Estherssy Tejeda
Keasbey,NJ
Summary
Polite and professional, successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Professional offering polished communication skills. Excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
8
8
years of professional experience
Work History
Bilingual Call Center Representative
Central Jersey Medical Center
11.2020 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Scheduled, cancelled and rescheduled patient appointments.
- Responded to patients/customer calls and emails to answer questions about services.
- Achieved high satisfaction rating through proactive one-call resolutions of patients issues.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Educated patients on company systems, form completion, and access to services.
- Boosted customer service satisfaction ratings through consistent quality control.
- Performed various clerical duties by filing and faxing documents and creating patients databases.
Office Manager
Servicios Alimenticios Deyalu
02.2015 - 02.2020
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coordinated special projects and managed schedules.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Controlled finances to lower costs and keep business operating within budget.
- Reported to senior management on organizational performance and progress toward goals.
- Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Developed detailed plans based on broad guidance and direction.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
Education
BBA - Business Administration
Universidad Catolica Santo Domingo
Santo Domindo, Dominican Republic12.2017
Skills
- Livechat Messaging
- HIPAA Guidelines
- Quality Control
- Customer Communication
- Verbal and Written Communication
- Corporate Standards
- Call Center Operations
- Investigations and Resolutions
- Answering Questions
- Operational Efficiency
- Data Gathering
- Understanding Customer Needs
- Collaborative Environments
- Quality Assurance Optimization
- Online Chat
- Information Updates
- Calm and Professional Under Pressure
- Microsoft Office
- Appointment Scheduling
- System Documentation
- Logging Call Information
- Call Control Skills
- Cultural Awareness
- OSHA Standards
- Customer Support
Timeline
Bilingual Call Center Representative
Central Jersey Medical Center
11.2020 - Current
Office Manager
Servicios Alimenticios Deyalu
02.2015 - 02.2020
BBA - Business Administration
Universidad Catolica Santo Domingo
Similar Profiles
Gina MalangaGina Malanga
Surgical Technologist at Surgery Center Of Central New JerseySurgical Technologist at Surgery Center Of Central New Jersey
Vanessa NunezVanessa Nunez
Registered Nurse at Jersey Shore University Medical CenterRegistered Nurse at Jersey Shore University Medical Center
Josephine LimpinJosephine Limpin
Registered Nurse at Jersey City Medical CenterRegistered Nurse at Jersey City Medical Center