Daniella Melo Gil
Tampa
Summary
Motivated Bilingual Customer Service Representative with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
4
4
years of professional experience
Work History
Client SVCS Blended
Bank of America
09.2024 - Current
- Assisted customers with credit card inquiries and account management.
- Resolved billing disputes and transaction issues for clients.
- Utilized computer system technology to answer inquiries quickly and accurately using automated response scripts when necessary.
- Performed research on complex customer requests utilizing available resources such as online databases or internal systems.
- Maintained up-to-date knowledge of applicable rules, regulations, policies and procedures related to credit cards.
- Processed payments, balance transfers, account updates and other transactions accurately and efficiently.
- Managed incoming calls from customers seeking assistance with their credit cards and provided solutions accordingly.
- Resolved customer complaints by identifying issues and providing effective solutions.
- Engaged with customers to gather insights for enhancing service offerings.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Patient Scheduler
Suncoast Skin Solutions
04.2024 - 09.2024
- Scheduled patient appointments efficiently using electronic health record systems.
- Processed payments and updated accounts to reflect accurate balance changes.
- Worked with operating facilities to schedule procedures on behalf of surgeons.
- Verified receipt of all required documents, ensuring completion and accuracy.
- Responded to incoming calls, scheduling and rescheduling appointments as requested.
- Provided assistance with completing paperwork for new patients prior to their appointment.
- Managed physician calendars by scheduling appointments at appropriate times.
- Ensured compliance with HIPAA regulations when handling sensitive information.
Patient Connection Specialist (Temporary)
Easy Health
08.2023 - 04.2024
- Facilitated training sessions for staff on new health policies and procedures.
- Analyzed patient feedback to identify service improvement areas.
- Coordinated interdepartmental communication to streamline patient care initiatives.
- Participated in ongoing training and compliance activities to ensure adherence.
- Created training materials for new hires regarding company procedures and policies.
- Maintained positive relationships with staff and management to foster collaboration.
Communications Specialist
Gulf Coast Medical Center
03.2022 - 08.2023
- Created communication materials for patient education and engagement initiatives.
- Handled customer inquiries via phone and email with efficiency.
- Resolved complaints by diagnosing issues and implementing solutions.
- Documented customer interactions accurately in CRM system.
- Assisted customers with product information and available service options.
- Followed up on customer feedback to boost satisfaction levels.
Education
Bachelor of Arts - Management And Organizational Leadership
St Petersburg College
Clearwater, FL08.2026
Associate of Arts - Business Administration
St Petersburg College
Clearwater, FL03-2025
High School Diploma - undefined
Countryside High School
Clearwater, FL06.2021
Skills
- Account Management
- Customer and Client Focus
- Oral Communications
- Research
- Analytical Thinking
- Recording/Organizing Information
- Result Orientation
- Fluent in Spanish and English
- Proficient in MS Office, MS Excel and PowerPoint
- Attention to Detail
- Collaboration
- Problem Solving
- Prioritization
- Meticulous and Organized
- Relationship Building
- Training and Development
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Client SVCS Blended
Bank of America
09.2024 - Current
Patient Scheduler
Suncoast Skin Solutions
04.2024 - 09.2024
Patient Connection Specialist (Temporary)
Easy Health
08.2023 - 04.2024
Communications Specialist
Gulf Coast Medical Center
03.2022 - 08.2023
High School Diploma - undefined
Countryside High School
Bachelor of Arts - Management And Organizational Leadership
St Petersburg College
Associate of Arts - Business Administration
St Petersburg College
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