Summary
Overview
Work History
Education
Skills
Timeline
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Dulce Jacobo

Lincoln ,CA

Summary

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication, enthusiasm and a positive attitude and willingness to take on added responsibilities to meet team goals with management skills problem-solving, and collaboration.

Overview

9
9
years of professional experience

Work History

Lead of Customer Engagement Center

Renown
05.2023 - Current
  • I became the Lead of Customer Engagement Center, and my responsibilities are escalations, calling patients to schedule/reschedule when needed, mentoring our agents, completing report/excel, directing meetings, emails and currently doing agent’s 1;1s.
  • Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
  • Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
  • Conducted regular team meetings to share best practices, discuss challenges, and foster a collaborative work environment.
  • Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
  • Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.

Imaging Scheduler

Renown
02.2022 - 05.2023
  • I started as a Imaging Scheduler at renown taking IB calls and ensured to scheduled patients correctly and give them a professional Customer Service for a year and 3 months.
  • Coordinated insurance authorizations, streamlining the billing process and reducing payment delays for patients and providers.
  • Provided excellent customer service, addressing patient concerns and answering questions regarding imaging procedures.
  • Handled high call volume in a fast-paced environment, prioritizing tasks effectively to meet tight deadlines.

Packer and Picker Employee

Henry Schein
12.2018 - 02.2022
  • I was a packer and picker employee at Henry Schein for about4 years
  • My duties were to received truck drivers and make sure we had the all the paperwork we needed to release the company product to them
  • I also handled the everyday tickets and orders for customers

Cashier Assistant

Fallas Paredes Discount Stores
06.2016 - 12.2018
  • Processed returns and exchanges according to store policies.
  • Met customer needs through polite, friendly and attentive service.
  • Handled cash drawer responsibly, accurately counting change and ensuring daily balances were correct.
  • Demonstrated flexibility by working various shifts including weekends, holidays or evenings when required.
  • Addressed and resolved complaints quickly to maintain customer satisfaction.
  • Utilized strong communication skills in both one-on-one interactions with customers and in group settings with coworkers.

Education

High School Diploma - undefined

Skills

  • Conflict resolution
  • Leadership
  • Customer Service
  • Teamwork
  • Exceptional communication
  • Speak English and Spanish

Timeline

Lead of Customer Engagement Center

Renown
05.2023 - Current

Imaging Scheduler

Renown
02.2022 - 05.2023

Packer and Picker Employee

Henry Schein
12.2018 - 02.2022

Cashier Assistant

Fallas Paredes Discount Stores
06.2016 - 12.2018

High School Diploma - undefined

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Dulce Jacobo