Alberto Tovar
Houston
Summary
Dedicated, with extensive experience at Houston Methodist, excelling in customer service and call center operations. Proven ability to manage and de-escalate customer complaints while ensuring patient confidentiality. Skilled in technical troubleshooting and proficient in time management, contributing to operational efficiency.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
9
9
years of professional experience
Work History
Call Center Representative
Houston Methodist
01.2019 - Current
- Documented and detailed calls and complaints.
- Helped large volume of calls daily with positive attitude, assisting with customers and hospital staff on issues.
- Escalated complicated customer account issues to supervisors.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Directed dispatching, routing, and tracking of multiple Patient Transports.
- Answered phone calls and responded to customer emails.
- Assisted in the training of Call Center Representatives and Patient Transporters.
- Assisted with transportation of Patients during high volume periods.
- Provided in-depth directions for Patient Transport through hospital.
- Relayed time sensitive information, for Patient Transportation.
Patient Transporter
Houston Methodist
04.2016 - 12.2018
- Warmly greeted patients and visitors and made each feel welcome.
- Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs, and stretchers.
- Assisted patients in moving out of beds, wheelchairs, and stretchers.
- Assisted with discharge process by escorting patients with belongings to leave facility safely and comfortably.
- Assisted patients in using oxygen tanks and other medical equipment to manage smooth transition from hospital to designated location.
- Cleaned, sanitized and moved hospital transportation equipment.
- Responded to emergency situations to help with transporting patients.
- Assisted department, with training new incoming Patient Transporters, ensuring their readiness to perform the job.
- Performed patient moves through the hospital in a timely manor, ensuring patient comfort, and department regulations were seen to at all times.
- Handled large quantities of Patient Medical and Personal information, to be transported between departments with Patient.
Education
Bachelor of Science - Psychology
The University of Texas Rio Grande Valley
Edinburg, TX12-2015
Skills
- Customer service expertise
- Technical troubleshooting
- Call center operations
- Inbound and outgoing phone call management and direction
- Strong system knowledge and flexibility
- Managing and de-escalating customer complaints
- Managing patient data and confidentiality
- Proficient in time management for patient dispatching
Timeline
Call Center Representative
Houston Methodist
01.2019 - Current
Patient Transporter
Houston Methodist
04.2016 - 12.2018
Bachelor of Science - Psychology
The University of Texas Rio Grande Valley
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