Kennyan Arias
Providence,RI
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Optical Assistant
Pugliese Family Eye Care
05.2023 - 12.2024
- Assisted in patient intake by gathering medical history and verifying insurance information.
- Supported optometrists during eye exams by preparing equipment and managing patient flow.
- Maintained inventory of optical products, ensuring availability and organization of displays.
- Educated patients on lens options, frame selection, and proper eyewear care techniques.
- Resolved customer inquiries efficiently through phone and email communications.
- Maintained detailed records of customer interactions using CRM software.
- Trained new staff on company policies and customer service protocols.
- Assisted customers in both English and Spanish, ensuring clear communication and effective issue resolution.
- Managed high-volume inbound calls while maintaining professionalism and empathy in diverse customer interactions.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Brown Surgical Associates
06.2021 - 07.2022
- Assisted patients with inquiries regarding insurance benefits and coverage options.
- Managed high call volumes while maintaining professionalism and empathy in customer interactions.
- Educated patients on healthcare services and procedures to enhance understanding and satisfaction.
- Managed high volume of inbound calls to resolve customer inquiries efficiently.
- Managed customer inquiries through multiple communication channels, ensuring timely and accurate responses.
- Resolved technical issues using remote troubleshooting tools, enhancing user satisfaction and experience.
- Scheduled appointments efficiently, optimizing calendar management and client availability.
- Communicated effectively with potential clients to understand needs and set appropriate follow-up meetings.
Call Center Representative
CVS Healthcare
01.2020 - 07.2020
- Managed high-volume inbound calls while maintaining exceptional customer service standards.
- Provided accurate information to customers regarding products, services, and account inquiries.
- Documented customer interactions and resolutions in CRM systems for future reference and analysis.
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Maintained accurate records of interactions and appointments using CRM software to enhance data integrity.
- Developed scripts for outreach calls to improve engagement and conversion rates among prospective clients.
- Set appointments with salespeople and potential customers.
- Answered phone calls and answered questions from potential customers.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
- Managed high-volume inbound calls to assist customers with prescription inquiries and healthcare services.
Call Agent
Lifespan: Rhode Island Hospital
02.2019 - 07.2019
- Managed high-volume inbound calls, ensuring prompt and accurate customer service.
- Resolved customer inquiries using CRM systems to track interactions and outcomes.
- Coordinated appointment schedules for multiple departments to optimize workflow and resource allocation.
- Increased appointment scheduling efficiency by implementing user-friendly software systems.
- Set up appointments with interested customers according to schedule availability.
- Answered phone calls and answered questions from potential customers.
Caregiver
Your Only Choice Home Care
06.2018 - 12.2018
- Assisted patients with daily living activities, ensuring comfort and safety.
- Monitored vital signs, documenting changes for nursing staff review.
- Supported patient mobility through safe transfer techniques and equipment use.
- Maintained cleanliness and organization within patient care areas to promote hygiene.
- Communicated effectively with patients and families about care plans and needs.
- Collaborated with healthcare team to enhance patient care quality and efficiency.
- Administered personalized care plans for residents to enhance comfort and well-being.
- Assisted with daily living activities, ensuring dignity and respect for each individual.
- Monitored vital signs regularly to maintain accurate health records and report changes.
- Collaborated with nursing staff to implement effective patient care strategies and interventions.
Retail Sales Associate
Metro PCSInc
11.2016 - 01.2017
- Assisted customers in selecting cell phones based on individual needs and preferences.
- Provided detailed product knowledge to enhance customer decision-making and satisfaction.
- Processed sales transactions accurately, ensuring seamless customer experiences during purchase.
- Collaborated with team members to create promotional displays that increased product visibility and engagement.
- Trained new staff on product features, sales techniques, and customer service best practices.
- Identified customer needs to provide tailored product solutions and improve satisfaction.
- Analyzed sales data to refine techniques and ensure alignment with business objectives.
- Implemented process improvements that increased efficiency in sales operations and reporting.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Assisted clients with order placements and product information, ensuring satisfaction.
Education
Certificate -
Your Only Choice Cna School
Providence, RI08.2017
High School Diploma -
Juanita Sanchez High School
Providence, RI06-2017
Skills
- Appointment scheduling
- Frame selection
- Product upselling
- Multitasking
- Computer skills
- Fast learner
- Active listening
- Customer relations
- Problem resolution
- Data entry
- Call center experience
- Microsoft Excel
- Payment processing
- Scheduling
- Microsoft outlook
- Fluent spanish
- Advanced english
- Client communication
Certification
- CNA - Certified Nurse Assistant
- First Aid/CPR Certified
Languages
Spanish
Native or Bilingual
Timeline
Optical Assistant
Pugliese Family Eye Care
05.2023 - 12.2024
Customer Service Representative
Brown Surgical Associates
06.2021 - 07.2022
Call Center Representative
CVS Healthcare
01.2020 - 07.2020
Call Agent
Lifespan: Rhode Island Hospital
02.2019 - 07.2019
Caregiver
Your Only Choice Home Care
06.2018 - 12.2018
Retail Sales Associate
Metro PCSInc
11.2016 - 01.2017
Certificate -
Your Only Choice Cna School
High School Diploma -
Juanita Sanchez High School