ANGELICA GONZALEZ
Cutler Bay
Summary
Diligent Office Administration Assistant with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Receptionist/ Front Desk Agent
Housing Authority of the City of Ft. Myers
Fort Myers, FL
08.2023 - 09.2025
- Welcomed office visitors and directed them to the appropriate staff members.
- Managed a multi-line phone system and forwarded calls to the correct departments.
- Processed incoming mail from clients, landlords, and the general public to ensure timely distribution to relevant staff.
- Distributed housing applications and clearly explained the application process.
- Reviewed applications for accuracy and compliance with HUD regulations, logging entry dates to maintain organized records.
- Received maintenance work orders and dispatched them quickly to the repair team.
- Maintained proficiency in specialized housing software and online industry platforms.
- Organized and updated active and archived tenant files and application records.
- Managed office resource center by updating community literature and social service listings to provide accurate information to visitors.
- Maintained strict confidentiality protocols for all client, staff, and agency information.
- Completed special assignments from the Executive Director to support organizational goals. from the Executive Director.
Front Desk Care Facilitator
Chen Senior Medical Center
Miami, FL
10.2021 - 07.2023
- Patient Coordination: Managed patient check-in and check-out processes, ensuring seamless transitions and enhancing patient satisfaction.
- Relationship Building: Cultivated trusting patient relationships through high-quality customer service during every interaction.
- Front Desk Logistics: Welcomed patients, updated personal profiles, and maintained a clean, organized lobby environment.
- Communication Routing: Screened phone calls, took detailed messages, and directed inquiries to the correct clinical personnel.
- Financial Verification: Verified patient insurance coverage online or via phone and collected required copays.
- Schedule Management: Controlled calendars for primary care physicians and specialists, prioritizing high-risk patient appointments.
- Referral Coordination: Scheduled follow-up visits and tracked in-house specialist referrals to optimize patient care pathways.
- Patient Engagement: Conducted outreach calls and mailed greeting cards to celebrate special patient milestones.
- Service Recovery: Administered patient satisfaction surveys at discharge and escalated negative feedback for resolution.
- Clinical Assistance: Escorted patients to examination rooms and monitored quality metrics as a HEDIS data champion.
- Transportation Logistics: Coordinated patient transit logistics, including rideshares and medication deliveries, to ensure timely access to care.
- Data Administration: Utilized medical software to input new patient data, draft correspondence, and compile introductory packets.
- Team Collaboration: Participated in daily and weekly team huddles to share critical data regarding patient statuses.
- Hospital Reporting: Compiled tracking logs on patient hospitalizations utilizing automated census and ping systems.
- Enforced patient confidentiality standards to protect medical records.: Enforced strict patient confidentiality standards to safeguard medical records and personal information. [1, 2, 3, 4, 5]
Administrative Assistant
Premier Workspaces
Aventura, FL
02.2021 - 10.2021
- Coordinated and managed appointment schedules to optimize time for staff and clients.
- Coordinated logistics for meetings to ensure seamless execution and participant satisfaction.
- Organized and maintained accurate records and files to support efficient office operations.
- Answered incoming phone calls professionally.
- Answered client inquiries
- Arranged correspondence for efficient distribution.
- Procured necessary office supplies regularly.
- Checked and accepted incoming shipments.
Customer Service Representative (Seasonal)
Miami Dade County Elections
Miami, FL
10.2020 - 11.2020
- Greeted customers warmly and identified the reason for their calls.
- Resolved customer complaints via phone, email, or mail.
- Used telephones to reach out to customers and verify account information.
- Assisted with placement of orders, refunds, or exchanges.
- Placed and/or canceled orders.
- Processed account cancellations and upgrades, ensuring seamless transitions for customers.
- Suggested effective solutions for product malfunctions, enhancing customer satisfaction.
- Handled product recalls.
- Utilized computer technology to handle high call volumes.
- Managed call records by closing or opening them for documentation.
- Worked with customer service manager to ensure proper customer service is being delivered.
- Compiled reports analyzing customer satisfaction trends to inform service improvements.
Education
Registered Behavioral Technician - Behavioral Sciences
Vida Training Center
Miami, FL04-2025
Anticipated Associates Degree - Human Services With A Pathway Major To Social Work
Miami Dade College
Miami12-2027
Certificate - Peer Support Specialist
Miami Dade College
Miami, FL12-2019
Skills
- Customer service
- Service quality commitment
- Effective verbal communication
- Engaged listening
- Efficient data input
- Analytical reasoning
- Reporting proficiency
Certification
First Aid and CPR
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Receptionist/ Front Desk Agent
Housing Authority of the City of Ft. Myers
08.2023 - 09.2025
Front Desk Care Facilitator
Chen Senior Medical Center
10.2021 - 07.2023
Administrative Assistant
Premier Workspaces
02.2021 - 10.2021
Customer Service Representative (Seasonal)
Miami Dade County Elections
10.2020 - 11.2020
Registered Behavioral Technician - Behavioral Sciences
Vida Training Center
Anticipated Associates Degree - Human Services With A Pathway Major To Social Work
Miami Dade College
Certificate - Peer Support Specialist
Miami Dade College