Irene Rodriguez-Plasencia
Winter Haven,United States
Summary
Professional contact center expert prepared to deliver outstanding customer service. Proven ability to handle high call volumes, resolve issues efficiently, and contribute to team success. Reliable and adaptable, focusing on seamless team collaboration and achieving outstanding results. Skilled in communication and problem-solving, essential for customer satisfaction.
Punctual, willing to work various shifts, and driven to perform successfully in a solitary role or as part of a team.
Looking for a new role where hard work and dedication will be highly valued.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Contact Center Associate 1
University of Miami Health System
Miami, Fl
11.2023 - Current
- Balanced multiple priorities simultaneously while maintaining composure under pressure during peak call volume periods.
- Resolved patient inquiries through effective communication and problem-solving techniques.
- Collaborated with healthcare teams to streamline appointment scheduling processes.
- Handled escalated calls professionally, ensuring customer concerns were addressed appropriately and resolved promptly
- Contributed to departmental goals by consistently achieving personal targets for both quality and quantity metrics.
- Utilized CRM software proficiently for accurate documentation of customer interactions and follow-up actions.
- Maintained high-quality standards by adhering to company policies and procedures during all interactions.
- Participated in ongoing training initiatives, staying up-to-date on industry trends and best practices for contact centers.
- Streamlined processes within the team, leading to increased efficiency in daily operations.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Clinical Laboratory Assistant
Lakeland Regional Health Medical Center
Lakeland, FL
01.2022 - Current
- Customer Service
- Data Entry
- Supply Ordering
- Laboratory Test Processing
- Delegating Physicians Orders
Senior Phlebotomist, Lead Clinical Assistant
Baptist Hospital of Miami
MIAMI, FL
02.2005 - 05.2021
- Difficult Venipuncture Collection
- Lab Processing
- MST Newborn Collections
- Trainee for New Hired Candidates
- Data Entry
- Department Supply Ordering
- Lead Assistant to Management
Front and Back Office Lead Medical Assistant
University of Miami School of Medicine
MIAMI, FL
02.2007 - 01.2018
- Supervise & Assist Medical Assistants
- Physician Assistance
- Vital Signs & Intake Documentations
- Medication & Studies Ordering
- Procedure Assistant & Minor Surgical Assistance
- Surgical Equipment Sterilization & Repacking
Education
Certified Clinical & Administration Medical Assist - Certified Clinical & Administration Medical Assist
National Medical Institute
Miami, FL05.2020
High School Diploma -
Robert Morgan Educational Center
Miami, FL06.2003
Medical Assistant, EKG Aide, Phlebotomy
South Dade Educational Center - South Dade Skills Center
Homestead, FL05.2003
Skills
- English / Spanish Fluency
- Goal oriented
- Verbal and written communication
- Performance monitoring
- Medical records management
- HIPAA compliance
- Medical terminology knowledge
- Clinical documentation
- Electronic health records
- Professionalism and ethics
- Medical office administration
- Customer relationship management (CRM)
Certification
- Healthcare CPR/AED (BLS), First Aid, and Bloodborne Pathogens
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Contact Center Associate 1
University of Miami Health System
11.2023 - Current
Clinical Laboratory Assistant
Lakeland Regional Health Medical Center
01.2022 - Current
Front and Back Office Lead Medical Assistant
University of Miami School of Medicine
02.2007 - 01.2018
Senior Phlebotomist, Lead Clinical Assistant
Baptist Hospital of Miami
02.2005 - 05.2021
High School Diploma -
Robert Morgan Educational Center
Medical Assistant, EKG Aide, Phlebotomy
South Dade Educational Center - South Dade Skills Center
Certified Clinical & Administration Medical Assist - Certified Clinical & Administration Medical Assist
National Medical Institute