CLARA GALIANO
Commerce City,CO
Summary
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
Choice Digital
Broomfield, CO
10.2025 - Current
- Oversaw daily operations of customer service team, ensuring high-quality support and timely resolution of inquiries.
- Implemented training programs for staff, enhancing product knowledge and improving service delivery standards.
- Developed and maintained performance metrics to assess team efficiency and customer satisfaction levels.
- Resolved escalated customer complaints through effective communication and problem-solving strategies.
- Collaborate with leadership and partners to resolve operational and technical service issues.
- Support process improvements including SOP review and escalation management workflows.
Team Lead
UM Health Call Center
Miami, FL
12.2018 - 11.2021
- Promoted to lead position for the outreach team, delegating daily tasks for the department agents and monitoring agents’ workload throughout the day.
- Creating daily broadcasts for all providers’ clinic closures
- Upload dialer for over 30 skill groups.
- Sort online appointment requests by specialty.
- Assign rescheduling based on created date and next pending session date.
- Update PLR, (bumped visits, appointment notifications) to reflect contacted patients.
- Open slots when overbooks are approved by the department.
- Communicate clinic closures issues and request errors with master scheduling.
- Communicate with Workforce Management (WFM) on inbound coverage.
- Communicate with agents regarding their unavailable time.
- Assist supervisor with QA scores and attendance analysis.
- Provide AMB dialer and rescheduling training to agents.
- Attends meetings and interviews as required.
- Coordinate overtime (OT) projects as needed.
Patient Clinical Access
UM Health Call Center
Miami, FL
12.2018 - 10.2021
- Manage patient registration and appointments for Bascom Palmer Eye Institute, handling high call volumes and coordinating with medical staff.
- Transitioned to Outreach department for expanded responsibilities.
- Efficiently managed high-volume web requests, referrals, and in-baskets, ensuring timely processing and completion.
- Provide empathetic patient support, addressing inquiries and coordinating care with ophthalmologists and optometrists to ensure optimal outcomes.
- Trained for Obgyn Specialty.
Manager and Front Desk Receptionist
Elite Arts Academy Dance Studio
Miami, FL
09.2015 - 12.2018
- Responsible for handling front office reception and administration duties
- Welcoming visitors in person or on the telephone, answering questions and address complaints
- Responsible for office management and basic bookkeeping
- Organized dance recitals for over 100 dancers
- Responsible for organizing music, costumes, decorations and creating background scenery on stage.
- Organized fundraisers to raise money for national dance competitions Attended competitions to supervise and assist with wardrobe changes for over 50 dancers
- Fostered positive client relationships through effective communication, complaint resolution, and personalized service in a dynamic dance studio environment.
Data Entry Specialist
Optimus MSO Medical Insurance Company
Miami, FL
04.2018 - 10.2018
- Responsible for data entry of monetary transactions of over 20 medical clinics
- Implemented digital-filing solution that improved records management and customer follow-up processes
- Stepped in to answer phone calls and assist with other office duties during periods of heavy workflow
- Reviewed work orders and accurately input data into the company database
Education
Bachelor of Business Administration - Human Resources
Miami Dade College - Kendall Campus
Miami, FL12-2021
Associate of Arts - Business Administration
Miami Dade College
Miami, FL05-2020
Skills
- Customer Service (Experienced), Data Entry, Office Management, Bookkeeping, Event Organization, Patient Registration, Team Leadership, Time Management, Multi-tasking, Record Keeping
LANGUAGES
English, Spanish (Native).
Interests
I love graphic design Have completed multiple websites and logos for small businesses Enjoy painting and all type of art
Timeline
Customer Service Supervisor
Choice Digital
10.2025 - Current
Team Lead
UM Health Call Center
12.2018 - 11.2021
Patient Clinical Access
UM Health Call Center
12.2018 - 10.2021
Data Entry Specialist
Optimus MSO Medical Insurance Company
04.2018 - 10.2018
Manager and Front Desk Receptionist
Elite Arts Academy Dance Studio
09.2015 - 12.2018
Associate of Arts - Business Administration
Miami Dade College
Bachelor of Business Administration - Human Resources
Miami Dade College - Kendall Campus