Thayná Diniz

- Oversee quality and operational performance across a distributed team of 3 supervisors and approximately 30 agents, supporting nearly 100 U.S. dental offices.
- Provide leadership and guidance to supervisors, ensuring consistent quality standards, performance expectations, and operational processes across teams.
- Monitor department KPIs, productivity, quality scores, deadlines, and workflow pr

- Supervised a team of 5 agents, overseeing quality, productivity, performance, and SOP compliance.
Monitored KPIs and quality results to identify performance gaps and recurring issues.
- Conducted quality reviews and provided targeted feedback and corrective guidance.
- Managed operational escalations and supported resolution of complex billing and workflow issues.
- Developed tracking proces

Responsibilities:

Oversee the entire Full Office department, ensuring all billing tasks (AR, claims, eligibility, and posting) are completed accurately and on time.

Perform regular quality checks to maintain high standards of service delivery.

Provide direct support to team members and act as the primary point of contact for dental offices.

Train and onboard new employees, promoting a strong t

- Managed billing operations for U.S. dental offices, including claims submission, eligibility verification, payment posting, and Accounts Receivable.
- Researched insurance claims and patient accounts and communicated with insurance carriers to resolve outstanding issues.
- Performed data and documentation reviews to support accurate claim processing and account management.
- Maintained tracki

- Dental Billing Services such as claims submissions, and insurance verification
- Administrative services to dental offices from the USA aiming to have it all up to date in order to get faster payments
- Payment verification and posting
- AR management (Outstanding claims) with a decrease of over 60% of unpaid claims since the beginning of the year.
- Direct communication with dental insurance to

Taught English to beginner-level students following the Interchange methodology.

Taught English to beginner-level students following the Interchange methodology.

Managed financial transactions, including receiving and managing receipts, invoicing, and coordinating with clients and trade partners.
Handled employee-related tasks such as electronic point control, time bank management, and vacation day requests.
Provided support to management, covering for their absence and ensuring smooth operations.

Provided excellent customer service by greeting and assisting guests, handling check-ins and checkouts, verified reservations and issued room keys.
- Processed payments and handled cash/credit transactions
- Conducted night audits, managed the booking department, and performed other receptionist responsibilities.
- Answered incoming calls and assisted with guest inquiries
- Coordinated with hous

Jan 2023

Dec 2019