Cinthia Reyes-Cruceta
Dover,DE
Summary
Experienced Quality Assurance Specialist with nearly a decade of Customer Service expertise. Motivated self-starter with proven ability to lead, train, and motivate teams. I thrive under pressure and continuous improvement. I focus on operational efficiencies, business growth, and team development.
Overview
14
14
years of professional experience
Work History
Patient Information Specialist
Bayhealth Medical Group
09.2023 - Current
- Manage patient calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Assist patients with scheduling appointments with their primary care provider
- Knowledgeable in Epic
Customer Service Specialist
Christiana Care Access Center
06.2023 - 09.2023
- Manage patient calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Assist patients with scheduling appointments with their primary care provider
- Knowledgeable in Revenue cycle and Sorian
Clinical Support Staff
St. Luke’s Hospital Sacred Heart Campus
07.2022 - 06.2023
- Make patient contact after Inpatient and Emergency room visits
- Document patient feedback and share with upper management to ensure patient satisfaction
- Knowledgeable in Epic
Quality Assurance Specialist
IQor, Bethlehem
05.2019 - 09.2022
- Identifying and coaching prospective customer service representatives, emphasizing compliance training, customer service training, and customer satisfaction.
- Used robust writing skills to translate complex training and compliance requirements for a diverse organization.
- Used strong project management skills to communicate with and coordinate cross-functional teams for daily coaching.
- Provide positive collaboration and feedback, encouraging personal growth and high quality.
- Enforce and ensure quality assurance compliance and incorporate process improvement strategies to optimize approaches.
- Use attention to detail and data analysis for key performance indicators to assess success metrics in team members as part of performance benchmarking.
Customer Service Representative
IQor
07.2016 - 05.2019
- Met or exceeded service quality standards every review period
- Managed high call volume with tact and professionalism
- Accurately documented, researched and resolved customer service issues
- Referred unresolved customer grievances to designated departments for further investigation
- Quality assurance specialist
Customer Service Representative
Coworx Staffing
06.2015 - 03.2016
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Met or exceeded service and quality standards every review period
- Acted professionally and patiently when addressing negative customer concerns
Team Member/ Shift Manager
Pizza Hut
02.2011 - 06.2015
- Communicated with other kitchen members to ensure food was prepared on time and correctly
- Led and directed team members on effective methods, operations and procedures
Education
High School Diploma -
William Allen High School
Allentown, PA01.2011
Skills
- Fluent in Spanish
- Exceptional workflow management
- Adheres to customer service procedure
- Motivated team player
Adaptability
Customer Relationship Management (CRM) Systems
Critical Thinking
Quality Audit and Evaluation
Service Level Management
Root Cause Analysis
Multitasking
Performance Benchmarking- Problem-Solving
Coaching and Mentoring
Interpersonal Skills
Conflict Resolution
Languages
Spanish
Native or Bilingual
Timeline
Patient Information Specialist
Bayhealth Medical Group
09.2023 - Current
Customer Service Specialist
Christiana Care Access Center
06.2023 - 09.2023
Clinical Support Staff
St. Luke’s Hospital Sacred Heart Campus
07.2022 - 06.2023
Quality Assurance Specialist
IQor, Bethlehem
05.2019 - 09.2022
Customer Service Representative
IQor
07.2016 - 05.2019
Customer Service Representative
Coworx Staffing
06.2015 - 03.2016
Team Member/ Shift Manager
Pizza Hut
02.2011 - 06.2015
High School Diploma -
William Allen High School
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