Liana Francisco

• Coordinated daily office operations, maintaining smooth workflow across scheduling, filing, and communications.
• Managed calendars, meeting logistics, and appointment coordination for multiple departments.

• Coordinated patient appointments across provider calendars, balancing availability, urgency, and follow-up requirements.
• Verified insurance details and eligibility before visits, reducing scheduling delays and registration issues.
• Managed inbound calls, appointment requests, and rescheduling with clear, professional patient communication.
• Updated electronic health records with accurate scheduling notes, demographics, and visit changes.

• Reviewed client eligibility qualifiers and guided clients through the free phone application process, including WIC, SNAP, and Medicaid verification.
• Reviewed and completed activation paperwork accurately to ensure uninterrupted processing for phone or tablet setup.
• Validated government-issued IDs and proof of address to ensure accuracy and prevent fraudulent activity during application processing.
• Traveled to various cities to provide on-site support for families in need. to support families in need through direct assistance.

• I worked with different companies such as Home Depot and Carnival Cruise to help with overage of inbound calls
• De-escalated complex complaints by applying active listening and service recovery techniques.
• Resolved inbound customer inquiries through phone, chat, and email using CRM and knowledge base tools.
• Troubleshot billing, login, and order issues while guiding customers through clear next steps.

• Academic Excellence: Maintained a perfect 4.0 Cumulative GPA across all coursework.
• Honors: Awarded Dean’s List honors for 4 consecutive terms.
• Leadership Roles: Selected as an elite UMA Student Ambassador, mentoring incoming peers.
• GPA: 4.0

I am a licensed Cosmetologist