Annie Nunez-Sylvain
US
Summary
Professional with 10+ years of experience in customer service, and Human recourses, exhibiting a strong record of strategic and technical acumen, devising risk management strategies to enhance business processes and strengthen revenue performance. Core competencies include strategic planning, process improvement, project management, quality interpersonal skills.
Overview
17
17
years of professional experience
Work History
Senior Talent Acquisition Specialist
Northwell Health Human Resources
10.2021 - Current
- Recruit for high volume, clinical, clerical, administrative, and service related positions for 50+ candidates within the organization.
- Increased quality of hires through meticulous candidate screening, interviewing, and assessment techniques.
- Assist with HR compliance maintenance and implementation of regulatory, federal, state and local employment requirements; including licenses/certification, department of health, and background check through corporate screening
- Coordinate educational and training orientation.
- Service recovery following policies/procedures regarding concern and complaint, escalate to management when appropriate.
- Championed the use of data-driven decision-making within talent acquisition team, utilizing various analytics tools to identify trends and pinpoint areas for improvement.
- Reduced time-to-fill for critical roles by cultivating strong relationships with hiring managers and understanding their specific needs.
Senior Customer Support Specialist
Northwell Health
10.2007 - 10.2021
- Managed high call volume of 45+ incoming and outgoing calls while maintaining courteous and professional demeanor. Multitasking, admitting, transferring and discharging patients.
- Filing paperwork, putting together And pulling charts, Monitoring emergency calls, Assisting Nurse Manager with projects, Employee scheduling and making sure every shift is covered, making sure patients are satisfied with recovery process, Hourly rounding on each patient.
- Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Utilized IT systems and data analytics to analyze customer feedback trends, identifying areas for improvement in service delivery and product offerings; implemented actionable strategies that resulted in a 20% increase in customer satisfaction scores within
- Placed and tracked orders meticulously to ensure accurate and timely delivery, utilizing ERP systems and order tracking tools to optimize procurement processes and minimize lead times by 15% to better serve patient and streamline operations across 4+ divisions.
- Followed up with patients proactively to ensure their issues were promptly resolved, maintain high standards of customer service and enhancing overall satisfaction ratings; managed to increase customer service reporting standards by +30% during total tenure.
- Maintained customer satisfaction by implementing proactive strategies to address staff needs and concerns effectively; communicated with 13+ vendors to ensure product availability, manage projections, and coordinated future orders to meet organizational needs.
Education
Registered Medical Assistant -
New York School For Medical Assistant
New York, NY05.2003
Diploma -
Elmont Memorial High School
Elmont, NY2000
Skills
- Software & Tools: Microsoft Office Suite – Google Workspace – CRM Databases – Excel -Electronic Health Records - i9 Documents - Work authorizations
- Business Development: Client Relationship Management – CRM Pipeline Management –Data Analytics
- Quality Assurance: Documentation – Continuous Learning – Planning & Strategy – Bug Tracking & Management – Performance Override
- Onboarding Process Management
- Candidate assessment
- Strategic Sourcing
- Cold-calling
Languages
Spanish
Full Professional
Timeline
Senior Talent Acquisition Specialist
Northwell Health Human Resources
10.2021 - Current
Senior Customer Support Specialist
Northwell Health
10.2007 - 10.2021
Registered Medical Assistant -
New York School For Medical Assistant
Diploma -
Elmont Memorial High School
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