Ada Gomez
Orlando,United States
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Help Desk Coordinator
Embrace Families
08.2014 - Current
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Streamlined help desk processes for increased productivity and reduced response times.
- Provided comprehensive technical support, improving overall system performance and user satisfaction.
- Documented and tracked help desk tickets to ensure timely resolution of issues.
- Served as a liaison between IT team and users, fostering effective communication and collaboration.
- Managed inventory of IT equipment, ensuring proper allocation and maintenance of resources.
- Collaborated with cross-functional teams to develop solutions for complex issues, optimizing system functionality.
- Facilitated user adoption of new software by providing hands-on demonstrations and clear documentation.
- Assisted in the selection and implementation of new software applications, ensuring seamless integration with existing systems.
- Oversaw scheduling for 24/7 coverage at the help desk, guaranteeing consistent availability for user support needs.
- Contributed to the development of IT policies and procedures, fostering a secure and efficient technology environment.
- Used ticketing systems to manage and process support actions and requests.
- Supported remote employees by managing VPN access requests, simplifying their offsite connectivity experience.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed help desk consisting of [Number] employees and conducted performance evaluations.
- Provided basic end-user troubleshooting and desktop support.
- Scheduled staff and delivered training materials and information.
- Researched product and issue resolution tactics to address customer concerns.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Compiled and accurately entered data for each customer encounter to record in system.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Monitored problem management database and followed up with assigned personnel.
- Maintained and updated [Type] customer service database.
- Logged support tickets and closed when issues were resolved.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Resolved technical issues by troubleshooting.
- Configured hardware and granted system permissions to new employees.
- Prepared references for users by writing clear operating instructions.
- Maximized use of hardware and software by training users and interpreting instructions.
- Provided customer support and technical support to [Number] customers daily.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Helped streamline repair processes and update procedures for support action consistency.
- Offered assistance in implementing and developing training programs.
- Onboarding and offboarding of Embrace Staff and Providers
- Point of contact for the Department of Children and Families
- Processed, reviewed all documentation regarding Florida Safe Families Network access for Embrace Families and Providers.
- Manage building access to all Service Center
Receptionist
Community Based Care Of Central Florida
04.2011 - 08.2014
- First point of contact for all visitors and/or telephone inquiries
- Open, log and sort all incoming mail, including logging donation checks before disbursement to HR
- Manage three conference room calendars for ASC, as well process visitors conference room inquiries
- Disburse electronic faxes to staff
- Arrange catering and travel arrangements for CBCCF visitors as needed.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Assisted in the planning of office events and meetings, ensuring smooth execution and positive outcomes.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Helped maintain office security by monitoring visitor access and issuing badges as needed.
- Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Collaborated with management to improve internal processes and procedures for better workflow optimization.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Assisted in the onboarding of new employees by preparing orientation materials and providing guidance on company policies.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed conference room schedules to ensure efficient use of space for meetings and other events.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Corresponded with clients through email, telephone, or postal mail.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Answered central telephone system and directed calls accordingly.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Handled assignments independently with good judgement and critical thinking skills.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Routed incoming mail and messages to relevant personnel without delay.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Scheduled office meetings and client appointments for staff teams.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
Receptionist/Data Entry/Filing Clerk
Omni HomeCare
08.2009 - 03.2011
- Maintained all patient files, including Data Entry of SOC, ROC and Discharge
- Intermediate/Advanced skill in Oasis and 485
- Managed incoming patients accessory orders as well as clinician/therapist paperwork
- First point of contact for visitors and telephone inquiries.
- Improved data accuracy by meticulously entering and updating patient information into electronic health records.
- Enhanced efficiency by performing high-volume data entry tasks, ensuring timely completion of medical reports.
- Ensured compliance with HIPAA regulations through careful handling of confidential patient data during the entry process.
- Managed and organized documents for data entry tasks.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Used computer software to store and retrieve data.
- Corrected data entry errors to prevent duplication or data degradation.
- Evaluated source documents to locate needed information.
- Scanned documents and saved in database to keep records of essential organizational information.
- Preserved customer confidence and protected operations by keeping information confidential.
- Followed data entry protocols, rules and regulations.
- Updated and maintained customer information, documents and records.
- Addressed discrepancies in data entry tasks promptly and accurately to maintain the overall quality of medical information.
- Exceeded performance targets consistently while maintaining strict adherence to privacy guidelines set forth by regulatory bodies such as HIPAA and HITECH Act provisions.
- Reduced turnaround time for lab results by promptly inputting test orders into the database system.
- Supported healthcare providers by efficiently managing appointment scheduling and updates within the database system.
Order Processor Customer Rep IV
Invivo
08.2007 - 08.2009
- Support Sales Managers by creating quotes and processing capital orders
- Process and research customer inquiries in regards to invoicing, OBF/ returns, and complaints
- Manage incoming accessory orders and OEM via, phone, fax and email (Serviced over 1K inquires for 2008)
- Ada Gomez - page 1# Exceeded the 95% answer time and 3 drop calls Goal, with an average metric of 96% and 1 dropped call and Won 2008 "Highest Quotes Award" with over double the quotes of 2nd place ranked employee
- Coordinated with sales teams to resolve discrepancies, resulting in fewer errors and delays.
- Maintained a high level of accuracy while entering orders into the system, ensuring proper billing and shipping information.
- Enhanced customer satisfaction by ensuring accurate and timely order fulfillment.
- Improved warehouse efficiency by providing clear and concise instructions for pickers and packers.
- Reduced customer complaints by promptly addressing issues related to order status or shipment delays.
- Collaborated with inventory management teams to ensure adequate product availability for fulfilling orders.
- Expedited urgent orders upon request, ensuring timely delivery while maintaining overall workflow efficiency.
- Handled high-volume periods with ease, maintaining consistent performance under pressure.
- Assisted in training new employees on company procedures and best practices for handling orders seamlessly.
- Provided support to customer service representatives in resolving complex inquiries relating to orders or shipments.
- Contributed to process improvement initiatives by identifying areas for potential enhancements within the order processing department.
- Processed customer orders in line with established policies and procedures.
- Examined orders to confirm accuracy, completeness and adherence to customer requirements.
- Monitored and tracked inventory to achieve prompt order fulfillment.
- Input order information into system and updated customer accounts to document and track customer orders.
- Communicated with customers to address order inquiries, changes and cancellations.
- Double-checked customer orders and information before filling out order forms to prevent unnecessary delays and errors.
- Created shipping and invoicing documents with accurate customer, destination, and materials information to meet shipper standards and identify any hazardous contents.
- Utilized customer service software to accurately enter customer data, process orders and update customer records.
- Communicated with customers to verify information, fill out appropriate paperwork and carry out specified requests.
- Processed and handled customer complaints, answering questions and providing alternative solutions.
- Maximized customer satisfaction by checking outgoing documents and shipment labels for accuracy and conformance to outlined customer requirements and preferences.
- Recommended merchandise and services that would meet customer needs.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Collaborated with team members to create a positive work environment, resulting in higher employee retention rates.
- Increased repeat business through exceptional service, building trust and loyalty among clients.
- Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
- Consistently met or exceeded performance metrics while maintaining a focus on delivering outstanding client care.
- Provided expert product knowledge to customers, enabling them to make informed purchasing decisions.
- Partnered with cross-functional teams, streamlining processes that resulted in better coordination between departments for seamless customer assistance.
- Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
- Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
Customer Service II, ISO Auditor
Sears
11.2004 - 08.2007
- Initially managed all HVAC calls and service orders for the installer as a level I
- Then promoted to Appliance Installation and KPRO professional management
- Led customer through the entire installation process, resolved complaints, and partnered with installers
- Trained all new hires for online orders, installation processing, KPRO, ISO Audits, and HVAC
- Prepared all employees for ISO evaluations by creating process manuals and presenting mock audits every 3 months to prepare the team for unexpected audits
- 1 of 7 ISO team members that led Sears to successfully complete their 1st ISO Certification.
Education
Associate of Arts - General Studies
Valencia College
Orlando, FLAssociate of Science - AS - Information Technology
Valencia College
Orlando, FL08.2022
Bachelor's degree - Health Service Administration
University of Central Florida
Orlando, FL2014
Minor - Study of Aging
University of Central Florida
2014
AS - Medical Billing and Coding
Valencia College
2009
AS - Business Management
Florida Metropolitan University
2003
Skills
- Data Entry
- Scheduling
- Technical Support
- Clerical Support
- File Management
- Information Collection
- Recordkeeping
- Schedule Coordination
- Customer Service
- Attention to Detail
- Adaptability and Flexibility
- MS Office
Certification
- Time Management: Working from Home - LinkedIn
- Customer Service: Serving Customers Through Chat and Text - LinkedIn
- Security+ - TestOut Continuing Education
- CompTIA IT Fundamentals+ - CompTIA
- Medical Office Support - Valencia College
- Customer Service Specialist - Valencia College
- Operations Support & Services - Valencia College
- Business Management - Valencia College
- Business Operations - Valencia College
- Medica Info Coder/Biller - Valencia College
- Office Support - Valencia College
- HDI Customer Service Representative (CSR) - HDI
Timeline
Help Desk Coordinator
Embrace Families
08.2014 - Current
Receptionist
Community Based Care Of Central Florida
04.2011 - 08.2014
Receptionist/Data Entry/Filing Clerk
Omni HomeCare
08.2009 - 03.2011
Order Processor Customer Rep IV
Invivo
08.2007 - 08.2009
Customer Service II, ISO Auditor
Sears
11.2004 - 08.2007
Associate of Arts - General Studies
Valencia College
Associate of Science - AS - Information Technology
Valencia College
Bachelor's degree - Health Service Administration
University of Central Florida
Minor - Study of Aging
University of Central Florida
AS - Medical Billing and Coding
Valencia College
AS - Business Management
Florida Metropolitan University