Fabiola Coffy
Tallahassee
Summary
Bilingual Customer Service Representative experienced in delivering exceptional client support and addressing health concerns with sensitivity. Achieved high levels of customer satisfaction by demonstrating active listening, teamwork, and a commitment to patient needs. Focused on enhancing operational processes and fostering positive relationships to contribute to overall company success.
Overview
1
1
Certification
4
4
years of post-secondary education
8
8
years of professional experience
Work History
Customer Service Representative
Everise, Inc
12.2021 - 04.2023
- Work from home customer service representative
- Managed communication with customers through inbound and outbound calls.
- Assisted customers with inquiries and resolved issues efficiently.
- Resolved customer issues efficiently, contributing to high levels of satisfaction through knowledgeable and friendly service.
- Guided users in website navigation and troubleshooting to enhance user experience.
- Handled high-volume calls while ensuring professionalism and patience to maintain customer trust.
- Understand members' concerns and do my best to assist them.
- Collaborated with team members to improve service delivery and customer satisfaction.
- Documented customer interactions accurately in the database for future reference.
- Follow HIPAA guidelines
Front Desk Receptionist
University Orthopedics Care
09.2016 - 12.2018
- Greeted patients and visitors with a friendly and welcoming demeanor.
- Ensured organized and clean front desk area to create a welcoming environment for patients and visitors.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Managed appointment scheduling using electronic health record systems.
- Answered phone inquiries and directed calls to appropriate departments.
- Assisted patients with completing intake forms and verifying insurance information.
- Check in/check out
- Confirm patient appointment day before
- Take patient vital signs
- Document patient chart
- Scan patient documents in his/her chart
- Coordinated with medical staff to facilitate efficient patient flow and effective communication.
- Assisted in providing compassionate patient care in clinical settings.
- Assisted clients with inquiries and issues, enhancing overall customer satisfaction.
- Call center representative (inbound and outbound)
- Provided translation services for documents and conversations between parties.
- Speak to the patient legal representatives
- Did some enter data accurately into databases to maintain organized records.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
Certified Nursing Assistant (CNA)
Rehabilitation Center of the Palm Beaches
08.2015 - 01.2018
- Supported patients with activities of daily living in a healthcare setting.
- Provided patient care and ensured safety through regular monitoring and support
- Maintained patient confidentiality by adhering to HIPAA regulations during care.
- Supported patients by addressing their concerns and facilitating communication with healthcare providers.
- Recorded patient reports systematically to ensure accurate health documentation.
- Maintained clean and safe patient environments according to health standards.
- Documented patient information accurately in electronic health records system.
- Provided emotional support and companionship to enhance patient well-being.
- Answered call lights promptly and responded to patient needs accordingly.
- Assisted patients with activities of daily living such as bathing, grooming, and dressing.
- Assisted patients with shaving, bathing, and oral hygiene to promote healthy habits and overall wellness.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Assisted residents in preparing for activities and social programs.
Certified Nursing Assistant (CNA)/ Independent Contractor
Family Private Care Inc.
02.2015 - 11.2015
- Monitored patient vital signs to ensure health and safety during care
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Assisted patients with activities of daily living to enhance their quality of life
- Assisted patients with activities of daily living such as bathing, grooming, and dressing.
- Assisted patients with shaving, bathing, and oral hygiene to promote healthy habits and overall wellness.
- Assisted patients in walking to improve physical strength and mobility
- Helped residents walk with or without self-help devices.
- Supported mobility through safe transfer techniques and ambulation assistance.
- Maintained a clean and safe environment for patients and staff.
- Maintained a clean and safe environment for clients at home.
- Maintained safety protocols and protected patient information according to HIPAA guidelines
- Communicated effectively with patients, families, and healthcare professionals.
Education
Bachelor of Science - Healthcare Administration
Western Governors University
Salt Lake City, UT 04.2024 - 06.2026
Palm Beach Lakes High School
Palm Beach, FLSome College (No Degree) - Nursing
Palm Beach State College
Palm Beach Gardens, FL 08.2015 - 05.2017
Some College (No Degree) - Health Sciences
Florida Agricultural Mechanical University
Tallahassee, FLSkills
- Customer service
- Remote customer support
- Call center experience
- Customer engagement
- Patient care
- Health record management
- HIPAA compliance
- Appointment scheduling
- Vital sign assessment
- Customer satisfaction measurement
- Inbound and outbound calling
- Typing proficiency
- Documentation
- Microsoft PowerPoint
- Multitasking
- Multitasking and organization
- Team work
- Team collaboration
- Works well with others
- Effective communication
- Verbal and written communication
- Patient listening
- Listening skills
- Empathy in service
- Show sympathy and patience
- Courteous demeanor
- Exceptional patient care
- Staff training
- Patient focused
- Hospitality and accommodation
- Hospitality and accommodation
- Microsoft PowerPoint
Certification
- Leadership certificate
- Certified Nursing Assistant
- Vital signs
- CPR
- National CPR Foundation
Timeline
Bachelor of Science - Healthcare Administration
Western Governors University
04.2024 - 06.2026
Customer Service Representative
Everise, Inc
12.2021 - 04.2023
Front Desk Receptionist
University Orthopedics Care
09.2016 - 12.2018
Some College (No Degree) - Nursing
Palm Beach State College
08.2015 - 05.2017
Certified Nursing Assistant (CNA)
Rehabilitation Center of the Palm Beaches
08.2015 - 01.2018
Certified Nursing Assistant (CNA)/ Independent Contractor
Family Private Care Inc.
02.2015 - 11.2015
Palm Beach Lakes High School
Some College (No Degree) - Health Sciences
Florida Agricultural Mechanical University