Andre GONZALEZ
Tucson,AZ
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Patient Access Representative
Northwest Medical Center
08.2023 - 08.2024
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Improved patient satisfaction by efficiently managing registration and intake processes.
Supervisor
SUBWAY®Restaurants
12.2016 - 08.2023
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives and communication goals.
- Cultivated warm relationships with regular customers.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
Cusomer Service Representative
Afni Call Center
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
Front Desk Agent
Hampton Inn By Hilton
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Performed bookkeeping activities, such as balancing accounts and conducting nightly audits
- Kept records of room availability and guests' accounts, manually and using computers.
In-Room Dining Server
Ritz-Carlton
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Stayed up-to-date on menu changes to help customers make food choices.
- Greeted new customers, discussed specials and took drink orders.
- Kept server areas clean and stocked to increase efficiency while working tables.
Education
Musical Theater/ General Studies
Emphasis in Music Theory
GED -
Criminal Justice, Psychology
Two years of study
Skills
- Issue and Complaint Resolution
- Order and Refund Processing
- Data Entry and Maintenance
- Upbeat and Positive Personality
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Call Documentation
- Courteous with Strong Service Mindset
Timeline
Patient Access Representative - Northwest Medical Center
08.2023 - 08.2024
Supervisor - SUBWAY®Restaurants
12.2016 - 08.2023
Cusomer Service Representative - Afni Call Center
Front Desk Agent - Hampton Inn By Hilton
In-Room Dining Server - Ritz-Carlton
Northeastern Illinois University - , Musical Theater/ General Studies
Von Steuben Metro Science Center - GED,
City Colleges of Chicago - Wilbur Wright College - , Criminal Justice, Psychology