Leticia Drane
North Miami
Summary
Dynamic customer service professional recognized for proven ability to enhance customer satisfaction and optimize support processes. Expertise in fostering collaboration and adaptability within fast-paced environments contributes to effective team dynamics and improved service delivery. Renowned for strong problem-solving skills and empathetic communication, ensuring customer needs are met with precision and care. Committed to driving positive outcomes through innovative solutions and a customer-centric approach.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Remote Customer Support Specialist
XYZ Virtual Solutions
Miami, FL
07.2023 - 06.2024
- Handled 50+ customer inquiries daily via phone and chat, maintaining a 95% satisfaction rating
- Maintained accurate records of customer interactions and follow-ups in internal systems.
- Achieved a 95% customer satisfaction rating while consistently meeting performance KPIs.
- Resolved customer issues efficiently, reducing repeat contacts by 20%
Remote Customer Care Representative
ModivCare Solutions LLC
Miami, FL
05.2022 - 07.2023
- Managed high-volume inbound and outbound calls to schedule non-emergency medical transportation.
- Resolved customer inquiries through various communication channels, ensuring timely and effective support.
- Facilitated appointments and transportation for patients, streamlining access to essential medical services.
Warehouse Worker
Amazon Warehouse
Miami, FL
04.2018 - 11.2021
- Picked, scanned, sorted, and stowed packages with accuracy and efficiency.
- Moved items to conveyor belts while handling both lightweight and heavy packages safely.
- Met productivity and quality standards in a fast-paced warehouse environment.
- Followed safety procedures and warehouse protocols to maintain an organized workspace.
Office Assistant
Miami Dade College
Miami, FL
01.2016 - 07.2018
- Answered and routed incoming phone calls and emails in a professional manner.
- Assisted students with general inquiries and provided administrative support.
- Maintained organized filing systems and updated office records.
- Supported daily office operations to ensure efficient workflow.
Cashier / Customer Service Representative
CiCi’s Pizza
Miami, FL
04.2017 - 02.2018
- Greeted customers and delivered friendly, efficient service in a fast-paced environment.
- Managed cash register transactions accurately, including payments and receipts.
- Assisted customers with orders and addressed questions or concerns promptly.
- Maintained a clean and organized front-of-house area while supporting team operations.
Education
Medical Assistant Program -
FVI School of Nursing & Technology
Miramar, FL12-2025
Skills
- Vitals signs, phlebotomy, EKG
- Customer Service & Support
- CRM Tools (Zendesk, Salesforce, etc)
- Time Management
- Active Listening
- Basic Troubleshooting
- Complaint handling
- Great Communication
- HIPAA Compliance
- Attention to Detail
- Good Time Management
- Problem-solving
Certification
- Nationally Registered Certified Phlebotomy Technician (NRCPT) – NAHP
- Basic Life Support (BLS) Certified – American Heart Association
- In-Services training: HIPAA, OSHA, HIV/AIDS, COVID19, Domestic Violence, Medical Errors, and Infection Control
Student Externship Experience
- Medical Assistant Extern | Pediatric Associates – Aventura, FL | September 2025 – December 2025
- Assisted pediatric patients and families during clinical visits, ensuring a welcoming environment.
- Recorded vital signs, updated patient histories, and documented information accurately in medical records.
- Prepared exam rooms, sanitized equipment, and followed infection control and safety protocols.
- Supported medical staff with clinical and administrative tasks while maintaining patient confidentiality and HIPAA compliance.
Timeline
Remote Customer Support Specialist
XYZ Virtual Solutions
07.2023 - 06.2024
Remote Customer Care Representative
ModivCare Solutions LLC
05.2022 - 07.2023
Warehouse Worker
Amazon Warehouse
04.2018 - 11.2021
Cashier / Customer Service Representative
CiCi’s Pizza
04.2017 - 02.2018
Office Assistant
Miami Dade College
01.2016 - 07.2018
Medical Assistant Program -
FVI School of Nursing & Technology