Makenley Alfred
Brooklyn
Summary
Compassionate customer service management, skilled in communication and conflict resolution, known for high productivity and task completion with over 10 years of experience. Well-versed in the hospitality, former cruise ship senior guest service associate.
Patient engagement specialist with a background in referral coordination and processing. Skilled in managing patient inquiries and resolving concerns effectively. Skilled in communication, ensuring clarity and understanding between healthcare providers and patients. Demonstrated ability to improve patient satisfaction through attentive service and problem-solving. Contributed to streamlining front office operations, enhancing overall efficiency in previous roles.
Overview
10
10
years of professional experience
Work History
Phone Patient Engagement Specialist & Referral Co
Higher Focus Media BPO for Caremax Primary Care
Hendersonville
06.2021 - 01.2025
- Streamlined patient registration, insurance verification, and appointment scheduling processes.
- Ensured completion of necessary paperwork by greeting patients upon arrival.
- Compiled daily reports on patient visits and services rendered.
- Maintained confidentiality of patient information in accordance with HIPAA regulations.
Guest Service Associate Senior (GSA)
Carnival Cruise Lines
Miami
07.2022 - 05.2024
- Ensured that all guest inquiries were answered promptly and accurately.
- Provided guests with information about local attractions, restaurants, and transportation options.
- Performed daily opening and closing procedures for the front desk including cash management duties.
- Handled check-outs for departing guests by providing accurate billing statements and collecting payment when necessary.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed large volume of guests and improved overall customer service.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Night Shift Video Remote Interpreter
Language Line Solution
Dominican Republic
02.2017 - 03.2020
- Provided accurate interpretation of conversations between parties with different languages.
- Utilized various interpreting techniques, such as consecutive, simultaneous, sight translation.
- Advised clients on appropriate etiquette when communicating via video call.
- Ensured compliance with applicable laws and regulations.
- Organized documentations related to video interpreting services.
- Maintained up-to-date knowledge on industry trends and best practices.
- Delivered real-time, accurate oral translations and interpretations for clients.
- Provided appropriate contextual information to increase clients understanding of translations.
- Proofread, edited and revised translated documents.
Customer Service Retention Performance Advisor
Great Health Works
Miami
02.2015 - 03.2019
- Regularly reviewed agent performance metrics, including average handle time and abandonment rate.
- Timely resolved escalated customer complaints while upholding high service standards.
- Coached agents through feedback and disciplinary actions to enhance service quality.
- Developed scripts for agents to maximize sales opportunities during customer interactions.
Education
High School Diploma -
Liceo San Vicente De Paul
Santo Domingo Distrito Nacional06-2017
Some College (No Degree) -
Universidad Autonoma De Santo Domingo ( UASD)
Santo Domingo Dominican RepublicSkills
- Patient registration, healthcare settings
- Follow-up coordination
- Patient assistance
- Patient advocacy & referral coordintor
- Customer relationship management
- Effective communication
- Active listening
- Interpersonal skills
- Problem solving
- Proficient use of MS Word, Excel, PowerPoint, and most common CRM systems, including cruise management/reservation CRM such as Fidelio, Mapper, and Zoho
- Confidentiality compliance
- Appointment scheduling
- Multilingual skills, fluently speaking and writing in English, French, Spanish, and Haitian Creole
Languages
English
Full Professional
French
Professional
Spanish
Full Professional
Haitian Creole
Native/ Bilingual
Timeline
Guest Service Associate Senior (GSA)
Carnival Cruise Lines
07.2022 - 05.2024
Phone Patient Engagement Specialist & Referral Co
Higher Focus Media BPO for Caremax Primary Care
06.2021 - 01.2025
Night Shift Video Remote Interpreter
Language Line Solution
02.2017 - 03.2020
Customer Service Retention Performance Advisor
Great Health Works
02.2015 - 03.2019
High School Diploma -
Liceo San Vicente De Paul
Some College (No Degree) -
Universidad Autonoma De Santo Domingo ( UASD)
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