Ada E. Pool Lugo
Call Center Representative
Mayagüez,Puerto Rico
Summary
Results-driven professional with a strong work ethic and a proven ability to adapt to new challenges. Exceptional interpersonal skills enhance collaboration and foster positive team dynamics. Demonstrated capacity to work independently while quickly mastering new concepts and tools. Committed to continuous growth and contributing effectively in dynamic environments.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Medical Assistant
DOCS Health
San Juan
11.2024 - Current
- Phlebotomy/blood draw.
- Immunizations
- EKG
- Manual vitals and vision.
- Processed orders for medical supplies and lab equipment.
- Documented notes during patient visits.
- Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
Bilingual Call Center Agent
Capitol Bridge
Isabela
11.2024 - 03.2025
- Register people for federal assistance
- Determine needs and provide instructions or referrals
- Enter information into FEMA's computer database
- Provide phone numbers and referrals for other assistance
- Attend shift meetings to receive event-specific details.
- Answer questions and address concerns
- Provide FEMA assistance by phone
- Met or exceeded call speed, accuracy, and volume benchmarks on a consistent basis.
- Demonstrated strong problem-solving skills to resolve complex situations.
- Resolved customer inquiries, questions, and concerns to offer quality service consistently and meet performance benchmarks.
- Navigated through computer systems to review information and respond appropriately to callers.
- Researched and resolved customer issues quickly and efficiently.
- Provided detailed customer service support in both languages.
- Utilized computer systems to access client accounts and provide solutions.
- Assisted customers in Spanish and English with inquiries, complaints, and requests for information.
Bilingual Customer Service Representative
Infocision
Aguadilla
01.2024 - 10.2024
- Answer customer questions and concerns
- Solve problems and provide customer service
- Take orders and offer additional services to customers
- Help customers with account information and changes
- Educate customers on self-service options
- Improved product knowledge on acontinuous basis to provide optimal service and achieve sales quotas.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contacted customers about potential service upgrades, new services, and account changes.
Front Desk Receptionist
Dra. Rosa M. Garcia Amador's Dental Office
Cabo Rojo
06.2023 - 01.2024
- New patient information processing
- Schedule appointments
- Front desk management
- Healthy communication with the dentist and assistants about the patient care
- Passive communication with the patient about treatment and healthcare
- Provided administrative support such as filing documents, photocopying, and scanning materials.
- Input customer data into reservation systems and update to reflect room changes.
- Greeted customers warmly and made them feel welcome.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Managed company calendar and scheduled events.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Handled sensitive information confidentially.
- Greeted visitors to provide information and direct them to appropriate personnel.
- Answered incoming calls, redirected callers to the appropriate personnel or department, and took messages as needed.
- Operated telephone switchboard to answer, screen, and forward calls to appropriate personnel.
- Responded to customer inquiries via phone, email, and in person.
- Transmitted information or documents to customers through email, mailings, or facsimile machine.
- Responded to inquiries and room requests made online, by phone, and via email.
- Updated customer information in databases regularly to ensure accuracy of records.
Quality Laboratory Intern
Edwards Lifesciences
Anasco
09.2022 - 12.2022
- Adquired knowledge in the quality - microbiology department
- The job consisted in testing the air, water, surfaces for microbiology load
- It's importance around the company's installment to avoid contamination in order to successfully acquire an steril and secure medical device product
- Pyrogen testing on medical devices and water
- Microbiological load testing in product and surfaces
- Microbiological load in water in order to prove pureness to avoid contamination
- Label and restocking supply
- Discard any used validations products biohazards boxes
Education
Bachelors degree - Biology, Minor Concentration: Microbiology and Chemistry
University of Puerto Rico
Mayagüez, P.R.01.2019
High School Diploma -
De La Salle School
Añasco, P.R.01.2016
Some College (No Degree) - Medical Sciences
Ponce Health And Sciences University
San German, P.R.Some College (No Degree) - Kinesiology
University of Puerto Rico
Mayagüez, P.R.Skills
- Medical terminology knowledge
- Phlebotomy
- Immunization administration
- Medical documentation
- HIPAA compliance
- Patient scheduling
- Customer service
- Problem solving
- Bilingual communication
- Inventory management
- Data entry
- Time management
- Team collaboration
- Inbound and outbound call intake
- Trustworthy companion
- Medical terminologies
- Adaptable
- Quick problem solver
- Communicating with patient families
Projects
ESEM Project, Research Proposal in the quality in essentials oils with CBD, Ponce Health and Sciences University, Master of Science in Medical Sciences, 07/01/23, 12/31/23, Additional experience in the laboratory and research, Multidisciplinary certifications, Educational travel: Morehouse University, Atlanta, September 2022 Quality Laboratory Intern, Edwards Lifesciences, Añasco, P.R., 09/01/22, 12/31/22, Pyrogen testing on medical devices and water, Microbiological load testing in product and surfaces, Microbiological load in water to prove pureness to avoid contamination, Label and restock supply, Discard any used validations products biohazards boxes
Extracurricular Activities
MedLife Chapter Inter American SG, Active Member, 09/01/09, 05/31/23 AMSA Chapter Inter American SG, President, 08/01/22, 12/31/22, Manage organization of activities Microbiology Society MicroStaph Chapter Inter American SG, Member, 09/01/17, 05/31/19 Student Society of Industrial Microbiology Chapter RUM, Member, 09/01/17, 05/31/19 MiKROS Science Magazine, Publication, 07/01/23, Article: Interview to former SEMI alumni Miledys Santiago
Languages
Spanish
First Language
English
Proficient (C2)
C2
Certification
- Coursera: Yale Medical Terminology Certification
- Phlebotomy course certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Medical Assistant
DOCS Health
11.2024 - Current
Bilingual Call Center Agent
Capitol Bridge
11.2024 - 03.2025
Bilingual Customer Service Representative
Infocision
01.2024 - 10.2024
Front Desk Receptionist
Dra. Rosa M. Garcia Amador's Dental Office
06.2023 - 01.2024
Quality Laboratory Intern
Edwards Lifesciences
09.2022 - 12.2022
Bachelors degree - Biology, Minor Concentration: Microbiology and Chemistry
University of Puerto Rico
High School Diploma -
De La Salle School
Some College (No Degree) - Medical Sciences
Ponce Health And Sciences University
Some College (No Degree) - Kinesiology
University of Puerto Rico
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