Michelle Orozco
Fort Wayne,IN
Summary
Dynamic professional with a proven track record at Parkview Regional Medical Center, adept in customer support and problem-solving. Fluent in Spanish, I excel in verbal communication and efficiently resolve issues, enhancing client satisfaction. Skilled in call documentation and maintaining composure under pressure, I consistently exceed service standards, contributing to increased productivity. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
25
25
years of professional experience
Work History
Call Center Representative
Parkview Regional Medical Center
12.2016 - 02.2020
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Before and After School Coordinator/Interpreter
Benoit Academy
08.1999 - 06.2004
- Scheduled mini-lessons, art projects and unstructured playtime for school-age children.
- Established clear expectations for behavior and participation in the program, creating a structured yet enjoyable experience for students.
- Managed schedules and coordinated resources for efficient use of time, space, and materials in the program.
- Enhanced student engagement by incorporating interactive activities and group projects in after-school programs.
- Maintained confidentiality of records by using appropriate data security methods.
- Monitored student safety while conducting indoor or outdoor activities.
Teacher's Assistant
Sacred Heart Pre-School
05.1998 - 06.1999
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Supported classroom activities, tutoring, and reviewing work.
- Copied, organized and distributed classroom assignments or other paperwork.
- Organized materials in classroom spaces based on lecture plans, activity stations or other requirements outlined by teachers.
- Worked with lead teacher to monitor class schedule and take attendance.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
Cashier
Scott's Food Stores
02.1995 - 05.1998
- Operated cash register to record transactions accurately and efficiently.
- Helped customers complete purchases, locate items, and join reward programs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Performed cash, card, and check transactions to complete customer purchases.
- Worked flexible schedule and extra shifts to meet business needs.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Handled cash with high accuracy and took care to check bills for fraud.
Education
High School Diploma -
Defiance Senior High School
Defiance, Ohio06-1991
Skills
- Problem-solving skills
- Customer Support
- Verbal and written communication
- Resolving issues
- FLUENT IN Spanish
- Customer Service
- Call documentation skills
- Calm Under Pressure
- Problem Resolution
Timeline
Call Center Representative
Parkview Regional Medical Center
12.2016 - 02.2020
Before and After School Coordinator/Interpreter
Benoit Academy
08.1999 - 06.2004
Teacher's Assistant
Sacred Heart Pre-School
05.1998 - 06.1999
Cashier
Scott's Food Stores
02.1995 - 05.1998
High School Diploma -
Defiance Senior High School
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