Felix Garcia Tirado
Irvington,NJ
Summary
Diligent COVID-19 Contact Tracer lends expert assessment and monitoring for patients and close contacts. Detail-oriented approach to assessing, tracking and managing complex health surveys and exposure data. Adept at maintaining and organizing daily interactions with affected persons, providing education and information regarding mandated policies and recommended measures. Expert navigation of complex contact-tracing software, systems and policy to safely streamline healing process.
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
4
4
years of professional experience
Work History
COVID-19 Response Frontline Case Investigator
Apex Systems
New York, NY
05.2020 - 04.2022
- Coordinated with public health and local facilities to support isolation and quarantine of individuals.
- Offered basic guidance regarding testing and medical consultation for those exposed to people with COVID-19.
- Collected and recorded information in electronic medical records.
- Contacted people exposed to individuals with COVID-19, assessed symptoms and referred for testing.
- Reached out to people newly diagnosed with COVID-19 to determine contact histories and potential exposures.
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
- Provided educational and informational resources regarding isolation policies and quarantine measures.
- Performed record keeping by logging client information within secure contact-tracing software.
- Taught appropriate parenting behaviors to individuals or families.
Customer Service Representative
Conduent Services
Staten Island, NY
02.2018 - 08.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided information regarding charge accounts and loyalty programs.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed over 80 calls per day and improved performance by offering work flow recommendations on operational processes.
Education
High School Diploma -
Cecilio Lebron Ramos
Patillas 03.2001
Skills
- Dependable and Responsible
- Cultural Awareness
- Flexible and Adaptable
- Self-Motivated
- Data Entry
- Excellent Communication
- MS Office
- Multitasking Abilities
- Analytical and Critical Thinking
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
COVID-19 Response Frontline Case Investigator
Apex Systems
05.2020 - 04.2022
Customer Service Representative
Conduent Services
02.2018 - 08.2020
High School Diploma -
Cecilio Lebron Ramos
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