Felisha Pena
El Paso,TX
Summary
Bilingual Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Experienced On-Site/Remote setting.
Overview
3
3
years of professional experience
Work History
Patient Care Coordinator
TLC Associates
El Paso, TX
07.2023 - Current
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients, providers, and insurance companies for a seamless healthcare experience.
- Provided excellent customer service to all patients, addressing concerns and answering questions promptly and professionally.
- Reduced wait times by effectively coordinating with medical staff on patient schedules and room availability.
Customer Service Representative
BloomNet®
El Paso , TX
01.2023 - 04.2023
- Handled flower shop owners inquiries and complaints with professionalism to restore satisfaction.
- Resolved owners service issues using company processes and policies and provided updates to customers.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Greeted owners and listened closely to problems described to determine solutions.
- Enhanced customer experiences by providing timely and accurate information on products and services.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
Customer Service Representative
Alorica
El Paso , TX
06.2022 - 12.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Sales Support Representative
Spectrum
El Paso, TX
11.2021 - 06.2022
- Assisted customers with internet ,home phone ,cable and cell phone services with spectrum
- Handled debit/credit payments over the phone
- Adhered to a call flow and script to maximize sales performance ,daily and monthly goals .
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
Education
High School Diploma -
Burges High School
El Paso, TX06-2012
Skills
- Articulate Communication
- Appointment Scheduling
- Patient Relations
- HIPAA Compliance
- Payment Collection
- Patient Care Coordination
- Meeting Preparation
- Customer Service
- Spanish translation
Languages
Spanish
Native/ Bilingual
Timeline
Patient Care Coordinator
TLC Associates
07.2023 - Current
Customer Service Representative
BloomNet®
01.2023 - 04.2023
Customer Service Representative
Alorica
06.2022 - 12.2022
Customer Sales Support Representative
Spectrum
11.2021 - 06.2022
High School Diploma -
Burges High School
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