Fabiola Hernandez
Kannapolis,NC
Summary
Versatile and results-driven professional with experience at Ttec (TeleTech) - HealthCare Solutions, adept in conflict resolution and customer loyalty enhancement. Excelled in data entry and care plan management, demonstrating critical thinking and empathy. Proven track record of improving service delivery through meticulous attention to detail and robust problem-solving skills.
Overview
15
15
years of professional experience
Work History
Customer Service Representative (Remote)
Ttec (TeleTech) - HealthCare Solutions
09.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Patient Care Technician
Quest Diagnostics
08.2018 - 09.2021
- Collect specimens according to established procedures. This includes, but not limited to: drug screens, biometric screening and insurance exams.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
Home Health Aide
Home Care Agency
01.2015 - 07.2018
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Collaborated with healthcare professionals to develop individualized care plans, addressing specific needs and goals of each patient.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
Quality Assurance Specialist
Unifi
01.2010 - 01.2015
- Reported problems and concerns to management.
- Performed tests and inspections to conform to established standards.
- Reviewed production processes and identified potential quality issues.
- Self-motivated, with a strong sense of personal responsibility.
Education
Patient Care Technician
Phlebotomy Career Training
Ann Arbor, MI08-2015
High School Diploma -
West Rowan High School
Mt. Ulla, NC06-2010
Skills
- Data entry
- Call center experience
- Microsoft Excel
- Vital signs monitoring
- Specimen collection
- Care plan management
- Behavioral management
- Medical charting
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative (Remote)
Ttec (TeleTech) - HealthCare Solutions
09.2021 - Current
Patient Care Technician
Quest Diagnostics
08.2018 - 09.2021
Home Health Aide
Home Care Agency
01.2015 - 07.2018
Quality Assurance Specialist
Unifi
01.2010 - 01.2015
Patient Care Technician
Phlebotomy Career Training
High School Diploma -
West Rowan High School
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