Adrian Fong Enriquez
Oxford,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Sales and Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to increase client/patient satisfaction to contribute to overall company success. Specialized in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Committed to inspiring personal drive and self-confidence through motivational training and skills development.
Overview
7
7
years of professional experience
Work History
Contact Specialist/ Team Lead
Conduit Health Partners
12.2021 - Current
- Job consist of providing patient's with the best possible customer service and care
- Being the first point of contact for their health.
- Main focus are keep the patient's health and interested in mind first all while following the protocols that our client wants.
- Second part of my job is providing assistance to other contact specialist
- Give them direction when they are not sure what is needed to get the job done correctly
- Review messages over before being sent to the providers and their staff
- Look over, analyze and keep track of trends of questions so issues get address as soon as possible
- Improve the over all performance of our services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Participated actively in regular team meetings, sharing valuable insights and suggestions for further enhancing the customer experience journey.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
Contact Specialist
Bon Secours Mercy Health
03.2021 - 12.2021
- Worked independently and in team environment while inspiring fellow employees to engage in high-performing and values-based culture.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Corporate Trainer
Droza Group
05.2019 - 02.2021
- Managed recruitment, training and development for highly effective sales team within our expansion crew
- Collected information about company objectives and employee deficiencies in order to assess training needs.
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
- Provided proper coaching for each person needs to improve overall performance
- Supervised training and development of other trainers
- Assessed training program effectiveness on regular basis and improved upon deficient areas.
- Conducted evaluations and observed employee performance to identify areas of needed improvement.
- Utilized data visualization tools to effectively communicate business insights.
Sales Associate
Alpha Business Acquisition
06.2018 - 06.2019
- Engaged with customers to build rapport and loyalty.
- Face to Face sales
- Manage territory
- Respect and adapt fast to the clients changes and needs
- build portfolio of customers
Education
High School Diploma -
Fern Creek Traditional High
Skills
- Customer service
- P>Training program creation
- Problem-solving
- P>Sales team development
- Data entry proficiency
- P>New hire retention
- P>HR collaboration
- P>Sales report analysis
- P>Training material development
- P>Employee training
- P>Public speaking
- P>Online training experience
- P>Coaching
- P>Critical Conversations
- P>Interviewing
- P>Team Mentoring
- Team building
- Analytical thinking
Languages
English
Spanish
Personal Information
Title: S.M.E ( Service Matter Expert)
Languages
Excellent,5,Excellent,5
Software
Epic
Timeline
Contact Specialist/ Team Lead
Conduit Health Partners
12.2021 - Current
Contact Specialist
Bon Secours Mercy Health
03.2021 - 12.2021
Corporate Trainer
Droza Group
05.2019 - 02.2021
Sales Associate
Alpha Business Acquisition
06.2018 - 06.2019
High School Diploma -
Fern Creek Traditional High
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