KELANI PAULINO
Avondale,AZ
Summary
Positive and upbeat Customer Service Specialist bringing 7+ years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
1
1
Language
10
10
years of professional experience
Work History
Dispatch Coordinator
Veyo Non-Medical transportation/MTM
04.2019 - Current
- identify drivers assigned and verify continued route to members
- Reported delays, accidents, or other traffic and transportation situations
- Earned reputation for good attendance and hard work
- designate third parties for member pickup upon discharge and urgent drop-off requirements
- Work in Markets of AZ,CA,LA, MS, IL,WI
- Trained newly hired dispatchers on company policies and procedures, fostering a cohesive team environment focused on customer service excellence.
- Handling inbound/ out bound calls from facilities directing when, and where the driver will be there
- Consistently watching for critical care members who are needing life sustaining transportation, to insure they are always on time to their appointments
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Communicated clearly and concisely to reduce errors and provide complete dispatch data.
- Work with HIPPA and communicate with members about there transportation/any questions they have
- partnered with Lyft/Uber
- Been remote since ending of march 2020
Call Center Customer Service Representative
Veyo Non-medical transportation
10.2019 - 03.2020
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Arranged transportation for members lacking vehicle access to attend medical appointments.
- We contract with different insurance companies around the states such as Arizona Complete Health, Banner University Family Care and Mercy Care ACC and Rbha.
- Different accounts have certain guidelines and regulations we follow for medical transportation
- However Members primarily call to request transports such as urgent care, dialysis, and Pcp appointments
- supported colleagues with inquiries related to call center processes
- Worked with multiple database sites /excel/word
Customer Service Cashier
Harkins theaters Gateway pavilions
11.2016 - 09.2019
- Restocked counters with silverware, straws, napkins and condiments
- Processed customer payments quickly and returned exact change and receipts
- Cross-trained in box office and concession stand roles in order to provide skilled backup for team members
- Scanned items quickly to keep lines moving and reduce overall wait time
- Trained new team members in cash register operation, stock procedures and customer service
- Filled beverages and delivered food to customers when we where delayed
- Prepared food, including hot dogs, nachos and pizza items
- Worked with multiple of team members to clean movie theater after movie was finished.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Met customer service goals and exceeded customer expectations.
Education
High School Diploma -
Maricopa Community Colleges - Gateway Community College
Phoenix, AZSkills
- Hard worker
- Active listening
- Great communication skills
- Team building
- Independent
- Problem-solving abilities
- Multitasking Abilities
- Reliability
LANGUAGES
Spanish Beginner
Interests
- Cooking
- Traveling
- spending quality time with friends and family
- pilates
- running
Timeline
Call Center Customer Service Representative
Veyo Non-medical transportation
10.2019 - 03.2020
Dispatch Coordinator
Veyo Non-Medical transportation/MTM
04.2019 - Current
Customer Service Cashier
Harkins theaters Gateway pavilions
11.2016 - 09.2019
High School Diploma -
Maricopa Community Colleges - Gateway Community College