Ayadelkis Felipe
Brooklyn,USA
Summary
Bilingual (English/Spanish) customer service and operations professional with 10+ years of experience in concierge services, medical administration, and client support.
Overview
13
13
years of professional experience
Work History
Area Manager, Concierge & Security Division
GROUND SUPPORT SERVICES
07.2024 - Current
- Directed daily operations of concierge teams across 23 buildings, ensuring consistent, high-quality concierge/ security service.
- Fostered strong client relationships through proactive communication, issue resolution, and personalized service.
- Designed and led training initiatives to ensure staff adherence to company standards and service protocols.
- Regularly assessed staff performance and provided coaching to support continuous improvement.
- Conducted site visits and team check-ins to ensure policy compliance and consistent service quality.
Concierge Lead
QUALITY CONCIERGE SERVICE
11.2020 - 07.2024
- Provide a warm and welcoming atmosphere for residents and guests.
- Maintain inventory of keys and packages.
- Facilitate access to amenities by time slotting.
- Log all shift activity in Building Link and logbook.
- Developed list of recommended restaurants and bars in the neighborhood.
- Monitor security cameras and conduct building walkthrough.
Medical Secretary
HOSPITAL FOR SPECIAL SURGERY
12.2019 - 05.2020
- Screened incoming calls to assess appointment urgency and ensure prompt, appropriate scheduling.
- Streamlined office workflow by introducing a color-coded filing system for surgical packets, enhancing organization and distribution efficiency.
- Performed a variety of clerical tasks, including sorting and distributing mail, managing incoming faxes, and monitoring voicemails and emails for timely follow-up.
Senior Patient Care Representative
CityMD
05.2016 - 11.2019
- Company Overview: Astoria
- Greeted patients with professionalism and warmth, creating a welcoming and supportive environment.
- Trained and mentored new hires and colleagues, fostering team development and operational consistency.
- Registered patients and efficiently coordinated patient flow to minimize wait times and optimize care delivery.
- Assisted clinical staff by collecting vital signs and preparing patients for evaluation.
- Scheduled appointments and secured insurance pre-authorizations to ensure seamless patient care and billing accuracy.
- Astoria
Customer Care Representative
Raymour & Flanigan
11.2012 - 03.2016
- Company Overview: Long Island City
- Provide training and mentorship to new hires and team members, ensuring a smooth onboarding process and consistent performance.
- Support management with employee scheduling and office supply inventory oversight.
- Handle sales processing, conduct credit checks, and coordinate customer delivery scheduling.
- Long Island City
Education
Associate of Occupational Studies - Medical Assisting
ASA College
06.2009
Skills
- Knowledge of medical terminology
- Professional networking
- Yardi and Active Building proficiency
- Building Link and Key Link expertise
- HIK-Vision proficiency
- Customer service orientation
- Staff training and development
- Team leadership skills
- Scheduling coordination
- Client relationship management
Languages
- English
- Spanish
Timeline
Area Manager, Concierge & Security Division
GROUND SUPPORT SERVICES
07.2024 - Current
Concierge Lead
QUALITY CONCIERGE SERVICE
11.2020 - 07.2024
Medical Secretary
HOSPITAL FOR SPECIAL SURGERY
12.2019 - 05.2020
Senior Patient Care Representative
CityMD
05.2016 - 11.2019
Customer Care Representative
Raymour & Flanigan
11.2012 - 03.2016
Associate of Occupational Studies - Medical Assisting
ASA College
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