Angelic Santos
Providence,US
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
4
4
years of professional experience
Work History
Call Center Associate
LifeSpan
04.2024 - Current
- Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
Security
Allied Universal
02.2023 - 12.2023
- Monitor activity inside and outside of hospital.
- Safety intervention when patients threaten to harm themselves, staff or other patients.
- Sit in on aggressive patients to protect staff and patient.
- Participated in ongoing training programs to stay current on best practices in hospital security operations.
- Responded swiftly to alarms or calls for assistance, effectively diffusing potentially dangerous situations.
- Maintained order during high-stress situations such as medical emergencies or evacuations, keeping all parties calm and informed.
Patient Transporter
Lifespan
08.2022 - 02.2023
- Transport patients around hospital
- Transport blood samples and specimen in safely and timely manner
- Maintain proper documentation of all transports
- Transfer patient from bed to stretcher/wheelchair for transport and from stretcher back in bed or from wheelchair to car for discharge.
- Warmly greeted patients and visitors and made each feel welcome.
- Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection.
Cashier Assistant
Wise Guys Deli
05.2021 - 06.2022
- Met customer needs through polite friendly and attentive service
- Cleaned and sanitized cashier area
- Trained new cashier team members
- Addressed and resolved complaints quickly
- Answered calls and input orders into POS system
- Restocked dressings and packaged orders
- Built relationships with regular customers.
Crew Member
Dunkin' Donuts
11.2020 - 03.2022
- Worked well with teammates.
- Took orders, prepared meals and collected payments.
- Collaborated with team members.
- Provided excellent customer service
- Addressed guest needs
- Maintained clean working space.
- Worked front counter, drive-thru and other areas.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Collaborated with team members to complete orders.
Education
High School Diploma -
Central High School
Providence, RI06.2021
Skills
- Problem-solving skills
- Medical terminology knowledge
- Patient confidentiality
- Stress Tolerance
- HIPAA Compliance
- Customer Service
- FLUENT IN Spanish
- Work Ethic and Integrity
- Patience and Empathy
- Cash Handling
- Time Management
- Teamwork and Collaboration
- Flexible Schedule
Timeline
Call Center Associate
LifeSpan
04.2024 - Current
Security
Allied Universal
02.2023 - 12.2023
Patient Transporter
Lifespan
08.2022 - 02.2023
Cashier Assistant
Wise Guys Deli
05.2021 - 06.2022
Crew Member
Dunkin' Donuts
11.2020 - 03.2022
High School Diploma -
Central High School
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