Lesly Avila Cervantes
Antioch,CA
Summary
To obtain a position as a Medical Assistant, where my skills will be utilized to the fullest potential. Dedicated and empathetic offering direct patient care and medical office exprience. At Planned Parenthood, excelling in complaint resolution and call handling. Bilingual in English and Spanish, I enhanced first call resolution rates through effective communication and problem-solving. Proven ability to foster trust and rapport, ensuring exceptional customer experiences in high-pressure environments.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Contact Center Representative
Planned Parenthood
05.2024 - Current
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
Medical Assistant
Golden State Dermatology
08.2023 - 12.2023
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
Education
High School Diploma -
Antioch High School
Antioch, CAPhlebotomy Certification/License - Phlebotomy
Contra Costa Medical Career College
Antioch, CA05-2023
Medical Assistant - Medical Assisiting
Contra Costa Medical Career College
Antioch, CA05-2023
EKG/ECG Technician - EKG/ECG
Contra Costa Medical Career College
Antioch, CA05-2023
Associate of Science - Behavioral & Social Sciences
Los Medanos College
Pittsburg, CA05-2022
Skills
- Complaint resolution
- Script adherence
- English and Spanish fluency
- Call center customer service
- Epic Knowledge
- Call handling
Certification
- Mindi - mindi@ccmcc.edu
925-757-2900 Contra Costa Medical Career College
- Andrea Rogers
925-856-0933 Golden State Dermatology
- Emily Ramirez
925-529-7186 Felicity Pediatrics (Medical Assistant Externship)
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Contact Center Representative
Planned Parenthood
05.2024 - Current
Medical Assistant
Golden State Dermatology
08.2023 - 12.2023
High School Diploma -
Antioch High School
Phlebotomy Certification/License - Phlebotomy
Contra Costa Medical Career College
Medical Assistant - Medical Assisiting
Contra Costa Medical Career College
EKG/ECG Technician - EKG/ECG
Contra Costa Medical Career College
Associate of Science - Behavioral & Social Sciences
Los Medanos College
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