Leeanda Gutierrez
Greensboro,NC
Overview
9
9
years of professional experience
1
1
Certification
Work History
Call Center Representative
contact us inc
Grindstone, PA
12.2023 - Current
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Maintained strong call control and quickly worked through scripts to address problems.
Medical Office Assistant
Joelles center of hope
Greensboro, NC
10.2022 - 05.2024
- Verified insurance coverage for each patient visit.
- Maintained medical supply inventory levels and ordered additional supplies when needed.
- Scheduled patient appointments, answered incoming calls, and assisted with inquiries.
- Maintained a clean work environment by adhering to infection control protocols.
- Collected payments from patients for services rendered.
- Ensured that all required paperwork was completed accurately prior to submitting it for processing.
- Managed medical records using an electronic health record system.
- Prepared patient charts prior to each appointment.
- Followed HIPAA guidelines to ensure confidentiality of patient information.
- Performed basic clerical duties such as filing documents, entering data into the computer system, photocopying forms and documents.
- Greeted patients and visitors in a professional and friendly manner.
Cashier
Lowes Home Improvment
Greensboro, NC
01.2021 - 12.2021
- Processed returns and exchanges of merchandise in accordance with store policies.
- Answered customer inquiries regarding store policies and procedures.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Greeted customers and answered any questions they had about the store's products and services.
- Issued receipts, refunds, credits or change due to customers.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Conducted price checks for special orders or discounts as requested by customers.
- Processed sales transactions to prevent long customer wait times.
Direct Support Professional
Cardinals hayes home for children
Greensboro, NC
08.2015 - 04.2020
- Provided assistance to individuals with daily activities such as personal care, meal preparation and medication reminders.
- Facilitated social interactions between participants and their peers in the community.
- Instructed individuals in self-advocacy skills to increase autonomy and decision making abilities.
- Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.
- Developed relationships with families of those receiving services to ensure continuity of care.
- Encouraged positive behavior through modeling appropriate responses and reinforcing desired behaviors.
- Assisted individuals with daily living activities such as bathing, dressing, and grooming.
- Provided guidance and support to ensure safety of individuals served.
- Monitored client's well-being, safety and comfort under physician direction.
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
- Assisted individuals in learning and developing new skills.
- Transported clients to doctor's appointments and errands.
- Used approved crisis intervention techniques in emergency situations.
- Advocated for disabled individuals to foster communication and self-expression and achieve goals.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Assisted individuals in development of social skills to become integrated in community.
- Followed care plan and directions to administer medications.
- Built strong and trusting rapport with clients and loved ones.
- Monitored clients' activity levels and helped prevent sedentary behavior.
- Assisted clients with maintaining good personal hygiene.
- Helped clients adjust to new lifestyles during periods of incapacitation or recuperation.
- Drove clients to doctors' appointments and social outings.
- Collected and recorded patients' blood pressure, pulse, and respirations (TPRs) to evaluate and note basic health status.
- Recorded client status progress and challenges in logbooks and reports.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
- Helped clients get in and out of beds and wheelchairs.
Education
GED -
Dutchess Community College
Poughkeepsie, NY01-2012
Skills
- Customer Service
- Quality Assurance
- Complaint resolution
- Data Entry
- Payment Processing
- Customer Relationship Management
- Customer Support
- Cash Handling
- Gathering information
- Call Center Customer Service
- Call Center Operations
- Providing customer support
- Customer communications
- Answering questions
- Communicating with clients
- Inbound Phone Call Management
Certification
- MED Certified in the state of new york
References
References available upon request.
Timeline
Call Center Representative
contact us inc
12.2023 - Current
Medical Office Assistant
Joelles center of hope
10.2022 - 05.2024
Cashier
Lowes Home Improvment
01.2021 - 12.2021
Direct Support Professional
Cardinals hayes home for children
08.2015 - 04.2020
GED -
Dutchess Community College
- MED Certified in the state of new york