Emily Cabrera
Tolleson,AZ
Summary
Hardworking Customer Service Representative with years of experience working with customer service and banking needs. Trained in project and time management with extensive knowledge of case management and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Skilled Care Provider assisting elderly, convalescents, or persons with disabilities with daily living activities in-home or within care facility. Keep house by making beds, doing laundry, washing dishes and preparing meals. Advise families and healthcare team regarding health concerns, nutrition, cleanliness and household activities. Knowledgeable Medical Scribe successful at operating in fast-paced, high-volume environments. Responsible and energetic team player with a flexible and resourceful approach.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Call Center Representative
EMCOR Facilities Services
09.2022 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Call Center Representative
Bank Of America
07.2019 - Current
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Call Center Representative
Convergys
04.2016 - 04.2018
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Caregiver
AZ Elderly Care
01.2015 - 03.2015
- Kept close eye on client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
- Provided safe mobility support to help patients move around personal and public spaces.
- Increased level of independence by providing daily undertakings that promote self-management by assisting consumers in their daily personal tasks including bathing and dressing.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
Education
Bachelor of Science - Nursing
Aspen University
Phoenix, AZAssociate of Arts - Nursing
Maricopa Community Colleges - South Mountain Community College
Phoenix, AZ4 2016
Skills
- Customer support
- Documentation and reporting
- Performance improvement
- Complaint resolution
- Patient care
- Case management
- Patient Assessments
- Medical Records Management
- Care plan assessment
- Patient chart auditing ability
- Patient history understanding
- Verbal and written communication skills
- Data Entry
- Quality Assurance
- Complaint Resolution
- Customer Relationship Management
Certification
- NIH Stroke Scale (NIHSS), American Academy of CME, INC.
- CPR certification. American Heart Association Training - 2 years
Timeline
Call Center Representative
EMCOR Facilities Services
09.2022 - Current
Call Center Representative
Bank Of America
07.2019 - Current
Call Center Representative
Convergys
04.2016 - 04.2018
Caregiver
AZ Elderly Care
01.2015 - 03.2015
Bachelor of Science - Nursing
Aspen University
Associate of Arts - Nursing
Maricopa Community Colleges - South Mountain Community College
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