Diana Viera
Tampa,FL
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Liberty Dental Plan
07.2014 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
- Led initiatives to streamline processes, reducing response times for customer requests.
- Provided bilingual support to diverse customer inquiries, enhancing overall satisfaction and engagement.
- Utilized CRM software to manage client interactions, ensuring accurate documentation and follow-up on inquiries.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Provided language translation services for customer service inquiries.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Met all call quality standards and daily quotas for first-call resolution.
- Documented customer service policies, scripts and procedures in English.
- Educated customers about billing, payment processing and support policies and procedures.
- Handled 45 calls ,faxes,emails,claims per day from customers
Dental Assistant
Suncoast Community Health Center
02.2012 - 05.2014
- Assisted in patient preparation and comfort during dental procedures.
- Managed sterilization of instruments to ensure compliance with health regulations.
- Educated patients on post-operative care and preventive dental practices.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
- Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists'' evaluations.
- Prepared and arranged instruments, medications, and required materials for dental procedures.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Sterilized rooms and prepped equipment and instruments for 13 procedures daily.
Certified Nursing Assistant
The Bridges Assisted Living Facility
02.2008 - 11.2011
- Assisted patients with daily living activities, ensuring comfort and safety.
- Monitored vital signs and reported changes to nursing staff promptly.
- Implemented infection control measures, contributing to a safer patient environment.
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
- Supported needs of 7+ residents under long-term care.
Education
Associate of Science - Dental Assistance
Remington College
Tampa, FL05-2011
Skills
- Active listening
- Patience
- Positive attitude
- Empathy
- Critical thinking
- Data entry
- Problem resolution
- Documentation
Timeline
Customer Service Representative
Liberty Dental Plan
07.2014 - Current
Dental Assistant
Suncoast Community Health Center
02.2012 - 05.2014
Certified Nursing Assistant
The Bridges Assisted Living Facility
02.2008 - 11.2011
Associate of Science - Dental Assistance
Remington College