Leslie Rivera
Albuquerque,NM
Summary
Motivated to maintain customer satisfaction and contribute to company success. Enhancing customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Contact Center Agent II
Presbyterian Medical Services
Albuquerque, NM
05.2023 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Optimized scheduling processes by implementing efficient software tools and organizational systems.
- Answered over 100 calls per shift to meet fast-paced call center demands.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming,
- Responded proactively and positively to rapid change.
- Coached individuals in one-on-one settings to reinforce learned concepts and provide personalized guidance on career growth opportunities.
- Provided constructive feedback on participant performance during employee’s training.
Phlebotomist
TriCore Reference Laboratories
11.2012 - 01.2015
- Drew blood from veins by vacuum tube, syringe or butterfly venipuncture methods.
- Protected patients by following infection control, sharps disposal and biohazardous waste disposal procedures.
- Accurately labeled vacutainer tubes with patient name, date and time of collection.
- Validated blood and specimen collection orders, alerting nurses or physicians of discrepancies between order and nursing station
- Spoke with patient to gather information for lab records, reduce fear or anxiety and optimize cooperation.
Education
Associate of Science - Nursing
Northern New Mexico College
El Rito, NM05.2018
Associate of Science - Paralegal Studies
Metropolitan College
Albuquerque, NM02.2006
GED -
New Mexico Job Corps
Albuquerque04.2001
Skills
- Patient confidentiality
- Specimen Labeling Procedures
- Patient Care
- HIPAA Compliance
- Time management
- Medical records review
- Flexible & Adaptable
- Data management
- Recording Data
Timeline
Contact Center Agent II
Presbyterian Medical Services
05.2023 - Current
Phlebotomist
TriCore Reference Laboratories
11.2012 - 01.2015
Associate of Science - Nursing
Northern New Mexico College
Associate of Science - Paralegal Studies
Metropolitan College
GED -
New Mexico Job Corps