Diana Juarez
Orlando,FL
Summary
Polite and professional customer service representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
7
7
years of professional experience
Work History
Dental Front Office Receptionist/Dental Assistant
Designer Smiles, FL,
01.2023 - 01.2024
- Provided exceptional customer service through a warm and welcoming demeanor, promptly addressing patient inquiries and concerns.
- Enhanced patient satisfaction by efficiently managing appointment scheduling and confirming appointments in a timely manner.
- Insurance Verification for all dental companies (HMO & PPO plans) verified patient insurance coverage and ensured accuracy of billing information.
- Tracking insurance claims, processing payments, and resolving billing issues.
- Keeping track of orthodontic patients monthly payments.
- Presented and discussed treatment plans with patients and scheduled appointments accordingly. Provided third party financing options such as CareCredit, Lending Club.
- Proficiently managed patient records and other confidential data in accordance with HIPPA regulations.
- Facilitated seamless transitions between appointments by promptly preparing exam rooms for the next incoming patient.
- Enhanced patient comfort by providing gentle and thorough dental cleanings.
- Assisted dentists with a variety of procedures, such as osseous surgery, extractions,root canals,implants, routine cleanings.
- Maintained a clean and sterile work environment by sterilizing instruments, setting up instrument trays, and preparing materials.
- Educated patients on proper oral hygiene techniques, promoting long-term dental health.
Call Center Agent
Results-CX
09.2021 - 12.2022
- Accurately responding an average of 50+ calls per day inbound/outbound processing customers inquiries, solving problems and providing new information
- Working knowledge of Protected Health Information (PHI), HIPPA policy
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Providing information on the status of applications and providing members with reasoning if application is denied or approved.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
Maitre D/Food Runner
Fine & Rare
07.2017 - 03.2020
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Checked buffet regularly to handle restocking and cleaning needs..
- Worked with BOH and FOH team to make sure all plates are prepared and plated correctly
- Followed all safety and sanitation policies when handling food and beverages to uphold proper health standard.
- Trained and mentored newly hired employees to explain process flow and safety procedures.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
Education
High School Diploma -
Voyages Preparatory High School
Queens, NY2014
Skills
- Interpretation and Translation Services
- Order and Refund Processing
- Customer Communication
- Needs Assessment
- Call Center Operations
- Call Documentation
- Courteous with Strong Service Mindset
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Upbeat and Positive Personality
Languages
Spanish
Native or Bilingual
Timeline
Dental Front Office Receptionist/Dental Assistant
Designer Smiles, FL,
01.2023 - 01.2024
Call Center Agent
Results-CX
09.2021 - 12.2022
Maitre D/Food Runner
Fine & Rare
07.2017 - 03.2020
High School Diploma -
Voyages Preparatory High School
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