BRENDA SANTIAGO
Philadelphia,PA
Summary
Dynamic Customer Service Manager with a strong focus on building positive patient relationships and streamlining operations. Skilled in conflict resolution and educating clients on insurance and supply eligibility, while ensuring compliance with regulations. Proven ability to lead teams in fast-paced environments to enhance customer satisfaction.
Overview
17
17
years of professional experience
Work History
sleep coach
Sleep coaches
, FL
04.2024 - 08.2026
- Educated patients on insurance guidelines and supply eligibility, empowering them to navigate mask exchanges and prescription requirements effectively.
- Coordinated and fulfilled orders for CPAP supplies, ensuring timely delivery of masks, cushions, filters, tubing, headgear, and water chambers.
- Facilitated ordering of replacement CPAP supplies for patients through calls and texts, enhancing patient access to necessary equipment.
- Verified patient identity, insurance eligibility, prescriptions, and supply schedules before processing orders.
- Documented conversations, order details, insurance information, and follow-up requests in company systems.
- Contacted internal departments to request callbacks and resolve complex patient concerns.
- Utilized RingCentral and RingCX to manage patient communications and workflow effectively.
- Maintained HIPAA compliance while handling confidential patient and medical information.
OFFICE COORDINATOR
Patissier Amour
Philadelphia, Pa
02.2022 - 04.2024
- Coordinated office operations, optimizing scheduling, supply ordering, and meeting arrangements to enhance workflow.
- Streamlined filing and record-keeping systems for improved accessibility and organization.
- Managed vendor relationships and negotiated contracts to ensure cost-effective solutions.
- Facilitated onboarding of new employees and organized employee events to foster team cohesion and engagement.
OFFICE COORNATOR
Talon
Philadelphia, Pa
01.2019 - 05.2021
- Managed office operations, including supply ordering, scheduling, and inventory management, resulting in streamlined processes.
- Provided administrative support to executives by managing calendars, travel arrangements, and correspondence, ensuring seamless daily operations.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
CUSTOMER SERVICE MANAGER
AutoZone Auto Parts
03.2012 - 03.2018
- Led team of customer service representatives to achieve consistently high client satisfaction scores.
- Implemented training programs that enhanced staff performance and enriched customer interactions.
- Developed strategies that expedited resolution of customer complaints, improving overall customer experience.
CUSTOMER SERVICE ASSOCIATE
Walmart
02.2010 - 02.2011
- Managed high volume of customer inquiries via phone, email, and in-person interactions, ensuring timely responses.
- Achieved high customer satisfaction through effective communication and problem-solving skills.
- Leveraged CRM system to track customer interactions, enhancing service delivery quality.
Education
High School -
Leto High School
Skills
- Patient education
- HIPAA compliance
- Supply coordination
- Appointment management
- Customer relationship management
- Account management
- Customer relations
- Excellent communication
- Bilingual in Spanish
- Team Leadership
- Staff management
- Results-oriented
- Appointment management
Personal Information
Title: CUSTOMER SERVICE REPRESENTATIVE
LANGUAGES
Spanish | fluent
Timeline
sleep coach
Sleep coaches
04.2024 - 08.2026
OFFICE COORDINATOR
Patissier Amour
02.2022 - 04.2024
OFFICE COORNATOR
Talon
01.2019 - 05.2021
CUSTOMER SERVICE MANAGER
AutoZone Auto Parts
03.2012 - 03.2018
CUSTOMER SERVICE ASSOCIATE
Walmart
02.2010 - 02.2011
High School -
Leto High School