Summary
Overview
Work History
Education
Skills
References
Certification
Languages
Timeline
Generic

Kimberly Martinez

Saint Cloud,FL

Summary

Proactive and achievement-oriented professional with extensive experience in customer service. Proven ability in conflict resolution and appointment scheduling, consistently enhancing patient satisfaction. Skilled in CRM software and team collaboration, I excel at managing inquiries and ensuring quality service delivery. Committed to fostering positive patient experiences. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Call Center Representative

Great Vision Eye Care
Saint Cloud, FL
07.2022 - Current
  • Assisted patients with appointment scheduling and confirmations.
  • Provided information on eye care services and products to callers.
  • Managed patient inquiries regarding insurance coverage and billing processes.
  • Documented patient interactions in customer relationship management software.
  • Coordinated follow-up calls to ensure patient satisfaction with services.
  • Handled escalated issues with professionalism and empathy toward patients.
  • Collaborated with team members to improve call handling procedures.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Navigated through computer systems to review information and respond appropriately to callers.

Home Health Aide

First Step Therapy
Kissimmee, FL
02.2016 - 07.2022
  • Monitored patient health, reporting changes to healthcare professionals.
  • Administered medications and maintained accurate medication records.
  • Implemented individualized care plans tailored to patient needs.
  • Communicated effectively with patients and families regarding care plans.
  • Maintained a clean and safe environment for all patients.
  • Documented patient progress and care activities accurately in records.
  • Maintained clean and well-organized environment for client happiness and safety.
  • Developed individualized behavioral intervention plans for clients with autism.
  • Monitored client progress and adjusted strategies based on observed behaviors.

Vet Assistant

BVL VETERINARY
Kissimmee, FL
10.2020 - 10.2021
  • Assisted veterinarians during examinations and surgical procedures.
  • Managed animal intake and maintained accurate medical records.
  • Provided nursing care and monitored recovery for post-operative patients.
  • Educated pet owners on treatment plans and preventative care.
  • Maintained cleanliness and organization of examination rooms and surgical areas.
  • Administered medications and vaccinations as directed by veterinarians.
  • Communicated effectively with clients to address concerns and questions about pets.
  • Ordered laboratory tests requested by veterinarian such as urinalysis, fecal exams, cultures .

Receptionist

The Purple Pooch Bakery Boutique Groomer
Orlando, FL
08.2013 - 02.2016
  • Receive and disburse money in establishments other than financial institutions.
  • May use electronic scanners, cash registers, or related equipment.
  • Greeted and directed visitors with professionalism and courtesy.
  • Managed multi-line phone system to handle incoming calls efficiently.
  • Scheduled appointments and maintained calendar for office personnel.
  • Processed incoming mail and packages, ensuring proper distribution.
  • Maintained a clean and organized reception area for welcoming atmosphere.
  • Provided excellent customer service during transactions.
  • Managed customer service inquiries across social media channels.
  • Provided friendly customer service to ensure guest satisfaction.
  • Monitored customer service calls and emails to identify areas of improvement in customer service processes.

Education

Associate of Arts - veterinary assistant

Southern Technical College
Orlando, FL
05-2020

High School Diploma - High School

Youth Challenge Academy
Juana Diaz, PR
03.2011

Some College (No Degree) - Criminal Justice

INTERAMERICAN PONCE
PONCE,PR

Some College (No Degree) - Art Education

Valencia College
Orlando, FL

Skills

  • Customer service
  • Appointment scheduling
  • CRM software
  • Follow-up coordination
  • Call escalation
  • Communication skills
  • Conflict resolution
  • Team collaboration
  • Problem solving
  • Logging call information
  • Quality assurance
  • Attention to detail
  • Patient education
  • Time management
  • Data entry

References

  • NILDA RODRIGUEZ, 7873227471 NILDA.GREATVISION2GMAIL.COM
  • JOHNNATHAN GONZALEZ 9392389088 Johnnathan0794@gmail.com
  • JOSE MARTINEZ, 407-485-8993, Joemart1949@gmail.com

Certification

HOME HEALTH AIDE

CPR

Languages

Spanish
Professional
English
Professional

Timeline

Call Center Representative

Great Vision Eye Care
07.2022 - Current

Vet Assistant

BVL VETERINARY
10.2020 - 10.2021

Home Health Aide

First Step Therapy
02.2016 - 07.2022

Receptionist

The Purple Pooch Bakery Boutique Groomer
08.2013 - 02.2016

Associate of Arts - veterinary assistant

Southern Technical College

High School Diploma - High School

Youth Challenge Academy

Some College (No Degree) - Criminal Justice

INTERAMERICAN PONCE

Some College (No Degree) - Art Education

Valencia College

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