NAYLA CRUZ
Easton,PA
Summary
Polite and professional and successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
7
7
years of professional experience
Work History
WFH Call Center
Cover VA Maximus
08.2023 - Current
- Worked remote with taking calls and assisted consumers in applying for Medicaid applications as well as processing Renewal applications
- Proficient in using systems like Genesys, Connection point,MMIS and VACMS.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained up-to-date knowledge of relevant laws, regulations, and policy changes affecting Medicaid eligibility determinations.
- Assisted Callers in obtaining replacement Medicaid cards if lost.
Dental Assistant
Wild Smiles Pediatric
04.2021 - 08.2022
- Primarily responsible for assisting doctors with dental procedures, including patient sedation.
- Prepare dental materials, such as medical instruments, cements, amalgam composites, and impressions.
- Also responsible for preparing laboratory and examination rooms, working alongside doctors to ensure quality patient experiences.
- Trained new dental assistants in proper procedures and techniques.
- Maintained patient charts, processing x-rays, and assisting with development of patient treatment plans using Dentrix software.
Dental Assistant
Comprehensive Dental Group
08.2020 - 03.2021
- Primarily responsible for providing doctors with chairside assistance during patient procedures
- Proactively prepped all materials and rooms by disinfecting, sterilizing, and bagging instruments through Ultrasonic and Autoclave
- Also responsible for performing x-rays and assisting with fillings, extractions, crowns, and root canals, as well as making in-office retainers.
- Educated patients on proper oral hygiene techniques, promoting long-term dental health.
- Prepared instruments and equipment for use in dental procedures, ensuring their availability when needed.
Retail Consultant
T-Mobile Corporate
07.2019 - 08.2020
- Primarily responsible for providing excellent customer service to patrons, including assistance with device selection, billing, and monthly plan options
- Also served as a team coach for peers, helping to train them on best practices, with a goal of increased productivity and sales
- Consistently ranked within top 5 on my team, in sales and business.
- Managed inventory levels, ensuring optimal stock availability for high-demand products.
- Collaborated with fellow consultants to create a positive work environment that fostered teamwork and productivity.
Lead Consultant
Sprint
06.2017 - 07.2019
- Primarily responsible for providing excellent customer service to Sprint customers, while producing sales and new business growth
- Consistently achieved the team's gross profit goal each month and top 5 RSC in tablet sales for the entire company
- Promoted to key-holder within 3 months of starting and nominated as one of two Apple Advocates for the entire district.
- Optimized app performance through regular updates and bug fixes for seamless functionality.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
Education
Bronx Community College
The Bronx, NYHigh School Diploma -
Cardinal Spellman High School
The Bronx, NY06.2013
Skills
- Bilingual in Spanish, excellent customer service and relationship building skills, strong verbal and written communication,
- Experienced in call center environment, Salesforce, Billing, laboratory management, microsoft office and data entry
- Attention to detail, great with time management, multitasking and decision making
Timeline
WFH Call Center
Cover VA Maximus
08.2023 - Current
Dental Assistant
Wild Smiles Pediatric
04.2021 - 08.2022
Dental Assistant
Comprehensive Dental Group
08.2020 - 03.2021
Retail Consultant
T-Mobile Corporate
07.2019 - 08.2020
Lead Consultant
Sprint
06.2017 - 07.2019
Bronx Community College
High School Diploma -
Cardinal Spellman High School
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