Andrea Carabajal
Las Cruces,NM
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Clinical Data Specialist
Electronic Caregiver
Las Cruces, NM
12.2021 - 01.2024
- Identified discrepancies between collected data and original source documents; resolved issues by working with investigators or other staff members.
- Processed clinical data by entering records of receipt, verification and entry of information.
- Developed procedures for organizing and filing clinical data to enhance workflow efficiency.
- Collaborated with other departments on the development of new processes or procedures related to data collection or analysis.
- Performed data validation tasks to ensure accuracy and completeness of clinical trial data.
- Assisted in the design, development, and implementation of database systems for tracking clinical research studies.
- Tailored data management plans to specific projects to effectively reach deadlines.
- Analyzed complex datasets to identify trends or patterns in the data.
- Compiled data to enter necessary information into appropriate databases.
- Adjusted data into necessary formats by using categorization and classification software.
- Prepared periodic reports summarizing study progress and outcomes.
- Provided technical support to end users on clinical database applications.
- Analyzed clinical data using statistical tools to identify informational trends.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Completed day-to-day duties accurately and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Worked effectively in team environments to make the workplace more productive.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Updated and maintained databases with current information.
- Experience with Microsoft and Excel
Medicare Customer Service Representative
General Dynamics
Las Cruces, New Mexico
02.2019 - 03.2020
- Participated in team meetings to discuss best practices for responding to customer inquiries.
- Processed enrollments for new Medicare members according to established procedures and guidelines.
- Oversaw warranty counseling process to manage expense controls.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Provided technical assistance when necessary by troubleshooting any problems with online accounts or applications.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Handled new enrollments by entering customers' data and reviewing information.
- Answered incoming calls from Medicare beneficiaries, providing them with information regarding their benefits.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Responded to member questions regarding plan benefits and provisions.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Provided beneficiaries with information about plan benefits and eligibility determinations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prevented key account losses by researching discrepancies and correcting problems.
- Monitored changes in regulations affecting Medicare services provided.
- Contacted customers about potential service upgrades, new services and account changes.
- Provided guidance and support to customers regarding billing issues and payment plans.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated system with order specifics and customer details, preferences, and billing information.
- Responded promptly to customer inquiries about coverage options, claims status, and other related topics.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Identified potential fraud cases involving Medicare beneficiaries.
- Created documents such as letters, emails, or forms as needed for customer service purposes.
- Evaluated existing processes and procedures for effectiveness and efficiency improvements.
- Assisted customers in understanding their rights under applicable laws.
- Assisted customers in navigating the Medicare website, helping them to find the resources they needed.
- Resolved customer complaints and concerns in a timely manner.
- Provided top quality control and eliminated downtime to maximize revenue.
- Worked effectively in team environments to make the workplace more productive.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Operated a variety of machinery and tools safely and efficiently.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Completed day-to-day duties accurately and efficiently.
- Utilized various software and tools to streamline processes and optimize performance.
- Maintained updated knowledge through continuing education and advanced training.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Customer Care Representative
Thomas L Cardella
Las Cruces
07.2018 - 09.2019
- Monitored customer satisfaction levels through surveys and feedback forms.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Maintained up-to-date knowledge of company products, services, and promotions.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Built sustainable relationships of trust through open communication with customers.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Updated system with order specifics and customer details, preferences, and billing information.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Delivered customer support to high call load each shift.
- Promoted product offerings to drive growth and exceed benchmarks.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Resolved customer complaints promptly and professionally.
- Supported customers to maintain positive relationships throughout and following sales processes.
- Promoted available products and services to customers during service, account management and order calls.
- Processed orders accurately and efficiently according to established procedures.
- Audited customer account information to identify issues and develop solutions.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Identified opportunities to upsell additional services when appropriate.
- Assisted customers in navigating through website features and functions to locate desired information or products.
Technical Support Representative
Volt Workforce Solutions
Las Cruces, NM
11.2016 - 10.2018
- Used remote login tools to assist clients with technical and product questions.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Analyzed data from customer surveys to identify trends in customer needs and requests.
- Supported customers with online billing, access, and account issues.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Conducted remote diagnostics to identify and solve technical problems.
- Diagnosed system errors and implemented solutions to resolve them.
- Maintained positive working relationship with fellow staff and management.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Recommended upgrades or additional features that could enhance user experience.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Oversaw daily performance of computer systems.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Managed the configuration and setup of customer accounts and systems.
- Performed routine maintenance and software updates on support tools and customer systems.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Served as first point of contact for incoming technical service calls and emails.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Resolved escalated customer service issues in a timely manner.
- Developed and delivered training sessions to customers on how to use products more effectively.
- Developed and maintained strong relations with customers to meet quality expectations.
- Demonstrated advanced product knowledge to solve customer issues.
- Updated customer information and account status in the database following each interaction.
Research Assistant
Vupoint Research
Las Cruces, NM
07.2016 - 09.2016
- Reduced occurrence of lab test errors for improved reliability and to avoid need for retesting.
- Contributed ideas and suggestions regarding potential new areas of inquiry based on current trends in the field.
- Managed multiple research projects simultaneously while ensuring accurate record keeping.
- Participated in team meetings to discuss progress on ongoing projects or brainstorm ideas for future endeavors.
- Created detailed summaries of existing studies for use in further investigations.
- Verified accuracy of data by conducting quality assurance checks on collected materials.
- Gathered data from various sources, including online databases, libraries, and interviews with experts.
- Maintained a database of all research activities conducted during the course of each project.
- Produced comprehensive research questions and potential hypotheses.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Completed day-to-day duties accurately and efficiently.
- Worked effectively in team environments to make the workplace more productive.
Customer Care Representative
Convergys
Las Cruces, NM
01.2014 - 05.2016
- Monitored customer satisfaction levels through surveys and feedback forms.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Maintained up-to-date knowledge of company products, services, and promotions.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Built sustainable relationships of trust through open communication with customers.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Delivered customer support to high call load each shift.
- Promoted product offerings to drive growth and exceed benchmarks.
- Contacted customers about potential service upgrades, new services and account changes.
- Strengthened customer retention by offering discount options.
- Supported customers to maintain positive relationships throughout and following sales processes.
- Promoted available products and services to customers during service, account management and order calls.
- Processed orders accurately and efficiently according to established procedures.
Caregiver
Home Instead Senior Care Home
Las Cruces, NM
03.2012 - 03.2013
- Assured proper nutrition by preparing meals, grocery shopping and monitoring food consumption levels.
- Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
- Organized oral medications for clients following dosage and schedule requirements.
- Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
- Coordinated transportation services for clients when necessary.
- Administered prescribed medications on a timely basis following care plan instructions.
- Assisted elderly clients with activities of daily living, such as bathing, dressing and grooming.
- Accompanied clients to social events such as movies or plays.
- Monitored clients' activity levels and helped prevent sedentary behavior.
- Drove clients to shop for groceries, attend doctor appointments and run errands.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
- Supported bathing, dressing and personal care needs.
- Maintained detailed records of services performed on clients.
- Assisted clients with maintaining good personal hygiene.
- Respected the rights of each individual client while maintaining confidentiality of all personal information.
- Improved patient outlook and daily living through compassionate care.
- Helped maintain the safety of the client's environment by removing hazards such as rugs or furniture that could cause falls.
- Ensured compliance with all applicable laws, regulations and standards governing home health care services.
- Contacted medical providers on behalf of clients to follow up on appointments.
- Assisted with ambulation by providing support during transfers from bed to chair or wheelchair.
- Partnered with registered nurses and physiotherapists to provide care to patients.
- Followed safe lifting and transferring techniques to transport residents.
- Consulted with client care team to continually update care plans.
- Maintained clean and well-organized environment for client happiness and safety.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Assisted with meal planning to meet nutritional plans.
- Laundered clothing and bedding to prevent infection.
- Encouraged residents to participate in activities of daily living to enhance personal dignity.
- Maintained accurate records of services provided, changes in client condition, medications administered and other pertinent information.
- Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
- Provided emotional support for clients who were experiencing depression or anxiety due to their illness or disability.
- Reported concerns to nurse supervisor to promote optimal care.
- Helped clients get in and out of beds and wheelchairs.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Built strong and trusting rapport with clients and loved ones.
- Recorded client status progress and challenges in logbooks and reports.
Caregiver
1800 Homecare
Las Cruces, NM
05.2011 - 06.2012
- Assured proper nutrition by preparing meals, grocery shopping and monitoring food consumption levels.
- Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
- Organized oral medications for clients following dosage and schedule requirements.
- Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
- Coordinated transportation services for clients when necessary.
- Administered prescribed medications on a timely basis following care plan instructions.
- Transported clients to doctor appointments and other errands using wheelchair accessible vehicles.
- Assisted elderly clients with activities of daily living, such as bathing, dressing and grooming.
- Accompanied clients to social events such as movies or plays.
- Monitored clients' activity levels and helped prevent sedentary behavior.
- Drove clients to shop for groceries, attend doctor appointments and run errands.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
- Supported bathing, dressing and personal care needs.
- Maintained detailed records of services performed on clients.
- Assisted clients with maintaining good personal hygiene.
- Respected the rights of each individual client while maintaining confidentiality of all personal information.
- Drove clients to doctors' appointments and social outings.
- Improved patient outlook and daily living through compassionate care.
- Helped maintain the safety of the client's environment by removing hazards such as rugs or furniture that could cause falls.
- Ensured compliance with all applicable laws, regulations and standards governing home health care services.
- Contacted medical providers on behalf of clients to follow up on appointments.
- Assisted with ambulation by providing support during transfers from bed to chair or wheelchair.
- Observed changes in behavior or physical condition that may require medical attention and reported them promptly to supervisor.
- Followed safe lifting and transferring techniques to transport residents.
- Encouraged independence while promoting self-care skills such as bathing, grooming and toileting needs.
- Prepared meals according to dietary requirements and assisted with feeding when necessary.
- Maintained clean and well-organized environment for client happiness and safety.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
Dietary Aide
Good Samaritan Society
Las Cruces, NM
03.2009 - 04.2010
- Worked closely with team members to update cleaning protocols and increase aide efficiency.
- Greeted visitors entering the kitchen area, provided them with information about services offered, and directed them accordingly.
- Collaborated with team to deliver timely service of items.
- Set up trays and food service carts to deliver food to residents.
- Monitored food temperatures to ensure safety and quality standards were met.
- Oversaw inventory in buffet and reported replacement needs to kitchen management.
- Made meals in accordance with company standards and requirements.
- Filled and served various beverages for customers.
- Prepared and served meals according to dietary guidelines.
- Maintained a safe working environment by following all safety protocols.
- Treated patients and team members with dignity and respect.
- Prepared workstations with ingredients and tools to increase efficiency.
- Served food and beverage items to residents, meeting therapeutic diets.
- Packaged and bagged cooked food and prepared items.
- Served specific meals to patients with special dietary needs.
- Performed general cleaning duties such as sweeping floors, washing dishes, wiping countertops.
- Operated kitchen equipment in alignment with OSHA protocols and manufacturer instructions.
- Checked temperatures of hot food before serving it to patients and residents.
- Kept records of meal service for accurate billing.
- Prepared variety of foods according to exact instructions and recipe specifications.
- Operated kitchen equipment safely and efficiently.
- Assisted in menu planning based on resident and patient preferences and dietary requirements.
- Engaged with residents to provide positive and enriching experiences.
- Informed supervisor about any changes in patient's dietary needs or preferences.
- Ensured all dishes were presented attractively before serving to customers.
- Assisted with preparation of snacks and other light meals.
- Cleaned and sanitized kitchen equipment and surfaces.
- Helped with meal prep for daily meals, following strict sanitation, and food handling guidelines
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Assisted in the ordering, receiving, storage, and inventory of food items.
- Gathered soiled tablecloths and dietary linens and delivered to laundry.
- Assembled and served meals according to specific guest requirements.
- Served food and snacks according to planned menu and patients' diet orders.
- Delivered meals to residents and patients in their rooms when requested.
- Cleaned and maintained dining room during and after each meal service.
- Helped management stay on top of supply needs by sharing information about low or spoiled inventory.
- Stocked supplies in dining areas as needed.
- Welcomed and thanked guests to demonstrate appreciation for patronage.
- Maintained clean and orderly appearance throughout kitchen and dining area.
- Ensured that all food was prepared according to established health standards.
- Set up trays for patients upon request.
- Monitored expiration dates on products and disposed of any spoiled or expired foods.
- Directed patrons to restrooms and other amenities within facility.
- Refilled condiments, napkins and server workstations.
- Followed dietary procedures in accordance with established policies.
- Maintained safe food handling practices to prevent germ spread.
- Monitored temperatures of prepared food and cold-storage areas.
- Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Sandwich Artist
Metropolitan Deli
Las Cruces, NM
01.2007 - 02.2008
- Talked pleasantly with customers while taking orders and promoted positive image for business.
- Communicated with customer to provide menu offering details and assist with decision-making.
- Directed patrons to restrooms and other amenities within facility.
- Coordinated with suppliers to ensure timely delivery of fresh ingredients.
- Answered guest questions, delivering most accurate and updated information available.
- Informed customers of regular deals or monthly specials to upsell orders.
- Cleaned tables, chairs, counters, floors, trays, dishes, silverware after each shift.
- Checked expiration dates on products to ensure freshness of items served to customers.
- Stored food properly to prevent spoilage, cross-contamination and illnesses.
- Provided excellent customer service by addressing inquiries promptly and professionally.
- Organized food preparation stations and regularly replenished supplies.
- Replenished condiments and other supplies at front counter areas.
- Organized inventory for efficient restocking of products.
- Assisted in the training of new staff members on proper sandwich-making techniques.
- Prepared food items such as sandwiches, salads, soups, and drinks according to customer orders or company recipes.
- Welcomed and thanked guests to demonstrate appreciation for patronage.
- Chopped ingredients and prepped food items ahead of lunchtime and dinner rush periods.
- Delivered superior customer service focused on quality and meeting customer needs.
- Restocked counter supplies and condiment stations, cleaned windows and emptied trash cans during slow periods.
- Stored food in designated areas following wrapping, dating, food safety and rotation procedures.
- Scrubbed and polished counters to remove debris and food.
- Used POS system and cash register to receive payments by cash, check, credit card and voucher.
- Processed cash and credit card payments, promptly returning receipts, coin, bills and payment cards to customers.
- Maintained cleanliness of work area throughout shift.
- Verified orders and bagged items for easy transport.
- Served food and beverages at take-out counters to provide fast service to waiting guests.
- Communicated effectively with co-workers regarding customer needs and concerns.
- Restocked napkins, condiments and utensils at self-service areas during slow periods.
- Monitored temperature of freezers and coolers throughout shift.
- Discussed menu options with customers and offered suggestions to meet individual needs and drive sales.
- Upsold additional items to increase store profits.
- Completed opening, closing and shift change tasks by following company guidelines.
- Assisted team members during peak hours when necessary.
- Kept customer and food preparation areas clean and well-organized.
- Brewed and served coffee and tea with preferred add-ins.
- Stocked shelves with products and supplies.
- Ensured all menu items were prepared in accordance with health and safety standards.
- Operated cash registers to process payments from customers.
- Trained sandwich artists to apply attention to detail and commitment to quality.
- Greeted customers and provided product knowledge.
- Maintained safe food handling practices to prevent germ spread.
- Prepared sandwiches and salads using quality ingredients and tailored to customer requests.
- Followed established procedures for handling money transactions accurately.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Notified kitchen staff of shortages or special orders, prompting appropriate action and keeping wait times short.
- Warmly greeted visitors to promote great customer service and positive ordering experience.
- Trimmed meats and cheeses for sandwiches as needed.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Cooked on the Grill
Education
Some College (No Degree) - Medical Assistant
Vista College
Las Cruces, NMSkills
- Interpersonal relationship building
- Decision-making capacity
- Conflict resolution techniques
- Statistical analysis proficiency
- Ethical conduct awareness
- Quality assurance practices
- Time management
- Regulatory compliance
- Data cleaning methods
- Medical terminology
- Adaptive learning capacity
- Continuous learning mindset
- Team collaboration capacity
- Machine learning
- Advanced Excel
- HIPAA compliance awareness
- Excellent communication skills
- Project management skills
- Independence
Languages
English
Full Professional
Spanish
Limited
Certification
Medical Assistant certification
Accomplishments
- Graduated with Honors for my Medical Assistant certification.
References
References available upon request.
Timeline
Clinical Data Specialist
Electronic Caregiver
12.2021 - 01.2024
Medicare Customer Service Representative
General Dynamics
02.2019 - 03.2020
Customer Care Representative
Thomas L Cardella
07.2018 - 09.2019
Technical Support Representative
Volt Workforce Solutions
11.2016 - 10.2018
Research Assistant
Vupoint Research
07.2016 - 09.2016
Customer Care Representative
Convergys
01.2014 - 05.2016
Caregiver
Home Instead Senior Care Home
03.2012 - 03.2013
Caregiver
1800 Homecare
05.2011 - 06.2012
Dietary Aide
Good Samaritan Society
03.2009 - 04.2010
Sandwich Artist
Metropolitan Deli
01.2007 - 02.2008
Some College (No Degree) - Medical Assistant
Vista College