 2022 - 4 2023
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