Kenia Burgos
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.
Overview
12
12
years of professional experience
Work History
Escalations Specialist
Wells Fargo
01.2021 - Current
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
- Provide professional etiquette via chat, e-mail communications, letters and phone.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Suggested tactful process improvements to multiple department leaders to prevent future complaints.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
Lead Teller
Wells Fargo
01.2017 - 01.2021
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Identified potential needs through observation, questioning, and listening.
- Trained and mentored new hires on bank policies and procedures.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Generated monthly reports on customer activity and customer feedback to shared with the North Central Florida district.
Broadcast Operations and T.V Production (Intern)
Univision
06.2018 - 08.2018
- Oversaw calendar to assist in coordinating daily production schedule, managing shifts and adequate coverage.
- Supported production needs by performing routine tasks using standard procedures and equipment.
- Evaluated program schedules and prepared programs to assess transmission readiness and identify any signal issues.
- Collaborated with production team to facilitate smooth operations, avoiding disruptions and delays
- Registered equipment and production materials on database to enable tracking history and maintain detailed records.
Scheduling Coordinator
Dentila
07.2011 - 12.2016
- Verified insurance coverage and obtained pre-authorizations.
- Managed complex calendars for multiple medical practitioners, verifying accuracy of all appointments.
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
- Maintained accurate patient records for proper tracking of patient history and treatment.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Generated reports and tracked data to monitor operational priorities and scheduling.
Education
Bachelor of Arts - Broadcast Media, Social Media And E-Marketing
Florida International University
Miami, FL05.2019
Associate of Arts - Communications
Valencia College
Orlando, FL12.2016
Skills
- Bilingual (Spanish)
- Communications Strategies
- Customer Retention Strategies
- Microsoft Office
- Excellent written and verbal communication
- Manage workforce and Executive Schedules
- Coordination of Administrative Activities
- Policy and Procedure Adherence
- Quality Assurance Evaluation
- Corporate Standards
- Database Maintenance
Timeline
Escalations Specialist
Wells Fargo
01.2021 - Current
Broadcast Operations and T.V Production (Intern)
Univision
06.2018 - 08.2018
Lead Teller
Wells Fargo
01.2017 - 01.2021
Scheduling Coordinator
Dentila
07.2011 - 12.2016
Bachelor of Arts - Broadcast Media, Social Media And E-Marketing
Florida International University
Associate of Arts - Communications
Valencia College
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