Diana Saenz
Scranton,PA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Navient Solutions
09.2022 - Current
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Collaborated with team members to improve overall call center efficiency and performance, resulting in reduced wait times and increased productivity.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Demonstrated cultural sensitivity when interacting with international customers, adjusting communication style as necessary for optimal understanding.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
Bilingual Interpreter Coordinator
Pennlang
11.2019 - 07.2022
- Enhanced communication by providing accurate and timely interpretations for clients in various industries.
- Supported culturally diverse populations by interpreting both verbal and written materials, bridging language gaps.
- Streamlined business operations with precise translations of documents, correspondence, and presentations.
- Safeguarded confidentiality by adhering to strict professional ethics and privacy guidelines during interpretation sessions.
- Optimized workflow efficiency by developing a reliable system for organizing and prioritizing translation requests from multiple departments or clients simultaneously.
- Utilized active listening skills and cultural sensitivity to convey accurate interpretations.
- Interpreted remotely through video conferencing or phone to facilitate communication between parties unable to meet in person.
- Interpreted conversations between foreign language-speaking clients and others.
- Assisted foreign language-speaking clients with inquiries.
- Assisted in recruitment efforts, coordinating interviews and managing onboarding activities for new hires effectively.
- Negotiated contracts successfully with vendors securing favorable terms while upholding high-quality standards.
- Completed monthly payroll for 5 contracted employees.
- Scheduled interpreters for on-site and video assignments.
Registrar /Phlebotomist
Moses Taylor Hospital
10.2014 - 10.2016
- Streamlined registration processes by implementing efficient online systems and reducing wait times.
- Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Assisted in streamlining the specimen processing workflow for increased efficiency and reduced wait times for patients.
- Collaborated with medical professionals to ensure accurate test orders and appropriate sample collection methods were used.
- Reduced contamination risks by strictly adhering to infection control protocols and maintaining a clean work environment.
- Supported quality assurance efforts by diligently documenting all relevant information during the collection process, ensuring accurate test results for patients and providers alike.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Centrifuged blood samples as outlined in clinical protocols.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Addressed questions and concerns to educate patients on collection process and procedures.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Packaged and shipped specimens to central lab daily.
- Reviewed patient records for accuracy and completeness.
- Organized daily work based on collection priority.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Verified patients' identification for proper sample collection.
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
Education
No Degree - General Studies
Ridgewater College
Willmar, MNNo Degree - Phlebotomy
Geisinger Phlebotomy School
Danville, PA04.2012
Skills
- Appointment Scheduling
- Clerical Support
- Critical Thinking
- Microsoft Office Suite
- Proofreading
- Recordkeeping Strengths
- Customer Service
- Multi-Line Phone Talent
- Prioritization
- Customer Relations
- Administrative Support
- Medical Terminology Knowledge
- Filing
- Product Knowledge
- Data Collection
- Data Entry
- Scheduling Interpreting Assigments
- Paperwork Processing
- Call Center Operations
Certification
PBT-ASCP - 2024
Languages
Spanish
Native or Bilingual
References
References available upon request.
Timeline
Customer Service Representative
Navient Solutions
09.2022 - Current
Bilingual Interpreter Coordinator
Pennlang
11.2019 - 07.2022
Registrar /Phlebotomist
Moses Taylor Hospital
10.2014 - 10.2016
No Degree - General Studies
Ridgewater College
No Degree - Phlebotomy
Geisinger Phlebotomy School