ESTEPHANY INFANTE
Hazleton,PA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
Work History
Customer Support Specialist
Firstsource Solutions
04.2023 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Assist customer in Medicaid applications via phone and video call
Customer Care Representative
Alight Solutions
01.2022 - 03.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Logged call information and solutions provided into internal database.
Medical Assistant/EKG/Phlebotomy
NY Med Medical Center
01.2015 - 01.2018
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Performed medical records management, including filing, organizing and scanning documents.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Performed EKGs and other diagnostic tests, contributing to accurate and timely diagnoses.
- Prepared lab specimens for diagnostic evaluation.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
Consultant/ Customer Service
Supermarket Coupons Consultant Corp.
01.2007 - 01.2013
- Managed all mails and messages coming to the facility, sorted and distributed them accordingly.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Enhanced communication among team members to foster collaborative and supportive work environment.
- Developed and maintained strong client relationships, ensuring high levels of satisfaction and repeat business.
- Observed packing operations to verify conformance to specifications.
Education
Associate of Applied Science - Medical Assisting
Plaza College
Forest Hills, NY08.2011
Skills
- Microsoft Office
- EMRs
- People soft
- Genesys Cloud
- CSpro
- Knowledge of EKG's
- Phlebotomy
- Anatomy and Physiology
- Call center experience
- Customer Relationship Management (CRM)
- CRM Software
- Ticket management
Bilinguals
- English
- Spanish
Locations
Hazleton, PA
Unite States
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Customer Support Specialist
Firstsource Solutions
04.2023 - Current
Customer Care Representative
Alight Solutions
01.2022 - 03.2023
Medical Assistant/EKG/Phlebotomy
NY Med Medical Center
01.2015 - 01.2018
Consultant/ Customer Service
Supermarket Coupons Consultant Corp.
01.2007 - 01.2013
Associate of Applied Science - Medical Assisting
Plaza College
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