NAYELI GARCIA
Davenport,USA
Summary
Dedicated and customer-focused professional with experience in call center operations, transportation coordination, medical office support, and team leadership. Skilled in patient relations, scheduling, insurance verification, and high-volume communication. Proven ability to streamline workflows, support clinical teams, and deliver compassionate, patient-centered service. Strong multitasker with leadership experience and a commitment to accuracy and efficiency. Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
5
5
years of professional experience
Work History
Call Center Representative
Soni Family Practice
Clermont, USA
03.2025 - Current
- Manage high-volume inbound and outbound calls, assisting patients with appointments, inquiries, and follow-up care.
- Update and maintain electronic health records and medical documentation.
- Verify insurance, collect payments, and ensure accurate billing and posting.
- Coordinate patient transportation when needed, ensuring timely access to care.
- Support daily administrative operations including faxing, scanning, and correspondence.
Team Lead
Conduent
Ocoee, USA
06.2024 - 03.2025
- Supervised and coached team members to support performance, development, and quality standards.
- Oversaw daily workflow, project execution, and alignment with organizational objectives.
- Conducted one-on-one evaluations and developed individualized action plans.
- Managed staffing levels and resolved workflow challenges to maintain productivity.
Customer Service Representative - Mentor
Conduent
Ocoee, USA
10.2023 - 06.2024
- Assisted customers with SunPass account setup, billing, disputes, and troubleshooting.
- Educated customers on toll benefits and improved overall user satisfaction.
- Trained new hires on customer service procedures, system usage, and communication standards.
- Handled high-volume inbound requests regarding account management and refunds.
Front End Supervisor
Ross Dress for Less
Orlando, USA
03.2023 - 04.2024
- Led cashiers and front-end staff in meeting productivity and customer service goals.
- Enhanced checkout efficiency by optimizing workflow and reducing wait times.
- Supported loss prevention initiatives by monitoring customer activity and enforcing policy.
- Managed cash handling, deposits, and analysis of daily overages/shortages.
Area Supervisor
Ross Dress for Less
Orlando, USA
04.2021 - 03.2023
- Conducted store audits to ensure compliance with safety, policy, and merchandising standards.
- Resolved customer complaints and maintained a positive in-store experience.
- Supported budgeting, expense management, and overall store profitability.
- Oversaw store cleanliness, organization, and visual presentation.
Education
High School -
Penn Foster High School
01.2020
Skills
- Patient relations and customer service
- Medical records and EMR documentation
- Insurance verification and billing
- Transportation coordination
- Time management and multitasking
- Team leadership and training
- Loss prevention and safety compliance
- Cash handling and financial accuracy
- Conflict resolution
- Customer service
- Call documentation skills
Languages
- Spanish
- English
Timeline
Call Center Representative
Soni Family Practice
03.2025 - Current
Team Lead
Conduent
06.2024 - 03.2025
Customer Service Representative - Mentor
Conduent
10.2023 - 06.2024
Front End Supervisor
Ross Dress for Less
03.2023 - 04.2024
Area Supervisor
Ross Dress for Less
04.2021 - 03.2023
High School -
Penn Foster High School