Leticia Bernabe
Meriden,CT
Summary
Bilingual (English/Spanish) customer service professional with experience handling high-volume calls, resolving customer concerns and accurately documenting information. Skilled at navigating multiple systems, managing fast-paced workloads, and providing reliable support in stressful situations. Known for strong attention to detail, adaptability, and the ability to communicate effectively while resolving customer concerns.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Search Quality Rater (Remote)
Welocalize Inc.
New York, NY
08.2023 - Current
- Evaluate and analyze search engine results for accuracy, relevance, and quality
- Identify spam, misleading, or harmful content using strict guidelines
- Maintain consistent performance while meeting daily and weekly productivity targets
- Demonstrate strong attention to detail and ability to follow complex instructions
- Work independently in a remote environment with excellent time management
Customer Service Representative (Remote)
Eversource Energy
Windsor, CT
11.2024 - 05.2025
- Managed high-volume inbound call center operations, averaging 70+ daily calls and managing email queues to resolve time-sensitive utility inquiries.
- Managed customer accounts, resolving billing disputes, processing payments, and updating profile information.
- Resolved escalated customer complaints by identifying root causes and implementing quick solutions.
- Handled urgent gas leak calls and outage incidents, ensuring rapid documentation and emergency dispatch.
- Utilized multiple internal database systems and digital tools to maintain data accuracy and optimize call resolution times.
- Documented detailed customer interactions, account modifications, and case histories within the system to maintain data integrity.
- Collaborated with cross-functional internal teams to ensure timely issue resolution
- Provided fluent bilingual support (English/Spanish) to accurately assist a diverse customer base.
Dental Assistant
Advanced Cosmetic Dentistry
Middletown, CT
05.2022 - 10.2022
- Delivered chairside assistance during complex cosmetic, restorative, and surgical procedures while capturing high-resolution digital radiographs.
- Managed sensitive health records and updated patient charts within Dentrix, ensuring strict HIPAA compliance and accurate medical history verification.
- Educated patients and guardians on intricate cosmetic treatment plans, timeline expectations, and specialized post-operative care instructions.
- Maintained a sterile clinical environment by strictly following OSHA, CDC, and infection control protocols.
- Fabricated custom dental appliances—including retainers, nightguards, and whitening trays—with precise laboratory techniques for optimal patient fit.
- Managed inventory and ensured proper stock levels
Dental Assistant
Central CT Pediatric Dentistry
Middletown, CT
07.2019 - 11.2021
- Supported a team of 5+ dentists in delivering pediatric dental and orthodontic care; assisted with restorative, surgical, radiographic, and lab work.
- Ensured 100% HIPAA compliance while managing patient charts and medical histories in Dentrix
- Educated pediatric patients and guardians on procedures and post-care instructions.
- Maintained sterilization and OSHA compliance standards
- Managed inventory and ensured proper stock levels
- Acquired specialized orthodontic skills through intensive on-the-job training, successfully transitioning to orthodontic chairside assisting.
Dental Assistant
Cocunu Family Dentistry
Guymon, OK
06.2017 - 05.2019
- Handled administrative tasks such as patient intake, billing, and appointment scheduling.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties for general dentistry, endo procedures and oral surgery.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images.
- Prepared and arranged instruments, medications, and required materials for dental procedures.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Explained treatment procedures and instructed patients on home care guidelines.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics.
- Managed inventory of dental supplies, reducing waste and optimizing resource allocation.
- Facilitated clear communication between Spanish-speaking patients and dental staff regarding routine appointments and post-operative care.
Pharmacy Technician
Walmart
Guymon, OK
05.2013 - 10.2017
- Provided exceptional customer service, fostering positive relationships with both new and returning patients in a retail pharmacy setting.
- Entered prescription, patient, and insurance information into pharmacy management system, supporting prescription processing and insurance claim workflows.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Developed familiarity with medication terminology and prescription procedures while assisting pharmacy operations.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Translated prescription information for Spanish-speaking customers to improve understanding and accuracy
- Collected co-payments or full payments from customers.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations and company policies.
Education
Completed Some Coursework Toward Nursing Program
Oklahoma Panhandle State University
Guymon, OKSkills
- Languages: English & Spanish (Bilingual)
- Software: Dentrix, CRM Software, Microsoft Office, Google Workspace
- Healthcare: HIPAA Compliance, Patient Records, Medical Terminology
- Customer Service: High-Volume Call Handling, First-Contact Resolution
- Core Strengths: Adaptability, Attention to Detail, Building Rapport, Investigative Thinking
Certification
- Dental Infection Control + Radiation Health and Safety Certifications
- BLS (Basic Life Support)
Timeline
Customer Service Representative (Remote)
Eversource Energy
11.2024 - 05.2025
Search Quality Rater (Remote)
Welocalize Inc.
08.2023 - Current
Dental Assistant
Advanced Cosmetic Dentistry
05.2022 - 10.2022
Dental Assistant
Central CT Pediatric Dentistry
07.2019 - 11.2021
Dental Assistant
Cocunu Family Dentistry
06.2017 - 05.2019
Pharmacy Technician
Walmart
05.2013 - 10.2017
Completed Some Coursework Toward Nursing Program
Oklahoma Panhandle State University