Maria Elisa Alcantara
Providence,RI
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
2
2
Languages
25
25
years of professional experience
Work History
Patient Service Representative
Koch Eye Associates
09.2024 - Current
- Managed patient scheduling to optimize workflow and reduce wait times.
- Assisted patients with insurance verification and billing inquiries, enhancing customer satisfaction.
- Coordinated communication between clinical staff and patients, ensuring clear information flow.
- Trained new staff on office procedures and patient service protocols, improving team performance.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Used Imedic Ware to schedule appointments.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Assisted patients in filling out check-in and payment paperwork.
- Took copayments and compiled daily financial records.
- Built and maintained positive working relationships with patients and staff.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
Technical Support Representative
Charter Communications
10.2014 - 07.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Used ticketing systems to manage and process support actions and requests.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Legal Secretary
Michael T. Ridge Esq.
11.2007 - 04.2012
- Organized files for court proceedings.
- Prepared legal correspondence and wrote professional letters for legal assistants and attorneys.
- Received and placed telephone calls to clients and prospective clients.
- Obtained signatures from attorneys for legal documents.
- Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
- Entered new cases into company database.
- Filed documents with courts on behalf of attorney.
- Developed and maintained filing and retrieval systems.
- Scheduled all appointments, appearances and briefings
- Prepared legal correspondence and wrote professional letters for legal assistants and attorneys
- Created, indexed and maintained client binders
Customer Service Representative
Precision Response Centers
02.2002 - 03.2007
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating
- Handled over 70 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
High School Diploma -
Louis D. Brandeis High School
New York, NY06-1993
Skills
- Development Documentation
- Organizational Skills
- Call Center Operations
- Technical Troubleshooting
- Account Administration
- User Support and Troubleshooting
- Microsoft Windows and Office
- Troubleshooting Network Issues
- Resolving Problems and Incidents
- Customer Support Needs Assessment
- Courteous with Strong Service Mindset
- Understanding Customer Needs
- Upbeat and Positive Personality
- Strong Analytical and Problem-Solving Skills
- Customer Service and Assistance
- Active Listening
- Appointment scheduling
- Payment collection
- Scheduling appointments
- Patient greeting
- Medical insurance
- Office administration
- Data entry proficiency
- Appointment confirmation
- Flexible schedule
- Money handling
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Patient Service Representative
Koch Eye Associates
09.2024 - Current
Technical Support Representative
Charter Communications
10.2014 - 07.2022
Legal Secretary
Michael T. Ridge Esq.
11.2007 - 04.2012
Customer Service Representative
Precision Response Centers
02.2002 - 03.2007
High School Diploma -
Louis D. Brandeis High School