Ana P. Coello
Reading,Pa
Summary
Dynamic Customer Service Specialist with a proven track record in prioritizing and multitasking within fast-paced environments. Skilled in managing escalated support issues while fostering strong client relationships that enhance customer satisfaction and loyalty. Expertise in CRM systems, complemented by exceptional active listening and communication skills, ensures accurate documentation of customer concerns and resolutions. Extensive experience in healthcare settings facilitates effective communication, utilizing comprehensive knowledge of medical terminology and ethical standards to support patient care. Valued for professionalism, empathy, and a collaborative spirit, consistently driving business success and building client trust through cultural sensitivity and attention to detail.
Overview
26
26
years of professional experience
Work History
Medical Interpreter
Children Hospital of Philadelphia
12.2024 - Current
- Helps communication between healthcare providers and patients who speak different languages, often in settings like hospitals or clinics. Key job duties include real-time, spoken translation of medical information, aid with paperwork, and acting as a cultural mediator. This role requires fluency in at least two languages, a strong understanding of medical terminology and ethics, and excellent interpersonal skills.
- Provide real-time interpretation: translate spoken conversations between medical staff and patients, ensuring exact understanding of diagnoses, treatments, and instructions.
- Help patients with medical forms, insurance paperwork, and other administrative tasks.
- Act as a cultural mediator: help bridge cultural gaps that may arise during medical encounters, educating both patients and staff on different values, beliefs, and practices.
- Support patients and families: help patients and their families navigate the healthcare system and advocate for their needs.
Customer Service Representative
Gango Spa
Sinking Spring, Pennsylvania
05.2021 - 09.2024
- Addressed customer complaints with urgency and professionalism, ensuring timely solutions and positive experiences.
- Tracked and organized detailed customer interaction logs, transactions, and comments to facilitate improved customer relationship management.
- Established rapport with customers by delivering friendly and attentive service.
- Fostered strong connections with customers by offering individualized assistance and proactive support.
- Performed administrative tasks such as filing paperwork, updating databases, and generating reports.
- Guided customers through product selection, managed order placements, resolved billing concerns, processed returns and exchanges, and delivered technical support.
- Facilitated customer communication by providing accurate and timely information about available products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Found areas of improvement in customer service processes and suggested changes accordingly.
- Provided exceptional customer service to ensure customer satisfaction.
- Implemented feedback mechanisms to improve service processes and customer engagement strategies.
- Supervised daily operations, maintaining strict adherence to quality control guidelines and enhancing service excellence.
Customer Service Representative
Gango Constructions
Brooklyn, NY
08.2015 - 04.2020
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions, and comments for future reference.
- Developed positive relationships with customers through friendly interactions.
- Resolved customer inquiries through effective communication and product knowledge.
- Managed appointment scheduling using Gango Spa's booking system to optimize service delivery.
- Trained new staff on customer service protocols and company standards for consistent experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Secretary
Riese Organization
New York, New York
06.2000 - 09.2005
- Maintained filing systems for confidential documents; organized files for easy retrieval of information when requested.
- Sorted mail and distributed it to proper personnel or departments within the organization.
- Reviewed billing statements for accuracy prior to sending them for payment processing.
- Prepared expense reports following company policies and procedures.
- Answered incoming phone calls, responded to inquiries, and transferred calls as needed.
- Proofread documents before submission; correct any errors found in grammar or punctuation.
- Created agendas and took minutes during meetings, distributed notes on time afterwards.
- Performed data entry into computer systems; ensured accuracy of all entered information.
- Processed invoices for payment; tracked payments received from vendors and clients.
- Greeted visitors in a professional manner and directed them to proper personnel or offices.
- Managed scheduling and coordination of executive meetings to optimize time and resources.
- Streamlined office communication processes, enhancing information flow across departments.
- Developed and maintained filing systems, improving document retrieval efficiency.
- Assisted in preparation of reports and presentations, ensuring accuracy and clarity.
- Assisted in preparing detailed reports for management, enabling informed decision-making.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
Education
Bachelor of Science - Art Education
Rocky Mountain College of Art And Design
Denver, COBachelor of Arts - Language Interpretation And Translation
AALB Medical Interpreter Training
Skills
- Account updating
- Call Management
- Data Collection
- Data Entry
- Appointment Scheduling
- Paperwork Processing
- Product Knowledge
- Consultative Sales
- Bilingual English/Spanish
- Excel skill level intermediate
- Scheduling
- Follow-up skills
- Call Center Operations
- Customer Relations
- Payment Processing
- Customer Service
- Problem-solving abilities
- Bilingual Spanish and English
- Excel data analysis
- Strong memory retention
- Medical terminology
- Sight translation
- Language fluency
- Procedure interpretation
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Work Preference
Location Preference
On-SiteTimeline
Medical Interpreter
Children Hospital of Philadelphia
12.2024 - Current
Customer Service Representative
Gango Spa
05.2021 - 09.2024
Customer Service Representative
Gango Constructions
08.2015 - 04.2020
Secretary
Riese Organization
06.2000 - 09.2005
Bachelor of Science - Art Education
Rocky Mountain College of Art And Design
Bachelor of Arts - Language Interpretation And Translation
AALB Medical Interpreter Training