Analaura Guerrero
Houston,Texas
Summary
Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring 6 years of relevant work experience to the team.
Overview
10
10
years of professional experience
Work History
Marketing Contact Center Representative
Houston Methodist
02.2018 - Current
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Providing excellent customer service by promptly answering patient inquiries.
- Answered incoming calls and scheduled appointments.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
Marketing Contact Center Rep Houston Methodist
Burnett Staffing Agency
06.2017 - 02.2018
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Providing excellent customer service by promptly answering patient inquiries.
- Answered incoming calls and scheduled appointments.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
Bilingual Customer Service Representative
NRG Energy
02.2017 - 05.2017
- Took 50-60 inbound calls daily resolving customer questions and problems efficiently
- Actively promoted the company and the value of its products and services
- Interacted with customers, issue orders, and analyzed accounts to resolve billing inquiries; negotiated payment options/deposits and provided customers with assistance in obtaining various company products and services
- Diffused customer escalations (customer save skills)
- Converted Move Out requests to a Transfer of Service order when a customer is moving to a Reliant service area by promoting Reliant products and services offered in each Transmission/Distribution service provided (TDSP) across Texas
- Upsell products/services that will enhance customers’ experience
- Interfaced with a wide variety of people both internally and externally in a diplomatic manner
- Effectively utilized resources, i.e
- Computer systems, software programs and phone equipment
- Consistently applied knowledge required to perform technical and procedural aspects of the position
- Conducted outbound calls as required
Patient Transportation Escort and Dispatcher
MD Anderson Cancer Center
10.2015 - 02.2017
- Transported patients by assisting patients in and out of cars
- Lifting patients on and off beds; moving them to and from special service and treatment areas, and operating rooms; using wheelchairs or moveable beds
- Comforted patients and their families by offering support and encouragement; being punctual and attentive to procedure schedules; demonstrating caring and cultural sensitivity
- Transported equipment and supplies by picking-up requisitioned orders; delivering them to assigned treatment areas and patient care areas
- Responded to telephone requests in high volume call center environment and assigned staff to perform services on established priority basis
- Informed supervisor of activity level when additional support is needed and assist with resolution of those issues
- Monitored transport activities during transport to ensure transporters moved from dispatches, to in process, to completion in a timely manner
- Assisted all users with the Patient Tracking System
Emergency
Ben Taub Hospital, Center Guest Transportation
08.2013 - 07.2014
- Transported patients throughout the facility via bed, stretcher and/or wheelchair
- Maintained proper safety and infection control methods
- Ensured that the patient is given the utmost courtesy and respect by utilizing good customer service skills
- Provided support to the reception staff members in assisting patients with any transportation needs
Education
Associate of Arts - Business Management
Houston Community College
Houston12.2023
High School Diploma -
Glenda Dawson High School
Pearland, TX2013
Skills
- Team player
- Excellent communication, leadership and customer service skills
- Knowledge of computer software and Epic
- Medical Terminology
- 50 WPM Typing Speed
- Phone and Email Etiquette
- Operational Efficiency
- Improve Patient Care
- Appointment Confirmation
- Outbound Calling
- Bilingual in Spanish and English
Languages
Spanish
Native or Bilingual
Timeline
Marketing Contact Center Representative
Houston Methodist
02.2018 - Current
Marketing Contact Center Rep Houston Methodist
Burnett Staffing Agency
06.2017 - 02.2018
Bilingual Customer Service Representative
NRG Energy
02.2017 - 05.2017
Patient Transportation Escort and Dispatcher
MD Anderson Cancer Center
10.2015 - 02.2017
Emergency
Ben Taub Hospital, Center Guest Transportation
08.2013 - 07.2014
Associate of Arts - Business Management
Houston Community College
High School Diploma -
Glenda Dawson High School