Haydeliz Vasquez
Summary
Encouraging team leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. A Communicative and responsible team leader building productive and positive relationships with employees and members to improve retention and loyalty. Consistently promoting company values and culture through all interactions.
Overview
5
5
years of professional experience
Work History
Customer Service Representative Lead
UnitedHealthcare
10.2021 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined workflow processes to increase efficiency and reduce response times.
- Responded proactively and positively to rapid change.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and performance by monitoring team member productivity, providing feedback, and promoting operational best practices.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and backed up other customer service supervisors.
- Investigated and resolved customer inquiries and complaints quickly.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Created reporting systems to track customer service performance and improve insight.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coordinated closely with other department leads to address interdepartmental issues affecting customer experience outcomes efficiently.
- Led weekly meetings to review progress towards goals, share updates, and address any concerns or challenges faced by the team.
- Increased first-call resolution rates through targeted coaching sessions focused on active listening skills for team members.
- Managed escalated calls effectively, minimizing negative impact on client relations while maintaining composure under pressure.
- Offered personalized solutions for customers by thoroughly understanding their needs and preferences.
- Assisted with the implementation of new CRM software, streamlining communication between departments.
- Conducted regular performance evaluations for continuous improvement of team members'' skills and abilities.
- Consistently met or exceeded performance metrics, leading to increased team success and recognition.
Receptionist
Emery Medical Solutions
03.2020 - 10.2021
- Checked patient insurance, demographic, and health history to keep information current.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed multi-line phone system and pleasantly greeted patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Managed master calendar and scheduled appointments for radiology technicians based on optimal patient loads and clinician availability.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
- Managed end of day office bookkeeping with insurance billing and patient payments.
- Coordinated radiological referrals for patients requiring additional care and made appropriate outreach as needed to adjust existing radiology referral request submitted by a physician.
Phlebotomist/Receptionist
Biolife Plasma Services
08.2019 - 02.2020
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Used personal protective equipment correctly to protect coworkers and patients.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Addressed questions and concerns to educate patients on collection process and procedures.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Reviewed patient records for accuracy and completeness.
- Monitored patients for reactions and verified sample quality.
- Conducted venipuncture and other CT procedures.
- Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Participated in cross-training initiatives, bolstering the overall skill set of the team and promoting a collaborative work environment.
- Verified patients' identification for proper sample collection.
- Collected blood samples in accordance with laboratory protocols and regulations.
- Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
- Assisted in training and onboarding new phlebotomists.
- Participated in quality assurance and competency assessment initiatives.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
Customer Service Representative
Walmart
09.2018 - 09.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Experience with financial and customer service tasks such as: moneygram, returns, exchanges, cashing paychecks, creating cashiers checks,etc.
- Unloaded, sorted and stocked merchandise according to store layout and product placement.
- Maintained effective team member communication.
- Maintained a clean and organized station by conducting regular inspections and addressing spills or debris promptly.
- Ensured accurate fuel dispensing by monitoring pumps, gauges, and meters during operation.
- Assisted with inventory management by tracking stock levels of fuel, oil, snacks, beverages, and other items for sale at the station.
- Streamlined payment processes through the use of cash registers, card readers, and mobile payment systems for fast transactions.
- Prevented theft or fraud incidents through vigilance in monitoring customer activity around the premises.
- Checked customer identification for alcohol, cigarette, and lottery sales.
Education
Associate of Arts - Health Services Administration
Seminole State College of Florida
Sanford, FL12.2024
Certification - Phlebotomy
Florida Health Care Academy
Orlando, FL01.2020
High School Diploma -
Lake Brantley High School
Altamonte Springs, FL05.2019
Skills
- Problem Solving
- Quality Assurance
- Training and Development
- Performance Monitoring
- Multitasking
- Team Leadership
- Effective Communication
- Issue Resolution
- Technical Support
- Product Knowledge
- Interpersonal Skills
- Organizational skills
Accomplishments
- Since joining as MAOM NJ MARKET team lead, we have been in the top two every month for Balance Performer metric goals since its inception.
- Supervised team of twenty-two advocates
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Languages
Spanish
Professional Working
Timeline
Customer Service Representative Lead
UnitedHealthcare
10.2021 - Current
Receptionist
Emery Medical Solutions
03.2020 - 10.2021
Phlebotomist/Receptionist
Biolife Plasma Services
08.2019 - 02.2020
Customer Service Representative
Walmart
09.2018 - 09.2019
Associate of Arts - Health Services Administration
Seminole State College of Florida
Certification - Phlebotomy
Florida Health Care Academy
High School Diploma -
Lake Brantley High School
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