Emely Nolasco Martinez
Bradenton,FL
Summary
Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.
Overview
7
7
years of professional experience
Work History
Call Center Supervisor
CenterPlace Health
Sarasota, FL
02.2024 - Current
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Directed and supervised a team of 8 employees in daily operations and maintained up-to-date records of staff availability, absences, holidays, vacations.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Developed a working knowledge of insurance plans, including Medicare and Medicaid regulations and requirements.
- Responded promptly to all customer inquiries regarding availability or schedule changes.
- Developed and maintained schedules for multiple departments and locations.
Patient Care Coordinator
NeighborMD
Bradenton, FL
02.2022 - 02.2023
- Managed scheduling, training and inventory control.
- Oversaw inventory management activities including ordering supplies as needed.
- Collaborated with team leaders on quality audits.
- Developed a working knowledge of insurance plans, including Medicare and Medicaid regulations and requirements.
- Performed administrative duties such as filing paperwork, answering phones, and scheduling appointments.
- Assisted physicians in performing various procedures related to patient care needs.
Medical Assistant
Cortez Foot and Ankle Specialist
Bradenton, FL
01.2021 - 10.2021
- Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
- Ensured that all instruments used during exams were cleaned properly after each use according to established protocols.
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Provided assistance to medical staff in performing minor surgical procedures.
- Operated and maintained x-ray equipment, including adjusting exposure time and setting up necessary equipment for x-ray examinations.
- Dispense and fit DME (braces/orthotics) and trained patients how to properly use recommended product.
Front Desk Receptionist/Gallery Host
Hyatt Place Sarasota/Lakewood Ranch
Lakewood Ranch, FL
03.2017 - 10.2021
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Tracked office supplies inventory levels, placed orders for replenishment as needed and monitored deliveries upon arrival.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Prepared conference rooms prior to meetings by arranging furniture layout, setting up audio-visual equipment and ensuring refreshments are available if required.
- Performed data entry into computer systems to maintain accurate records of customer information.
Education
Associate of Science - Medical Assistance
Herzing University
Dearborn, MI03-2020
High School Diploma -
Penn Foster High School
Scranton, PA04-2017
Skills
- Quality control optimization
- Information tracking
- Schedule Coordination
- Training Coordination
- Coaching and Mentoring
- Excellent Communication
- Problem-Solving
- Self Motivation
- Customer Service
- Microsoft Office expertise
Languages
English
Professional
Spanish
Native/ Bilingual
Timeline
Call Center Supervisor
CenterPlace Health
02.2024 - Current
Patient Care Coordinator
NeighborMD
02.2022 - 02.2023
Medical Assistant
Cortez Foot and Ankle Specialist
01.2021 - 10.2021
Front Desk Receptionist/Gallery Host
Hyatt Place Sarasota/Lakewood Ranch
03.2017 - 10.2021
Associate of Science - Medical Assistance
Herzing University
High School Diploma -
Penn Foster High School
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