Erica Cruz Luviano
Durham,NC
Summary
Detail-oriented and highly organized administrative professional with 6+ years of experience in healthcare and customer-facing roles. Proven ability to manage scheduling, coordinate communications, and support daily operations in fast-paced environments. Trusted by leadership to step in during absences, train new hires and recognized by peers for problem-solving and reliability.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Administrative Experience (Prior to CNA Certification)
Chapel Hill OBGYN
Chapel Hill
08.2019 - Current
- Coordinated scheduling and managed calendars for a busy medical practice with up to 8 physicians/medical providers
- Communicated effectively with patients to gather and verify critical information
- Implemented improved record management systems, increasing efficiency and reducing errors
- Responded to inquiries promptly while delivering high-quality customer service
Certified Nursing Assistant / Administrative Assistant
Chapel Hill OB/GYN
Chapel Hill, NC
08.2019 - Current
- Manage patient scheduling and coordinate high-volume appointments, ensuring efficient daily operations
- Serve as a primary point of contact for patients, handling inquiries and resolving issues professionally
- Maintain accurate and confidential records, improving documentation efficiency and reducing errors
- Coordinate referrals and communicate with specialists to ensure seamless continuity of care
- Streamline administrative workflows and organize records to improve office efficiency
- Act as a point of contact in manager’s absence, ensuring continuity of operations and team support
- Recognized by coworkers as a go-to resource for problem-solving and workflow support
- Monitor vital signs and report changes to medical staff with strong attention to detail
- Balance clinical support and administrative responsibilities in a fast-paced environment
- Ensure compliance with healthcare standards and maintain a clean, organized workspace
Customer Service Representative
Prestige Green Cleaners
Durham, NC
08.2014 - 08.2019
- Delivered exceptional customer service by resolving inquiries and ensuring a positive client experience
- Maintained detailed records of customer interactions using CRM systems for tracking and follow-up
- Built strong customer relationships through active listening, empathy, and personalized service
- Utilized product knowledge to provide accurate information and recommend appropriate services
- Handled high-volume customer interactions while maintaining professionalism and efficiency
Education
Spanish Interpreting Diploma -
Durham Technical Community College
Durham, NC06.2020
Associate of Arts -
Durham Technical Community College
12.2019
Skills
- Calendar & Schedule Management
- Executive Support & Coordination
- CRM Systems & Data Entry
- Customer Service & Client Relations
- Communication (Written & Verbal)
- Microsoft Office (Word, Excel, Outlook)
- Time Management & Multitasking
- Confidentiality & HIPAA Compliance
- Problem Solving & Organization
- Team Support & Leadership
Certification
- CNA - Certified Nurse Assistant
Languages
Spanish
Native or Bilingual
Timeline
Administrative Experience (Prior to CNA Certification)
Chapel Hill OBGYN
08.2019 - Current
Certified Nursing Assistant / Administrative Assistant
Chapel Hill OB/GYN
08.2019 - Current
Customer Service Representative
Prestige Green Cleaners
08.2014 - 08.2019
Spanish Interpreting Diploma -
Durham Technical Community College
Associate of Arts -
Durham Technical Community College