Giselle Santiago
Paterson,NJ
Summary
Dynamic leader with extensive experience in call center management, adept at enhancing customer satisfaction and streamlining operations. Skilled in leveraging EPIC systems and bilingual capabilities to improve service quality. Proven track record in team development, achieving performance metrics, and implementing effective problem-solving strategies. Strong interpersonal and organizational skills with a commitment to efficiency and excellence.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Call Center Manager
Planned Parenthood of Metropolitan New Jersey
12.2023 - 01.2025
- Directed daily operations of a high-volume call center, ensuring adherence to performance metrics, service level agreements, and customer satisfaction goals.
- Led daily team meetings to review performance, set targets and motivate staff.
- Managed scheduling, staffing, and resource allocation to maintain coverage during peak hours
- Collaborated with leadership to streamline processes, adopt new technology, and support company initiatives
- Supervised and developed a team of 4 representatives, providing training, coaching, and performance evaluations to enhance individual and team success.
Call Center Representative
Planned Parenthood of Metropolitan of New Jersey
07.2022 - 12.2023
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every patient.
- Navigated through computer systems to review information regarding insurance verification.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Resolved patients inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Pharmacy Technician
Passaic Community Pharmacy
10.2012 - 11.2020
- Inspected medication storage locations to monitor drug expiration dates and supply adequate inventory
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
- Maintained strict patient confidentiality to adhere to HIPAA regulations and avoid data compromises.
- Efficiently processed cash register transactions for new and refilled prescription orders.
Education
High School Diploma -
Passaic County Technical Institute
Wayne, NJ06-2006
Skills
- Superior analytical organizational, troubleshooting communication, and creative skills
- Ability to multitask under aggressive deadlines
- Bilingual in English and Spanish
- Microsoft Office Word, Excel, and Outlook
- Problem-solving skills
- Customer Service
- HIPAA compliance
- Teamwork and leadership skills
- Interpersonal skills
- Epic Super User
Certification
- Management & Leadership, Skill Path (April, 2024)
- CPR/AED Certification, American Health Assoc. (December, 2023)
- Certified Medical Assistant, Berdan Institute (October, 2007)
Timeline
Call Center Manager
Planned Parenthood of Metropolitan New Jersey
12.2023 - 01.2025
Call Center Representative
Planned Parenthood of Metropolitan of New Jersey
07.2022 - 12.2023
Pharmacy Technician
Passaic Community Pharmacy
10.2012 - 11.2020
High School Diploma -
Passaic County Technical Institute
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