Andres Isaza
New York,USA
Summary
Resourceful Call Center Representative who consistently meets and exceeds productivity goals. Proven capacity to troubleshoot issues to resolve these issues immediately. Maintains an elevated level of professionalism, patience, and efficiency to minimize customer dissatisfaction. Willing to relocate to: New York, NY
Overview
13
13
years of professional experience
1
1
Certification
Work History
Registered Behavior Technician (RBT)
Kids First
Monsey, NY
03.2026 - Current
- Implemented behavior intervention plans (BIPs) under the supervision of a Board Certified Behavior Analyst (BCBA)
- Collected and analyzed data on client progress, documenting behavioral observations and changes in behavior
- Collaborated with BCBA to develop individualized treatment goals for clients based on assessment results
- Implemented strategies to promote skill acquisition in areas such as communication, socialization, self-help, and academic skills
- Maintained accurate records of client sessions, including session notes, data sheets, and progress reports
- Provided direct one-on-one therapy to individuals with autism spectrum disorder (ASD) using Applied Behavior Analysis (ABA) techniques
Member Services Representative I
32BJ Benefit Funds
New York, NY
11.2025 - 12.2025
- Provided exceptional customer service to members, addressing inquiries and resolving issues in a timely and professional manner
- Maintained accurate member records and updated information as neededproblem-solving
- Promoted various credit union products and services to meet individual member needs
- Resolved member complaints effectively by actively listening, empathizing, and finding appropriate solutions
- Collaborated with other departments to resolve complex member issues or requests.
Humanitarian Aid Coordinator
DocGo
Brooklyn, NY
12.2023 - 12.2024
- Provide emergency aid like food, shelter, and medical supplies
- Organize transport and delivery of goods
- Recruit, train, and manage local people to work as staff and volunteers
- Write reports, monitor budgets, and do general administration
Customer Service Representative
MAXIMUS Inc
New York, NY
04.2022 - 07.2023
- Responding to numerous phone inquiries
- Using standard technology: telephones, e-mail, and web browsers
- Assisting callers in finishing online applications
- Completing daily electronic call logs
- Filling out timesheets
- Adhering to privacy rules
- Connecting callers with leadership as needed
- Maintaining up-to-date knowledge of regulations and policies as they apply to the healthcare programs we service
- Reporting problems through an easy online system
- Responding to telephone inquiries within set time parameters
- Completing all assigned training as necessary
Customer Service Representative
OCFS Office of Children and Family Services
New York, NY
07.2021 - 09.2021
- The office of children and family services serves childcare, child welfare, prevention, juvenile justice, youth development, commission for the blind, and adult servicesfamiliarity with VCC, outlook, and oracle
WFO Senior Specialist
MAXIMUS
New York, NY
12.2019 - 04.2021
- Familiarity with Calabrio One, Cisco, and Humanify
- Follow defined Census program information, processes, and procedures
- Manage inbound and outbound contacts in a courteous, timely, and professional manner
- Adhere to Census-approved scripts in conducting interviews and completing forms
- Use frequently asked questions (FAQs) and help text to look up and provide information to inquiries
- Enter data into desktop applications to accurately capture all responses
- Adhere to the Title 13 requirements for maintaining the confidentiality of all Census data
- Follow defined Census guidelines as they apply to complete census forms
- Report on problems that occur
- Adhere to designated work schedule
Call Center Customer Service Representative
Conduent, Inc
Staten Island, NY
04.2019 - 10.2019
- Deliver world-class customer service and build customer satisfaction and loyalty
- Familiarity with Vector and CST Software
- Knowledge of New York's transit plaza centers
- Explain the use of the E-Z Pass to customers and prospective customers
- Troubleshoot any issues regarding transactions and software
- Answer geographical questions and toll amount to customers who travel in and out of New York City
Intake Coordinator/Freelance Interpreter
Accurate Communication
02.2018 - 05.2018
- Follows Accurate Communication's Intake request criteria and processes all requests accordingly
- Responds to inbound phone calls and determines customer needs
- Providing general information for the caseworkers, clients, and other service providers, ensuring excellent customer service
- Processes and transcribes intake information for request entry and responds to electronic platforms, faxed or telephone requests, including all requests received via e-mail
Telecommunication Operator
Lincoln Medical Health Center
Bronx, NY
10.2017 - 02.2018
- Listen to costumer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information
- Search files, databases, or reference materials to obtain needs information
- Answer telephones to direct calls or provide information
- Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person to person, and emergency calls
- Answer telephones to direct calls or provide information
- Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls
Medical Scheduler
Tunstall Americas
Queens, NY
03.2016 - 03.2017
- Coordinates the distribution of work tasks to support call center representatives
- Monitors incoming call volume and ensure even distribution among representatives based on workload
- Considers time sensitivity of requests to ensure customer satisfaction
- May respond to complicated issues but escalates all in-depth issues to representatives
- Knows commonly used concepts, practices, and procedures within a particular field
- Instructions and pre-established guidelines to perform the functions of the job
- Works under immediate supervision. Typically reports to a supervisor or manager
Customer Service Representative
MAXIMUS
New York, NY
09.2013 - 02.2015
- Deliver world-class customer service and build customer satisfaction and loyalty
- Provide effective and timely resolution of a range of customer inquiries
- Strive for one-call resolution of customer issues
- Enroll consumers in a healthcare plan and inbound and outbound calls
- Process applications prepared in both English & Spanish
Education
Bachelors - Psychology, Liberal Arts & Science
Stony Brook University
New York, NY05-2028
Associates Degree - Human Services, Associates
Technology Career Institute
New York, NY05-2013
Skills
- Medical office experience
- Customer service
- Public health
- Microsoft Outlook
- Record keeping
- Typing
- Recruiting
- Medical administrative support
- Relationship management
- Front desk
- Administrative experience
- Medical scheduling
- Microsoft Word
- Clerical experience
- Care plans
- Medical terminology
- Peachtree
- Negotiation
- Medical receptionist
- Cash handling
- Sales
- Medical records
- Bilingual (English/Spanish)
- ERP systems
- HIPAA
- Data verification
- Software Troubleshooting
- Medical Office Assistant
- Phone etiquette
- Call Center Experience
- Organizational skills
- Transcription
- Microsoft Excel
- Applied behavior analysis
- Computer operation
- Order entry
- Home & community care experience
- Technical Proficiency
- Medical Interpreter
- Excel & Microsoft Office
- Basic math
- Case management
- Microsoft Office
- Data entry
- Communication skills
- Multi-line phone systems
- Spanish
- Motivational interviewing
- Customer Care
- Patient interaction
- Billing & Invoicing
- Event scheduling
- EMR/EHR
Certification
- BCBA - Board Certified Behavior Analyst
Languages
English
Spanish
Bilingual
Interpretation
Timeline
Registered Behavior Technician (RBT)
Kids First
03.2026 - Current
Member Services Representative I
32BJ Benefit Funds
11.2025 - 12.2025
Humanitarian Aid Coordinator
DocGo
12.2023 - 12.2024
Customer Service Representative
MAXIMUS Inc
04.2022 - 07.2023
Customer Service Representative
OCFS Office of Children and Family Services
07.2021 - 09.2021
WFO Senior Specialist
MAXIMUS
12.2019 - 04.2021
Call Center Customer Service Representative
Conduent, Inc
04.2019 - 10.2019
Intake Coordinator/Freelance Interpreter
Accurate Communication
02.2018 - 05.2018
Telecommunication Operator
Lincoln Medical Health Center
10.2017 - 02.2018
Medical Scheduler
Tunstall Americas
03.2016 - 03.2017
Customer Service Representative
MAXIMUS
09.2013 - 02.2015
Associates Degree - Human Services, Associates
Technology Career Institute
Bachelors - Psychology, Liberal Arts & Science
Stony Brook University