Karla Arevalo
Spring,TX
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
13
13
years of professional experience
Work History
Customer Service Supervisor
SmartBPO LLC
04.2021 - Current
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Developed comprehensive training materials for new hires, ensuring a smooth onboarding process.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Medical Administrative Assistant
MOD Bradley Health Care
02.2015 - 03.2021
- Enhanced patient comfort by providing compassionate and attentive care.
- Maintained accurate records of patient care, progress, and concerns for optimal health outcomes.
- Kept accurate records of patients' care, condition, and progress.
- Documented vital signs to inform nurses and physicians of any changes in patient status.
- Improved cash flow management with consistent tracking of accounts receivable and timely reporting to management.
- Improved patient satisfaction by efficiently managing appointment scheduling and providing clear communication regarding medical procedures.
- Enhanced office efficiency by organizing and maintaining comprehensive medical records for easy retrieval by healthcare providers.
Call Center Customer Service Representative
Just Energy
05.2011 - 07.2014
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Education
Pima Medical Institute
Houston, TXHigh School Diploma -
Dekaney High School
Houston, TX2010
Skills
- One Call Resolution
- Leading Team Meetings
- Delegating Work
- Team Building and Leadership
- Records Management
- Work Prioritization
- Call Monitoring
- Bilingual; fluent in English and Spanish
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Software
Sigma
Microsoft
EClinicalWorks
References
References available upon request.
Timeline
Customer Service Supervisor
SmartBPO LLC
04.2021 - Current
Medical Administrative Assistant
MOD Bradley Health Care
02.2015 - 03.2021
Call Center Customer Service Representative
Just Energy
05.2011 - 07.2014
Pima Medical Institute
High School Diploma -
Dekaney High School
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