Nancy Carrillo

Summary

Detail-oriented professional with a strong background in customer service and front office operations. Successfully manage high call volumes while resolving escalated concerns and maintaining EMR and HIPAA compliance. Bilingual in English and Spanish, enhancing communication with diverse client bases.

Overview

year of professional experience

Work History

Call Taker / Customer Service Representative

Global Paratransit Inc.

02.2026 - Current

Handle high-volume inbound calls, assisting riders with scheduling, trip modifications, and service inquiries in a fast-paced call center environment.
Manage high daily call volume while achieving performance and quality metrics consistently.
Resolve escalated customer concerns professionally while maintaining high service standards.
Document customer requests and maintain service records while coordinating with dispatch teams to ensure timely transportation support.
Provide bilingual English/Spanish support to assist a diverse customer base.
Train and mentor new hires on call center systems and customer service protocols to enhance onboarding effectiveness.

Delivery Driver

Amazon

10.2025 - 01.2026

Delivered packages to residential and commercial locations, achieving a high on-time delivery rate.
Navigate routes efficiently using GPS and company software.
Provided customer service during deliveries, ensuring customer satisfaction.
Load, unload, and organize packages for optimal route efficiency.
Maintained accurate delivery records and adhered to company safety procedures.
Inspect vehicle daily and report maintenance or safety concerns.

Front Desk Receptionist

Bien Wellness Inc.

06.2025 - 10.2025

Functioned as the first point of contact for patients, establishing a welcoming and professional atmosphere.
Executed patient check-in and check-out procedures, verifying and updating demographics and insurance information in EMR to ensure accurate patient records.
Coordinated scheduling, confirmation, and updates of patient appointments while managing high-volume phone calls, enhancing patient flow.
Collected copays and documented patient information with accuracy and confidentiality, ensuring compliance with financial protocols.
Scanned, uploaded, and maintained patient documentation including IDs, insurance cards, referrals, and HIPAA forms.
Processed route slips, day sheets, and authorizations; created referral letters for providers.
Maintained strict compliance with HIPAA and state/federal regulations.

Education

Medical Billing & Insurance Coding -

UEI College

Gardena, CA

10-2025

Skills

Call handling
Phone Etiquette
Appointment scheduling
Data Entry & Documentation
EMR compliance

Microsoft Word & Excel
Bilingual communication
Conflict Resolution
Time management
Front desk operations

References

Available upon request

Timeline