Summary
Overview
Work History
Education
Skills
Timeline
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Ivelis DeJesus

Spring Hill,FL

Summary

Enthusiastic and energetic Customer Advocate looking for a dynamic, fast-paced position. Exceptional multitasking, prioritization and organizational abilities. Adaptable and focused with an unparalleled work ethic and dedication to providing top-notch customer service. Driven to go above and beyond requirements to satisfy customers and promote loyalty. Proficient in building long-lasting relationships and utilizing consultative sales techniques. Bilingual fluency in English and Spanish.

Overview

5
5
years of professional experience

Work History

Customer Advocate

Alorica
, CA
02.2022 - Current
  • Recorded detailed notes in customer accounts for future reference and follow-up.
  • Provided customer support through phone, email and chat channels.
  • Researched customer inquiries to ensure accurate resolution of their issues.
  • Escalated complex customer cases as necessary to appropriate teams and departments.
  • Reached out to providers to help develop comprehensive solutions.
  • Researched problems with benefits, accounts, and services with speed and accuracy.
  • Ensured compliance with applicable laws and regulations related to the handling of personal information.
  • Collaborated with colleagues across multiple departments to resolve customer issues quickly and efficiently.
  • Used different knowledge banks to research customer problems and develop accurate responses.
  • Maintained thorough and detailed documentation of customer interactions and outcomes.
  • Monitored incoming calls, emails, chats and other communication channels for customer inquiries.
  • Tracked progress on open cases and updated customers regularly on status changes.
  • Maintained records of general customer service data as well as customer complaints and results using maestro.
  • Actively sought out ways to improve current processes related to customer experience.

Medical Assistant

Advanced Imaging Center
10.2021 - 11.2021
  • Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
  • Answered phone calls and welcomed visitors to office.
  • Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
  • Maintained an organized filing system of paper documents and electronic files.
  • Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
  • Greeted visitors or callers to handle questions or direct to appropriate staff.
  • Collected payments, issued receipts and updated accounts to reflect new balances.
  • Maintained business records by updating customer information.
  • Offered diverse clerical support to office team members, managed correspondence, answered telephone calls and tracked documentation.
  • Assisted with special projects as needed by researching information on the internet or through other sources.

Radiology Registrar

Oak Hill Hospital
Brooksville, FL
11.2018 - 12.2019
  • Troubleshot any problems encountered with imaging equipment during examinations.
  • Reviewed patient charts prior to scheduled procedures to ensure adequate preparation.
  • Maintained accurate records of patient data and images using the hospital's electronic medical record system.
  • Ensured that all relevant information regarding each patient is documented accurately in their medical record before closing out the case file.
  • Monitored radiation safety protocols to ensure compliance with government regulations.
  • Facilitated communication between referring physicians, radiologists and other healthcare professionals involved in the care of patients undergoing imaging studies.
  • Developed and implemented quality assurance programs for radiology equipment maintenance and calibration.
  • Adhered to HIPAA requirements to safeguard patient confidentiality.

Education

Associate Degree in Medical Assisting -

SBI Campus- An Affiliate of Sanford-Brown
07.2012

Skills

  • PAC's
  • Proficient in MediTech, Microsoft Word, Microsoft Excel and Medisoft
  • Fluent in Spanish
  • Complaint Handling
  • Inbound Call Management
  • Conflict Resolution
  • Multi-line phone system
  • Data entry
  • Error identification
  • Collecting information
  • Medical Terminology
  • Meticulous attention to detail
  • Critical thinker
  • Customer Service-Oriented

Timeline

Customer Advocate

Alorica
02.2022 - Current

Medical Assistant

Advanced Imaging Center
10.2021 - 11.2021

Radiology Registrar

Oak Hill Hospital
11.2018 - 12.2019

Associate Degree in Medical Assisting -

SBI Campus- An Affiliate of Sanford-Brown

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Ivelis DeJesus