Catherine Carrasco
Boston,MA
Summary
Service-focused Customer Service Representative dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets. With 5 plus years of experience, I am adept at providing excellent customer services, and collaborating with various team to provide an excellent service to customers.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Automated Health Systems Inc.
05.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
Customer Service Representative
IworkGlobal U. (FormSwift)
10.2022 - Current
- Provided solutions, recommendations, and replacements with empathy and positive feedback
- Used knowledge base systems and work processes to help customers
- Answered user inquiries regarding computer software or hardware operation to resolve problems
- Updated information databases to organize support tickets and keep case profiles current for accounts
- Exceeded customer service expectations by providing detailed, up-to-date information regarding products, services, and promotions
- Investigated product concerns and communicated with departments to understand customer issues
- Met and exceeded daily service quality and performance goals
- Engaged with customers to understand and resolve issues and answer product questions
- Strived to avoid potential conflicts and maintain high standard of professionalism through courteous, help-focused style of communication
- Monitored processes and recommended methods for improvement
- Completed all assigned tasks prior to shift end
- Followed established guidelines and procedures
- Completed calls and followed scripts to maintain good call control
Sales Consultant
Bahamas Cruise Line
01.2017 - 01.2019
- Answered passenger questions, including directions to terminals and confirmation of arrival and departure times
- Conveyed informational updates, departure announcements, and boarding process alerts via PA system
- Answered customer questions and addressed concerns or communicated issues with supervisor
- Informed passengers of essential travel information, including travel times, visa requirements, and transportation connections
- Assisted new members with membership renewals and upgraded high-end membership products to existing members
- Utilized market research, published reports, consultants, and key decision-makers to assess market opportunities
- Maintained up-to-date knowledge about products and promotions
- Resolved customer issues quickly to recapture the customer's loyalty and maintain the sale
Front Desk Receptionist
Cardiology Unlimited
11.2014 - 01.2017
- Welcomed clients and visitors and directed to appropriate departments
- Coordinated schedules and appointments using Microsoft Outlook and Google Workspace
- Maintained and replenished petty cash and checks
- Answered heavy volume phone calls and handled high traffic lobby area
- Resolved customer and guest complaints
- Received and distributed mail and documents
- Scheduled appointments and Test, Labs
- Greeted every visitor with friendly smile and immediate offer of knowledgeable assistance
- Ensured all tools and equipment used for testing or collecting samples were adequately sanitized and sterilized in compliance with OSHA standards for lab processing
- Reviewed all pre-visit work required for each exam for completion and checked availability of test results in electronic medical record (EMR)
- Supported front office billing, scheduling, and patient check-ins
Education
High School Diploma -
LandMark High School
New York City, NYCertificate - Medical Assistance
Sanford-Brown Institute
New York City, NY2015
Skills
- HIPAA Compliance
- Patient Scheduling
- Customer Service
- Medical terminology knowledge
- Vital Sign Monitoring
- Clinical Documentation
- Data Entry
- Phlebotomy
- Electronic Health Records
- Electronic Medical Records
- Compassionate
- Patient Assessments
- Fluent in Languages
- Valid State driver's license
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Payment Processing
- Professional telephone demeanor
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Product Knowledge
- Appointment Scheduling
- Microsoft PowerPoint
- Data Collection
- Live chat support
- Fluent Bilingualism
- Client Support
- Professional ethics
- Client Confidentiality
- Note-taking Techniques
- Interpretation
- Language proficiency
- Written document translation
- Excellent Communication
- Time Management
- Multitasking
- Attention to Detail
- Organizational Skills
- Professionalism
- Speech Clarity
- Analytical Skills
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Automated Health Systems Inc.
05.2024 - Current
Customer Service Representative
IworkGlobal U. (FormSwift)
10.2022 - Current
Sales Consultant
Bahamas Cruise Line
01.2017 - 01.2019
Front Desk Receptionist
Cardiology Unlimited
11.2014 - 01.2017
High School Diploma -
LandMark High School
Certificate - Medical Assistance
Sanford-Brown Institute
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