MARIA J CERVANTES
San Antonio,TX
Summary
Professional with significant experience in unit representation prepared for this role. Strong focus on team collaboration and achieving results. Reliable, adaptable, and skilled in communication, conflict resolution, and organizational management. Known for proactive approach and ability to meet changing needs efficiently.
Overview
25
25
years of professional experience
Work History
PTAC CTR UNIT REP WFH
HCA PARALLON
04.2018 - Current
- Championed patient advocacy by identifying concerns or unmet needs and addressing them in partnership with medical staff, ultimately enhancing overall patient satisfaction.
- Utilized effective time management skills to balance a variety of responsibilities with minimal supervision.
- Coordinated appointment scheduling for multiple physicians, optimizing clinic workflow and reducing wait times.
- Contributed to an inclusive work environment through active participation in team meetings or offering assistance when needed.
- Ensured HIPAA compliance by maintaining strict confidentiality regarding patient information during all communications both internally among staff members and externally with other healthcare providers.
- Enhanced patient experience by providing friendly and efficient service during check-in and checkout processes.
- Capable of managing up to 150 outbound and inbound calls - Assisted customers with check ordering issues, order placements, order status inquiries, and resolving discrepancies related to check orders
- Streamlined communication between patients, nurses, and physicians, resulting in improved patient care and satisfaction.
Engagement Specialist
Carenet
01.2013 - 08.2014
- Was a committed team member at Blue Cross Blue Shield, where I effectively managed five specific call types to assist members in enrolling in fitness programs
- My responsibilities encompass thorough account research, efficient membership cancellations, and providing IT support for customer well-being assessments.
- In a high-volume call center environment, I adeptly schedule appointments and handle both inbound and outbound calls, ensuring a high standard of service throughout the day.
- My strong multitasking skills, along with my proficiency in Windows 7, enable me to navigate challenges successfully.
- Additionally, I am skilled in typing accurately using the 10-key by touch, which enhances my operational efficiency
Customer Service Specialist II
Harland Clark
08.2000 - 09.2012
- I effectively managed all incoming and outgoing customer calls, handling an impressive average of 150 inbound calls each day
- My responsibilities included strategically delegating tasks to specialists, as well as collaborating with the security department to address issues related to fraudulent checks
- In my role as a Specialist II, I was dedicated to ensuring that customers received exceptional assistance
- Additionally, I served as a dependable backup supervisor for 10 years, showcasing my leadership skills in a fast-paced environment
- As a Quality Coach, I evaluated call types across four key departments: Service Line Plus inbound, Bank of America inbound, Premier Services fraud outbound, and Security Assurance Fraud outbound
- I provided constructive feedback to associates daily, empowering them with insights to excel in their roles and achieve excellent results
- I thrive in high-pressure environments and excel at multitasking
- Proficient in Windows 7 and skilled in operating a ten-key keypad by touch, I ensure smooth operations in all areas of my work
- My extensive experience working alongside bank representatives and customers, along with my ability to schedule appointments, further enhances my contributions
- As a proactive self-starter with a positive attitude, I consistently delegate work efficiently to specialists, driving success across the board
Education
GED -
St. Philips College
San Antonio, TX11.1987
Skills
- Clear Oral and Written Skills
- Project Task Identification
- Proficient in Customer Engagement Communication
- Adaptable Learner
- Skilled at Managing Stressful Situations
- Leadership in Departmental Operations
- Strong Research Ability
- Expertise in Customer Conflict Resolution
- Experienced with Microsoft Word 2007
- Skilled in Data Entry Operations
- Advanced Microsoft Office Skills
- Attention to detail
- HIPAA compliance
Languages
Spanish
Professional Working
Timeline
PTAC CTR UNIT REP WFH
HCA PARALLON
04.2018 - Current
Engagement Specialist
Carenet
01.2013 - 08.2014
Customer Service Specialist II
Harland Clark
08.2000 - 09.2012
GED -
St. Philips College
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