Giselle Frutos
Orlando,FL
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
11
11
years of professional experience
Work History
Customer Care Representative
Alight Solutions
10.2022 - Current
- Respond to customer needs through competent customer service and prompt problem-solving.
- Assist call-in customers with questions and issues.
- Address customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigate multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
Staff Coordinator
Team Select Services
08.2021 - 10.2022
- Fill staffing vacancies and developed schedules to guarantee sufficient shift coverage
- Collaborate with unit managers and directors on floor orientation scheduling, establishing and strategizing on departmental staffing needs
- Initiate and approved temporary staffing contracts and integrated personnel into schedules to fill coverage gaps
- Review and adjudicate requests for PTO, vacation, maternity leave and both paid and unpaid leaves of absences
- Communicate with Patient Care Giver, ensuring that medical information was kept private
- Utilize Cubhub to prepare, update and distribute scheduling information to nursing staff
- Manage filing systems for electronic and hard copy documents to keep organized records
- Set priorities and problem-solved workflow issues to maintain rapport with client and managers
- Receive and responded to client requests via emails, telephone calls and in-person interactions
- Coordinate individual duties after careful evaluation of each employee's skill level and knowledge
Home Health Aide
Bayada Home Care
03.2020 - 08.2021
- Provided mobility assistance such as walking and regular exercising.
- Offered patients and families emotional support and instruction in preparing healthy meals, independent living and adaptation to disability or illness.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Completed medical and program reports and maintained records following clinic standard operating procedures.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Completed entries in log books, journals and care plans to accurately document and report patient progress.
- Followed nutritional plans to prepare optimal meals.
- Developed rapport to create safe and trusting environment for care.
- Helped clients with managed home care, ensuring efficacy of care by monitoring health status.
- Assisted clients with living independently through skill-building and mentoring in areas such as housekeeping adaptations and preparation of healthy meals.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness
- Supervised daily activities and provided assistance to staff
- Provided direct personal care and administrative services to clients
Home Health Aide
Flourish In Place
10.2018 - 01.2021
- Provided mobility assistance such as walking and regular exercising.
- Offered patients and families emotional support and instruction in preparing healthy meals, independent living and adaptation to disability or illness.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Completed medical and program reports and maintained records following clinic standard operating procedures.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
- Helped clients with managed home care, ensuring efficacy of care by monitoring health status.
- Provided direct personal care and administrative services to clients.
- Assisted clients with living independently through skill-building and mentoring in areas such as housekeeping adaptations and preparation of healthy meals.
Receptionist
Alphabroder
05.2014 - 02.2016
- Managed multiple tasks and met time-sensitive deadlines.
- Answered central telephone system and directed calls accordingly.
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Resolved customer problems and complaints.
- Maintained confidentiality of information regarding clients and company.
- Responded to inquiries from callers seeking information.
- Kept reception area clean and neat to give visitors positive first impression.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments
- Provided callers with address, directions, company website and related information
Account Supervisor
Protocol Translation & International
08.2012 - 05.2014
- Helped to develop key client partnerships by seamlessly overseeing workflow, learning clients' business and delivering key presentations.
- Partnered with account team director to drive long-term account planning, growth and success.
- Examined details of every account project and requirement, communicating concerns regarding quality or logistical limitations of expected procedures.
- Engaged in daily communication with clients to establish and maintain positive working relationships.
- Negotiated more favorable rates and delivery times with vendors.
- Built strong relationships with clients by following up on previous purchases and suggesting new products.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Partnered with account team director to drive long-term account planning, growth and success
- Acted as team leader to implement integration of agency disciplines in scientific, media, art, copy, accounting, production and creative fields of application
- Facilitate change management activities for department and staff of 200 individuals
Education
Certification - Home Health Aide
IT of Central Florida
Orlando, FL10-2018
Medical Insurance Billing
Florida Technical College
Lakeland, FL05.2021
Skills
- Customer Relations
- Workload Planning
- Problem Resolution
- Calm and Professional Under Pressure
- Maintaining Database Information
- Client Development and Retention
- Information Updates
- Microsoft Office
- Verifying Coverage
- Effective Working Relationships
- Understanding Customer Needs
- Call Volume and Quality Metrics
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Care Representative
Alight Solutions
10.2022 - Current
Staff Coordinator
Team Select Services
08.2021 - 10.2022
Home Health Aide
Bayada Home Care
03.2020 - 08.2021
Home Health Aide
Flourish In Place
10.2018 - 01.2021
Receptionist
Alphabroder
05.2014 - 02.2016
Account Supervisor
Protocol Translation & International
08.2012 - 05.2014
Certification - Home Health Aide
IT of Central Florida
Medical Insurance Billing
Florida Technical College
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