Brittney Hernandez
Miami,FL
Summary
Experienced customer service representative and front desk receptionist with many years of applying exceptional customer service, conflict mediation, and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
8
8
years of professional experience
Work History
Customer Care Agent
Miami Cancer Institute
08.2023 - Current
- Adhered strictly to data protection guidelines, ensuring that customers' confidential information was treated with utmost respect and diligence throughout all interactions.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
Front Desk Receptionist
Dental Care Alliance Of Kendall
02.2023 - 11.2023
- Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
- Maintained an organized and clean front office area to create a professional and welcoming environment for visitors and employees.
- Scheduled, coordinated, and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
Patient Representative
Mount Sinai Medical Center
11.2022 - 08.2023
- Resolved billing issues, resulting in increased patient trust and financial stability for the clinic.
- Scheduled appointments for patients and placed reminder calls 48 hours before office visits
- Implemented effective problem-solving techniques to resolve diverse patient concerns promptly.
- Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity.
Front Desk Receptionist
Merino Medical And Wellness LLC
01.2021 - 01.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Phone Operator
OBGYN Specialist Of South Miami
10.2016 - 12.2020
- Contributed to a positive work environment by supporting team members in handling difficult calls or resolving complex issues.
- Enhanced customer satisfaction by efficiently handling incoming calls and addressing inquiries.
- Maintained professionalism and courtesy while managing high call volumes during peak hours.
- Pleasantly greeted all callers and asked how to be of assistance.
- Managed multi-line phone system, expertly navigating between calls while maintaining a friendly demeanor.
- Handled escalated customer concerns with empathy and tact, leading to satisfactory resolutions.
- Delivered exceptional service through active listening, clear communication, and professional etiquette on each call handled.
Education
Bachelor of Arts - Psychology
Florida International University
Miami, FL08.2024
Associate of Arts - Psychology
Hillsborough Community College
Tampa, FL05.2022
Skills
- Call center experience
- Payment Processing
- Customer Service
- Insurance verification
- Referral and authorization
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Care Agent
Miami Cancer Institute
08.2023 - Current
Front Desk Receptionist
Dental Care Alliance Of Kendall
02.2023 - 11.2023
Patient Representative
Mount Sinai Medical Center
11.2022 - 08.2023
Front Desk Receptionist
Merino Medical And Wellness LLC
01.2021 - 01.2022
Phone Operator
OBGYN Specialist Of South Miami
10.2016 - 12.2020
Bachelor of Arts - Psychology
Florida International University
Associate of Arts - Psychology
Hillsborough Community College
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