Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Dilma Cortez

Houston

Summary

As customer service professional, adept in fostering positive customer experiences and driving sales growth. Known for excellent interpersonal skills and adaptability in dynamic environments. Team-oriented with strong focus on achieving collective goals and ensuring customer satisfaction.

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level customer service position. Ready to help team achieve company goals.

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Professional healthcare communicator with solid background in managing patient interactions and resolving medical inquiries. Known for collaborative approach and consistently achieving high satisfaction ratings. Adaptable and reliable, with strong skills in active listening and problem-solving.

Professional bilingual customer service specialist with deep expertise in managing customer inquiries and resolving issues efficiently. Strong focus on teamwork and delivering results, adapting seamlessly to changing needs. Skilled in communication, problem-solving, and maintaining high standards of customer satisfaction. Dependable and flexible, ensuring smooth operations and positive customer experiences.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Smart Start LLC
04.2023 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

Personal Health Care Provider

RESTORE HEALTH CARE
01.2016 - Current
  • Trained new personal healthcare providers on best practices and procedures, promoting consistent high-quality care across the team.
  • Managed detailed documentation of patient care activities, ensuring accurate records were maintained for future reference or audits.
  • Assisted patients with daily living activities, promoting independence and overall wellbeing.
  • Developed strong rapport with patients, fostering trust and open communication regarding their health concerns.
  • Closely monitored patient vitals and reported any abnormalities to appropriate medical professionals, facilitating early intervention in the event of a health concern.
  • Administered medications accurately according to physician instructions, reducing the risk of adverse reactions or complications.
  • Conducted thorough assessments of patient conditions, promptly reporting any changes or concerns to supervising medical professionals for further evaluation.
  • Maintained a safe and clean environment for patients through meticulous attention to hygiene and infection control protocols.
  • Enhanced patient recovery times by closely monitoring progress and adjusting care plans accordingly.
  • Streamlined meal planning and preparation based on dietary restrictions or preferences, contributing to improved nutritional intake for patients.
  • Maintained strict adherence to all HIPAA regulations regarding patient privacy, ensuring sensitive information was handled securely at all times.
  • Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.

Customer Service Representative

PFS GROUP
01.2020 - 08.2023
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Streamlined call handling processes for improved efficiency and reduced wait times.
  • Managed high call volumes, maintaining professionalism under pressure while providing accurate information.
  • Utilized various software tools to efficiently track customer interactions and maintain detailed records of each call.
  • Identified and resolved discrepancies and errors in customer accounts.

Education

Graduate Certificate - MEDICAL CODING AND BILLING

CHCP
4248 North Freeway HOUSTON TX
05-2018

Skills

  • HIPAA compliance
  • Insurance verification
  • Appointment scheduling
  • Medical terminology
  • Call center experience
  • Data entry proficiency
  • Follow-up skills
  • Policy adherence
  • Empathy
  • Customer service
  • Inbound phone calls
  • Call control
  • FLUENT IN SPANISH
  • Teamwork and collaboration
  • Microsoft office
  • Remote office availability
  • Issue and complaint resolution
  • Multi-line phone talent
  • Payment processing
  • Problem-solving skills
  • Meal preparation
  • Physical therapy support
  • Personal hygiene assistance
  • Vital signs monitoring
  • Compassionate care
  • Behavioral management
  • Fall prevention
  • Care plan management
  • Recording vital signs
  • Light housekeeping
  • Medication organization
  • Patient transportation
  • Ambulation assistance
  • Housekeeping
  • Home health aide

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Representative

Smart Start LLC
04.2023 - Current

Customer Service Representative

PFS GROUP
01.2020 - 08.2023

Personal Health Care Provider

RESTORE HEALTH CARE
01.2016 - Current

Graduate Certificate - MEDICAL CODING AND BILLING

CHCP