Chelsea Urena
Orlando,FL
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.Organized and dependable very successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Healthcare Customer Service Representative
Teleperformance USA
01.2024 - Current
- Managed customer inquiries regarding healthcare services, ensuring clarity and understanding.
- Resolved complex issues by coordinating with medical professionals and administrative teams.
- Provided accurate information on insurance benefits, claims processes, and coverage options.
- Assisted in training new representatives on customer service protocols and healthcare regulations.
- Developed comprehensive knowledge of company systems to efficiently navigate customer databases.
- Advocated for patient needs by identifying concerns and facilitating resolutions promptly.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Average hours per week are 40 HOURS
Engagement Specialist
Carenet Health
05.2024 - 12.2024
- Manages team member engagement and onboarding programs and initiatives to drive retention, enhance the overall employment experience, and ensure alignment with company culture.help retain the wonderful team members we bring in, and help them to have a first rate employment experience.
- Conducted regular follow-ups with clients to ensure satisfaction and address any concerns that may arise.
- Average hours per week are 40 HOURS
Patient Advocate
TTEC
10.2023 - 03.2024
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Provided emotional support to patients and families during challenging medical situations, fostering trust and rapport.
- Managed patient complaints professionally and efficiently while maintaining strict adherence to HIPAA regulations.
- Entered details into computer systems and managed database of information.
- Average hours per week are 40 HOURS
Customer Service Representative
ResultsCX
11.2022 - 08.2023
- Supports customers by providing helpful information, answering questions, and responding to complaints. They're the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.
- Collaborated with cross-functional teams to enhance customer satisfaction initiatives.
- Managed escalated cases, ensuring timely resolutions and client satisfaction.
- Maintained up-to-date knowledge of products and services for accurate support delivery.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Average hours per week are 40-45 HOURS
Overnight Valet Clerk
U Street Parking, Inc.
08.2021 - 03.2022
- Secure the customer's keys, assist guests with their vehicles during departure, and process final payment for valet services.As well as Communicating service request calls to a variety of hotel departments & maintaining office clean
- Conducted routine safety checks on vehicles to prevent damage and ensure security.
- Trained new valet staff on operational procedures and customer interaction standards.
- Coordinated with hotel management to align services with guest expectations and needs.
- Managed scheduling of valet team to optimize coverage during peak hours.
- Average hours per week are 40-45 HOURS
Cashier/Customer Service
McDonald's
09.2020 - 04.2021
- Complete duties such as greeting customers, taking orders, collecting payments, recommending products, promoting special deals, matching cash with records, arranging food items on trays, adding napkins and condiments, and cleaning the premises
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Average hours per week are 30-35 HOURS
Education
Associate of Arts - Homeland Security
Keiser University
05-2028
High School Diploma -
St. Cloud Highschool
Saint Cloud, FL05.2020
High School Diploma -
Oak Ridge High School
Orlando, FLHigh School Diploma -
High School For Arts And Business
Queens, NYHigh School Diploma -
Freedom Highschool
Orlando, FLSkills
- Patient confidentiality
- Stress tolerance
- Multitasking and organization
- Customer service
- Team leadership
- Active listening
- spanish translation
Certification
Driver's License March 2019 to March 2028
Languages
Spanish
Native or Bilingual
Timeline
Engagement Specialist
Carenet Health
05.2024 - 12.2024
Healthcare Customer Service Representative
Teleperformance USA
01.2024 - Current
Patient Advocate
TTEC
10.2023 - 03.2024
Customer Service Representative
ResultsCX
11.2022 - 08.2023
Overnight Valet Clerk
U Street Parking, Inc.
08.2021 - 03.2022
Cashier/Customer Service
McDonald's
09.2020 - 04.2021
Associate of Arts - Homeland Security
Keiser University
High School Diploma -
St. Cloud Highschool
High School Diploma -
Oak Ridge High School
High School Diploma -
High School For Arts And Business
High School Diploma -
Freedom Highschool