Joalice Peralta
Homestead,United States
Summary
Compassionate Intake Coordinator focused on delivering exceptional service and efficiently managing daily tasks. Proficient in problem-solving and fostering seamless collaboration across teams, thriving in fast-paced environments. Bilingual in English and Spanish, with strong skills in MS Office. Committed to enhancing department and patient experiences while continuously seeking opportunities for professional growth.
Overview
22
22
years of professional experience
Work History
Corporate Intake Coordinator
Baptist Hospital of Miami
Miami, FL
07.2023 - Current
- Handled incoming calls professionally.
- Generated and distributed Daily Guest List to relevant teams.
- Created and distributed Special guest list to relevant teams.
- Manage the distribution of patients to the liaison on a daily basis.
- Connect with new patients through introductory emails.
- Facilitate scheduling of transportation for international patients.
- Facilitate hotel reservations for international patients as required.
- Contact patients to verify appointment pick-up times.
- Ensure all pending items are communicated during shift handoff.
- Actively sought out opportunities for professional development through continuing education courses or workshops.
- Address and resolve patient concerns or complaints related to the intake process.
Customer Experience Manager
Largo Honda
Largo, United States
04.2022 - Current
- Followed up with customers after service or purchase to ensure 100% satisfaction.
- Developed programs for recognizing employees who demonstrate exemplary levels of service excellence.
- Implemented customer satisfaction surveys and feedback forms to gather actionable insights.
- Led team meetings to discuss customer feedback and brainstorm strategies for enhancing the customer experience.
- Collaborated with other departments to coordinate strategic marketing activities.
- Analyzed customer feedback and survey data to identify trends and areas for improvement.
- Drove customer escalations to resolution by engaging directly with clients.
- Oversaw the development of training materials designed to educate team members on how best to provide excellent customer service.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Assisted with customer requests and answered questions to improve satisfaction.
Service BDC Manager
Largo Honda
Largo, United States
01.2020 - 04.2022
- Identified customer needs by asking questions and advising on best solutions.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Developed reports summarizing key performance indicators for review by senior management.
- Trained new staff on customer service processes, product knowledge, and company policies.
- Assisted in developing training materials for new employees joining the BDC team.
- Scheduled service appointments at customer convenience, building rapport and maintaining client relationships.
- Met pre-set guidelines for weekly appointments, shows, and outbound calls.
- Managed day-to-day operations of the BDC including scheduling shifts, assigning tasks.
- Maintained up-to-date records of customer interactions including notes about conversations had with them.
- Identified areas of improvement within the BDC operations to increase efficiency and effectiveness.
- Followed BDC scripts and guidelines for inbound and outbound calls.
- Developed policies and procedures related to the BDC operations.
- Developed and implemented strategies to ensure customer retention in the BDC.
- Analyzed customer feedback data to identify trends in service requests and complaints.
- Worked with departments in dealership to chart and monitor daily activities, bolstering efforts to meet assignment targets.
Customer Support Specialist
Largo Honda
Homestead, United States
10.2016 - 11.2020
- Manage all incoming calls effectively.
- Allocated information to essential departments.
- Addressed customer concerns promptly.
- Managed receipt of new vehicles
- Generated and distributed essential daily business reports.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
After School Coordinator
Extraordinary Martial Arts
10.2015 - 10.2020
- Provided guidance and support to students in a variety of after-school activities.
- Worked with parents and staff to improve student behavioral and learning issues with proactive approaches.
- Enrolled new members in program, gathering personal information and administering new member survey questions.
- Supervised groups of students, ensuring a safe and supportive environment.
- Coordinated transportation arrangements for students attending offsite activities or field trips.
- Developed strategies to increase student participation and attendance in the program.
- Organized and facilitated recreational, educational and cultural programs for students.
- Supervised students during out-of-classroom activities such as field trips, sports events and club meetings.
Lead Receptionist Desk Coordinator
Largo Honda
Florida City, Florida
10.2013 - 05.2015
- Facilitated phone call management and fulfilled dealership requirements.
- Coordinated company events with venues and advised staff of pertinent details.
- Sorted invoices for accounting department by date stamping and filing by vendor code.
- Maintained business office inventory and equipment by checking stock for needed supplies.
- Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
- Maintained a neat and tidy reception area at all times; ensured that it was presentable for visitors and clients.
- Assisted with special projects as assigned by supervisor or manager.
- Greeted and welcomed guests upon arrival, providing excellent customer service.
- Ensured compliance with company policies regarding safety protocols.
- Managed the front desk operations including answering phone calls and emails, responding to inquiries.
- Supplied callers with office address and directions, employee email addresses and phone extensions.
- Conducted initial screening of incoming calls to determine urgency and directed them accordingly.
Customer Service Representative
Headquarter Nissan Of Columbus
Columbus, GA
04.2011 - 09.2013
- Maintained a high level of professionalism when dealing with difficult customers.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Updated databases with new and modified customer data.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered inbound calls, chats and emails to facilitate customer service.
- Conducted regular follow-up calls with customers after resolving their issues.
Food Specialist
US Army
09.2002 - 05.2010
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Ensured compliance with applicable health codes regarding storage temperatures, refrigeration requirements and more.
- Cleaned and sanitized kitchen equipment, utensils and work stations.
- Conducted regular inspections of kitchen equipment to ensure proper functioning.
- Prepared workstations with ingredients and tools to increase efficiency.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Rotated old stock, added new items to storage and maintained proper organization per codes.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Chopped and diced vegetables and fruits to stock fridge ahead of busy periods.
- Monitored temperatures of prepared food and cold-storage areas.
- Prepared variety of foods according to exact instructions and recipe specifications.
- Observed food safety and sanitation protocols to reduce germ spread.
- Ensured all kitchen areas were kept clean, tidy and hygienic at all times.
- Developed delicious and healthy meal plans per standards.
- Prepared and cooked food items in accordance with standards.
- Provided guidance on proper storage techniques for perishable goods to minimize spoilage.
- Operated equipment and machinery according to safety guidelines.
- Completed day-to-day duties accurately and efficiently.
Education
High School Diploma - General
Miami Southridge Senior High
01.2001
Skills
- Customer Experience Management
- Food Service Management
- Team Leadership
- Fluent Spanish Speaker
- Multi-line phone operations
- Follow-up skills
- Scheduling appointments
- Inventory management
- Time management
- Goal setting
- Team building
- CRM software
- Conflict resolution
- Continuous improvement
- Teamwork and collaboration
- Excellent communication
- Multitasking
- Professionalism
- Attention to detail
- Data Entry Management
- Support services
- Adaptability and flexibility
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Corporate Intake Coordinator
Baptist Hospital of Miami
07.2023 - Current
Customer Experience Manager
Largo Honda
04.2022 - Current
Service BDC Manager
Largo Honda
01.2020 - 04.2022
Customer Support Specialist
Largo Honda
10.2016 - 11.2020
After School Coordinator
Extraordinary Martial Arts
10.2015 - 10.2020
Lead Receptionist Desk Coordinator
Largo Honda
10.2013 - 05.2015
Customer Service Representative
Headquarter Nissan Of Columbus
04.2011 - 09.2013
Food Specialist
US Army
09.2002 - 05.2010
High School Diploma - General
Miami Southridge Senior High