Coraima Gonzalez
Lawrence,MA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Medical Secretary
Beth Israel Lahey Health
10.2024 - Current
- Prioritized calls through screening process and transferred calls and recorded messages for appropriate personnel.
- Managed front desk operations efficiently while greeting patients warmly and addressing their concerns professionally.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Maintained a clean and organized office environment to promote a positive atmosphere for both staff and patients.
- Kept information confidential and followed HIPAA guidelines to maintain patient trust.
- Registered new patients in electronic medical records prior to appointment scheduling.
Epic Proctor
Apex Systems
08.2024 - 11.2024
- Greeted and checked-in test takers upon arrival at the proctoring site.
- Assisted test takers with instructions for taking exams.
- Monitored test takers to ensure exam integrity.
- Ensured that all applicable rules were followed during testing sessions.
- Answered questions about testing policies and procedures from test takers.
- Communicated effectively with supervisor regarding any issues or concerns that arose during proctoring session.
- Troubleshot problems with computers used in diverse tests.
- Provided positive feedback with emphasis on learning from mistakes to establish solid foundation for progress.
- Built relationships with students and guardians through active communication and positive feedback.
- Provided technical assistance as needed for computer-based tests.
- Maintained accurate records of test results and attendance logs.
Customer Service Representative Team Lead
ASG (remote)
05.2023 - 07.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Assisted with customer requests and answered questions to improve satisfaction
- **Team Lead - Customer Representative**
- 1. Supervising, training, and mentoring customer service representatives to enhance their skills and performance.
- 2. **Performance Monitoring:** Tracking and evaluating team performance using key metrics and providing feedback to improve efficiency and customer satisfaction.
- 3. **Problem Resolution:** Handling escalated customer issues and ensuring timely and effective resolution.
- 4. **Process Improvement:** Identifying areas for process improvement and implementing strategies to enhance service delivery.
- 5. **Reporting:** Preparing regular reports on team performance and customer feedback for management review.
- This role required strong leadership, communication, problem-solving skills, and a deep understanding of customer service principles
Medical Secretary
A&G Globe
12.2022 - 04.2023
- Greeted patients upon arrival, collected medical history and verified insurance coverage.
- Prepared patient charts for physicians prior to appointments, including updating existing information.
- Transcribed doctor's orders into the electronic health record system.
Call Center Representative
Greater Lawrence Family Health Center
05.2020 - 12.2022
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Answered incoming customer calls regarding products and services, troubleshooting problems, and providing technical support.
Patient Safety Monitor
Lawrence general hospital
08.2018 - 08.2019
- Coordinated training sessions on topics such as infection control, medication management, fall prevention measures.
- Maintained an up-to-date knowledge base on new laws, regulations, industry trends, and technological advances pertaining to patient safety.
- Collaborated with medical staff on developing effective strategies for reducing preventable adverse events.
Education
Massage Therapy Lisence - Massage Therapy
The Elizabeth Grady School of Esthetics & Massage Therapy
Medford, MA10-2022
CNA
NDEC
Lawrence, MA04-2016
High School Diploma -
Lawrence High School
Lawrence, MA07.2015
Skills
- Customer Service
- Information Systems Management
- Time oriented
- Micro software
- Quality control
- Inbound and outbound calling
- Problem solving abilities
- Upbeat and positive personality
- Performance monitoring
- Schedule Management
- Disaster Recovery Planning
- Multitasking
- Workplace Safety
- Key Performance Indicators
- Coaching and Mentoring
- Employee engagement
- Production Monitoring
- Security Monitoring
- Test organization
- Staff Supervision
- Course Planning
- Strong Organization
- Test Administration
- Documentation
- Confidentiality
Timeline
Medical Secretary
Beth Israel Lahey Health
10.2024 - Current
Epic Proctor
Apex Systems
08.2024 - 11.2024
Customer Service Representative Team Lead
ASG (remote)
05.2023 - 07.2024
Medical Secretary
A&G Globe
12.2022 - 04.2023
Call Center Representative
Greater Lawrence Family Health Center
05.2020 - 12.2022
Patient Safety Monitor
Lawrence general hospital
08.2018 - 08.2019
Massage Therapy Lisence - Massage Therapy
The Elizabeth Grady School of Esthetics & Massage Therapy
CNA
NDEC
High School Diploma -
Lawrence High School
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