Wynter Hurdle
New York,US
Summary
Organized and motivated professional with strong time management and organizational skills. Proven ability to excel in fast-paced environments and adapt to last-minute changes. Consistently recognized for high-quality work and efficiency under pressure. Committed to contributing to company growth while enhancing professional abilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist
DiRx
09.2021 - 03.2025
- Executed outbound calls to gather necessary details for pharmacists and pharmacy techs in prescription processing.
- Responded to inbound customer interactions through calls, chats, and emails, ensuring proper complaint disposition.
- Implemented targeted training processes to elevate customer service standards.
- Leveraged multi-systems operation to facilitate efficient service management.
Case Investigator/Escalations Monitor/Assistant Supervisor
Insight Global/United Health Group/Optum/New York City Health and Hospital
06.2020 - 04.2022
- Employ dynamic communication and interpersonal skills, cultural competency/sensitivity, tactful language, and empathetic interviewing skills to build rapport and maintain trust with patients of varied backgrounds.
- Initiate prompt communication with clients positive and exposed to COVID-19 through text, phone calls, and other communication platforms as necessary.
- Collaborates with the appropriate New York City agencies so that updated resource lists are used during interviews, including information on referrals to social and health services.
- Addressed the effective communication and demonstration of the System’s acknowledgment and awareness of diverse health-related needs and concerns to patients, family members, caregivers, staff and the community.
- Work with multiple screens and programs to resolve customer issues.
- Utilize inbound and outbound telephone techniques to solidify and build client relationships.
- Revision and documenting of SOPs
- Provide excellent customer service and provided answers to client questions within set standards.
- Analyzes trends in case details, recognizes case issues, proposes solutions and appropriately escalates to management.
- Document and disposition medical records and client's dispute/inquiries to the appropriate department.
- Performed record keeping by logging client information within secure contact-tracing software.
- Contacted clients in person, by phone or in writing to ascertain compliance with required or recommended actions.
Live In-Patient Coordinator
JB Medical Services/ FreedomCare
New York, US
10.2015 - 11.2020
- Efficiently scheduled and coordinated medical appointments along with therapy sessions.
- Accurately administered medications, reinforcing adherence to treatment plans.
- Prioritized patient comfort and health in specialized geriatric care roles.
- Effectively advocated for patient rights within various clinical settings.
- Provided adaptive autism care, responding to unique patient needs.
- Handled sensitive tasks like bathing and toileting with professionalism.
- Ensured cleanliness through persistent housekeeping responsibilities.
Laboratory Technician
ESML Analytical
New York, New York
10.2017 - 09.2019
- Analyzed chemical compositions through laboratory tests to verify quality standards.
- Maintained and operated laboratory equipment, ensuring accuracy in testing processes.
- Obtained and recorded test data while preparing samples per regulatory standards.
- Contributed to successful laboratory audits by ensuring compliance with accreditation requirements.
- Minimized lab test errors, improving overall reliability and reducing retesting instances.
- Calibrated essential equipment, including spectrophotometers, centrifuges, and pH meters, for optimal performance.
Education
Masters of Public Health - Public Health Administration
New Jersey City University
Jersey City, NJ05-2027
Bachelor of Arts - Criminal Justice
New Jersey City University
Jersey City, NJ05.2022
Skills
- Microsoft Office proficiency
- Salesforce and project tools
- Web conferencing platforms
- Teamwork dynamics
- Emotional intelligence application
- Effective organization
- Flexible problem-solving
- Self-motivated approach
- Interpersonal relations
- Analytical skill set
- Time efficiency
- Computer literacy
- Presentation techniques
- Decision-making processes
- Project leadership
- Quality assurance practices
- Conflict resolution strategies
- Multitasking capabilities
- Troubleshooting expertise
- Investigative case handling
- Public health evaluation
- Advocacy for clients and policies
Certification
- NYC Test and Trace Corp Distinguished Service Award, Covid-19 Tracing, 04/2022
- John Hopkins University, Measuring and Maximizing Impact of COVID-19 Contact Tracing, 08/2020
- Salesforce Certification, 07/2020
- John Hopkins University, Covid-19 Tracing, 06/2020
Timeline
Customer Experience Specialist
DiRx
09.2021 - 03.2025
Case Investigator/Escalations Monitor/Assistant Supervisor
Insight Global/United Health Group/Optum/New York City Health and Hospital
06.2020 - 04.2022
Laboratory Technician
ESML Analytical
10.2017 - 09.2019
Live In-Patient Coordinator
JB Medical Services/ FreedomCare
10.2015 - 11.2020
Masters of Public Health - Public Health Administration
New Jersey City University
Bachelor of Arts - Criminal Justice
New Jersey City University