Luciana Cofrancesco
Pompton Lakes,NJ
Summary
Detail-oriented individual with exceptional communication and leadership skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
8
8
years of professional experience
Work History
Call Center Team Lead
Tricare Medical Transportation
2022.06 - Current
- Lead and observe a team of call center representatives
- Monitor performance metrics (call handling time, customer satisfaction)
- Provide training and feedback to improve team performance
- Collaborate with call center supervisor to develop and implement strategies for operational improvement
School Health Specialist Intern
Atlanticare Healthy Schools Healthy Children
2022.06 - 2022.08
- Coordinated 'Summer Lunch and Learn Program' involving community food banks to serve food, conduct instructional demonstrations, and educational activities for low-income families
- Entered application questionnaire data for families to be enrolled in 'Pantry at the Plex' food distribution program
- Updated and created new program materials for Healthy Schools upcoming academic year
- Identified community health needs and assisted in theplanning and implementation of health behavior program
Patient Outreach Representative
Tricare Medical Transportation
2018.11 - 2022.06
- Coordinated daily administrative functions such as scheduling patient interventions, verifying insurance, and managing patient records while maintaining client confidentiality
- Advocated for patients regarding proper medical transportation to facilities
- Identified problems related to patient care and made recommendations accordingly
- Communicated directly with dispatch to alert them of any change in schedule or special accommodations
- Explained policies, procedures or services to patients using medical and/or administrative knowledge
- Made average of 150 outbound and inbound calls per day.
Jr. Account Manager Intern
Options Plus Plan
2021.06 - 2021.08
- Assisted with all aspects of marketing such as proposals, email marketing, social media marketing
- Scheduled and coordinate meetings, events, and appointments for department staff, managing complex calendars to ensure seamless execution.
- .Assisted with billing, commissions, invoicing,and data entry
- Provided exceptional customer service, leading to numerous positive testimonials from clients.
Front End Manager and Customer Service Representative
Corrado's Market
2016.09 - 2020.01
- Utilized multi-tasking skills to ensure cashiers programmed food codes accurately, followed cleaning schedules, and provided proficient customer service
- Displayed leadership when organizing cashier schedules and implemented job trainings
- Demonstrated financial responsibility through customer transactions while establishing customer satisfaction
- Maintained inventory and daily updates of pricing on produce
Education
Bachelor of Science - Public Health
Stockton University
Galloway, NJ05.2022
Skills
- Microsoft Office Proficient
- AutoCAD
- Customer service
- Leadership
- Data entry
- Communication
- Time management
- Multitasking
- Escalation Handling
Professionalreferences
Available upon request
Leadership Experience
ABVM Church Retreats - Team Leader
- Planned and supervised a three day event for over 100 students ages 14-18 in accordance with the Baltimore Catechism
- Delegated tasks to a team of 25 staff members based on their personal strengths and interests
- Facilitated weekly meetings and designed event framework based on budgets, venue, and participant size
Public Health Society - Club Committee
- Established club agenda and directed collaborations with local community members and other organizations
- Participates biweekly in a discussion of various public health topics
- Encourages communication, socialization, and service to promote the purpose of the organization
Sigma Delta Tau - Founder
- Founded the Delta Pi chapter of Sigma Delta Tau at Stockton University
- Helped manage and took part in numerous philanthropic events, including fundraising and volunteer work
Timeline
Call Center Team Lead
Tricare Medical Transportation
2022.06 - Current
School Health Specialist Intern
Atlanticare Healthy Schools Healthy Children
2022.06 - 2022.08
Jr. Account Manager Intern
Options Plus Plan
2021.06 - 2021.08
Patient Outreach Representative
Tricare Medical Transportation
2018.11 - 2022.06
Front End Manager and Customer Service Representative
Corrado's Market
2016.09 - 2020.01
Bachelor of Science - Public Health
Stockton University
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