Anna Rios
Bronx,NY
Summary
Detail-oriented and dependable professional with experience in high-volume environments requiring strong communication, critical thinking, and accurate documentation. Proven ability to manage competing priorities, collaborate across teams, and deliver efficient, solution-focused support. BLS/CPR Certified with a strong commitment to safety, professionalism, and maintaining high standards of performance in any role.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Call Taker – Level 1
Senior Care EMS
New York, NY
06.2025 - Current
- Manage high-volume emergency and non-emergency calls, ensuring accurate prioritization and timely EMS deployment
- Screen patients for medical stability to coordinate hospital-of-choice and appropriate transport level
- Coordinate interfacility transfers with contracted hospitals using CAD and transport management systems
- Maintain detailed HIPAA-compliant documentation to ensure continuity of care
- Monitor transport statuses and proactively communicate delays or updates to healthcare partners and internal teams
Dispute Analyst
Delta Children
New York, NY
01.2022 - 02.2025
- Investigated and resolved complex customer disputes in compliance with regulatory and company standards
- Analyzed account data to identify discrepancies and implement timely, accurate resolutions
- Reduced case turnaround times by improving documentation accuracy and workflow coordination
- Partnered with cross-functional departments to enhance operational efficiency and service quality
Customer Service Representative
Delta Children
New York, NY
01.2021 - 01.2022
- Managed high-volume inbound calls while delivering solution-focused customer support
- Assisted clients with troubleshooting and process navigation while maintaining detailed documentation
- Identified service trends and contributed to process improvement initiatives
Team Lead / Supervisor
Wildlife Conservation Society
Bronx, NY
02.2019 - 03.2020
- Supervised daily team operations, ensuring compliance with safety regulations and organizational policies while managing paperwork related to safe intake, money drops, clock-outs, and operational reporting.
- Trained, mentored, and evaluated staff, improving performance and service standards, resolving employee issues, and enforcing proper procedures and safety regulations.
- Oversaw financial and administrative processes, including cash-ins/cashouts, audits, money distribution, account reporting, and communication with management regarding operational updates, complaints, and strategic recommendations across all five WCS Parks.
Education
High School Diploma -
Gateway High School
New York, NYSkills
Technical & Software Systems
CAD Systems
Routing Box
RescueNet
Connex Portal
EPACES
Careport (ECIN)
Manifest (MAS)
DARA (DocGo)
Microsoft 365 (Excel, Word, Outlook, Teams, OneNote)
Zendesk
Freshdesk
Operational & Administrative Skills
Emergency Call Processing & High-Volume Call Management
Call Prioritization & Telecommunications Coordination
Documentation Accuracy & Data Management
Complaint Resolution
Professional Competencies
Medical Terminology & HIPAA Compliance
Critical Thinking & Stress Management
Team Collaboration
Certification
Basic Life Support (BLS) Certified Provider – CPR
Timeline
Call Taker – Level 1
Senior Care EMS
06.2025 - Current
Dispute Analyst
Delta Children
01.2022 - 02.2025
Customer Service Representative
Delta Children
01.2021 - 01.2022
Team Lead / Supervisor
Wildlife Conservation Society
02.2019 - 03.2020
High School Diploma -
Gateway High School