Hillary Sandoval
Charlotte,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE
Black Cloud Tattoo and Piercing
Charlotte, NC
04.2017 - 05.2020
- Monitored team capacity
- Exhibited high energy and professionalism when dealing with clients and staff
- Completed weekly and daily invoicing and billing for customer service team
- Created and communicated schedule change notices to personnel
- Submitted requests and changes into scheduling system and created accurate customer service schedules
- Rotated merchandise and displays to feature new products and promotions
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Directed training and retraining of employees to boost performance and enhance business results
Pharmacy Technician
Stanley Specialty Pharmacy
Charlotte, NC
11.2024 - 01.2026
- Coordinated patient medication therapies to optimize health outcomes and ensure adherence.
- Developed and maintained relationships with healthcare providers to enhance patient care services.
- Managed scheduling for patient consultations, maximizing efficiency of pharmacy operations.
- Streamlined patient intake processes, improving accuracy of information collection and documentation.
- Educated patients on medication usage, side effects, and interactions to promote informed decision-making.
- Implemented quality assurance measures to enhance service delivery and patient satisfaction rates.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Monitored inventory levels of medical supplies and equipment, placing orders when necessary to prevent shortages or delays in patient care provision.
- Managed medication dispensing processes, ensuring compliance with safety protocols and regulatory standards.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
Mental Health Case Manager
Alternative Living Solutions of NC
Charlotte, NC
01.2021 - 01.2022
- Verified successful coordination of counseling efforts with mental health professionals, doctors, social workers and other stakeholders
- Recorded patient progress and treatment recommendations in management system to be shared with medical providers, psychiatric consultant and other treating providers
- Displayed sensitivity to cultural and linguistic needs of clients and families served
- Weekly Wellness Checks
- Setting Initial Appointments for therapist
- Conducted assessments to determine individual needs and developed personalized care plan to address stated objectives
- Offered and documented treatment consent forms in patient health records
- Educated patients about common mental health and substance abuse disorders to facilitate understanding of treatment options
- Recorded patient progress and treatment recommendations in Sharenote management system to be shared with medical providers, psychiatric consultant and other treating providers
- Observed and monitored client behavior and responses to treatment
- Provided comprehensive case management services, created treatment plans and connected clients and families to appropriate resources
- Assured timely verification of insurance benefits prior to patient procedures or appointments
- Made contact with insurance carriers to discuss policies and individual patient benefits
- Verified client information by analyzing existing evidence on file
- Answered telephone calls to offer office information, answer questions and direct calls to staff
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls
- Obtained payments from patients and scanned identification and insurance cards
- Accurately completed insurance and Medicaid billing and OASIS documentation for patient visits
- Managed over 50 patients while monitoring and evaluating care plans
Seasonal Remote Customer Service Representative
Williams Sonoma Inc
04.2022 - 10.2022
- Maintain High Stella ratings/reviews based on customer Service
- Recommended products to customers, thoroughly explaining details
- Offered advice and assistance to customers, paying attention to special needs or wants
- 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
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Cultivated customer loyalty, promoted repeat business and improved sales
- Communicated with vendors regarding backorder availability, future inventory and special orders
- Responded to customer requests for products, services and company information
- 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
Insurance Sales Agent
Medigap Life
Charlotte
10.2022 - 03.2024
- Generated quotes and proposals for clients to match individual needs
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport
- Followed up promptly with interested clients to close sales
- Provided comprehensive product knowledge and guidance to help clients on product selection
Seasonal Customer Service Representative
Omni Interactions
Remote
05.2024 - 10.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
GED -
CENTRAL PIEDMONT COMMUNITY COLLEGE
Charlotte, NC01.2021
Skills
- Customer Service and Assistance
- Customer Relationship Management
- Sorting and Filing
- Bill Payment Receipt
- Effective Customer Communication
- Call and Email Handling
- Persuasive Sales Techniques
- Order and Payment Processing
- Client Needs Assessment
- Client Rapport-Building
- HIPAA Requirements
- CPT Coding
- Administration and Reporting
- POS Inventory System Operation
- Data Entry
- Patient medication coordination
- Patient education techniques
- Billing and invoicing procedures
- Prescription filling
- Pharmacy ethics
Languages
Spanish
Native or Bilingual
Certification
Pharmacy Technician
Timeline
Pharmacy Technician
Stanley Specialty Pharmacy
11.2024 - 01.2026
Seasonal Customer Service Representative
Omni Interactions
05.2024 - 10.2024
Insurance Sales Agent
Medigap Life
10.2022 - 03.2024
Seasonal Remote Customer Service Representative
Williams Sonoma Inc
04.2022 - 10.2022
Mental Health Case Manager
Alternative Living Solutions of NC
01.2021 - 01.2022
CUSTOMER SERVICE
Black Cloud Tattoo and Piercing
04.2017 - 05.2020
GED -
CENTRAL PIEDMONT COMMUNITY COLLEGE