Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Nisreen Villegas

Tucson,AZ

Summary

I am a very experienced and reliable customer service officer with extensive experience providing assistance in a busy call center setting. I have worked in this field for going on 9 years with different companies and projects. I have a strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers. Lastly I also can provide sales, technical support experience along with call quality suppoRt. Authorized to work in the US for any employer. Rt.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Care Specialist

iRhythm Technologies
03.2022 - Current
  • Assisted patients with applying heart monitor while providing phenomenal customer service
  • Helped patients troubleshoot their heart monitor and explained how to fix any issues
  • Completed all assigned tasks prior to shift end
  • Enhanced customer interactions through displayed courtesy and strong interpersonal skills
  • Built and maintained successful relationships with service providers, dealers, and consumers
  • Trained and developed new employees while providing clear protocols.
  • Helped large volume over 50 calls from customers every day with positive attitude and focus on customer satisfaction.
  • Verified accuracy of customer account information and updated when necessary.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Took ownership of customers issues to follow problems through to resolution.
  • Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
  • Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.

Home Health Aide

Good Neighbor
08.2019 - Current
  • Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
  • Maintained a clean and safe home environment for patients, reducing falls and accidents.
  • Assisted clients with daily living activities, enhancing their independence and quality of life.
  • Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
  • Improved patient well-being by providing compassionate and attentive personal care.
  • Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
  • Completed entries in log books, journals, and care plans to accurately document and report patient progress.
  • Assisted disabled clients to support independence and well-being.
  • Completed thorough documentation of patient care activities, maintaining accurate records for effective communication amongst the healthcare team.
  • Followed nutritional plans to prepare optimal meals.

COVID-19 Contact Investigator

Insight Global
07.2020 - 03.2022
  • Served as a guide and oversaw the Case Investigators who conducted interviews to obtain symptom information, referred contacts for testing, and provided instructions for quarantine, isolation, and other measures
  • Contact tracing is transmitted to the necessary partners and supporting case interviewers where necessary
  • Advised patients of their Covid-19 diagnosis
  • Conducted a conversation-based investigation
  • Took extreme care when following all CDC and HIPPA guidelines
  • Gave resources to assist with having to quarantine
  • Maintained detailed client records encompassing information such as plans, notes, and forms
  • Followed up with clients after appointments to check on current health and verify completion of required actions
  • Gave world-class assistance as well as being very empathic and understanding of the situation
  • Contact tracing to identify and connect at-risk individuals with needed healthcare services
  • Followed established guidelines and procedures
  • Completed all assigned tasks prior to shift end
  • Managed daily tasks consistently and sought out opportunities to go beyond requirements and support business targets
  • Utilized downtime to perform routine tasks, preventing service delays
  • Overall extremely passionate about helping others in any way humanly possible.
  • Collected, analyzed and interpreted information, documentation, and evidence associated with investigations.

Customer Care Representative

Cox
06.2019 - 02.2020
  • Assisted customers with monthly billing issues
  • Explained company bill increases regarding monthly TV, phone, and internet services
  • Sold internet, TV, and phone packages with a very high success rate
  • Increased TV and internet packages to higher services
  • Gave world-class customer service
  • Deescalated angry customer multiple times daily
  • Gave a high level of technical support for TV, phone, and internet
  • Engaged with customers to understand and resolve issues and answer product questions
  • Advised customers about estimated delivery date and described service contracts and warranties
  • Investigated internet, phone, and TV concerns, communicating between departments such as sales and production to understand issues
  • Used proven techniques to increase sales and promote high-value products
  • Helped resolve product returns, responded to shipping inquiries, and answered order status questions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Assisted call-in customers with questions and orders.

Customer Service Representative

Alorica
10.2018 - 03.2019
  • Assisted Costco Members with their online Costco.com purchases with amazing customer service skills
  • Responsible for troubleshooting Costco member's website issues, finding that pertaining online issue and resolving it
  • Conducted in-depth research for in-stock and out of stock items using Costco database
  • Responsible for effectively hearing and captioning words to assist the hard of hearing
  • Key to success as a Captioning Agent is diligently listening and understanding words that are being said at a high pace and then saying those words clearly and effectively so the software is able to understand
  • Sold, cross-sold, and upsold Costco products to consistently increase account revenue
  • Researched issues across multiple databases to fully understand and address concerns
  • Helped coordinate deliveries for customers purchasing [Type] products and answered questions about missing shipments or delays.

Technical Support Representative

Chamberlain
10.2017 - 10.2018
  • Enhanced customer interactions through displayed courtesy and strong interpersonal skills
  • Troubleshot hardware issues and worked with service providers to facilitate repairs
  • Responsible for recommending and implementing strategic initiatives that result in efficiency gains, process improvements, and productivity enhancements for all procedures
  • Built and maintained successful relationships with service providers, dealers, and consumers
  • Grew corresponding verticals through collaboration initiatives
  • Provided real-time support to everyday users of Chamberlain systems
  • Trained and developed new employees while providing clear protocols
  • Informed customers about resolutions for issues in progress.

Case Manager

Sears
03.2016 - 02.2017
  • Performed in-depth research for complex questions and transactions
  • Assisted customers in finding out-of-stock items
  • Resolved product/policy issues and shared benefits of new technology
  • Individual contributor in a team-based environment
  • Developed empathetic client relationships and earned a reputation for exceeding sales goals
  • Maintained productive collaboration with team members
  • Guaranteed positive customer experiences and resolved customer complaints.

Customer Service Representative

Afni Call Center
03.2015 - 03.2016
  • Guaranteed positive customer experiences and resolved all customer complaints
  • Cross-trained and provided back-up for other customer service representatives when needed
  • Expressed appreciation and invited customers to return to using our product
  • Regularly sought opportunities to upsell and add on additional merchandise
  • Prepared and sold a broad range of customized merchandise to individuals and commercial accounts
  • Managed inbound and outbound calls to respond to inquiries and resolve concerns
  • Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor
  • Recommended products and services to members and educated customers about relevant offerings
  • Exceeded requirements in providing products and services to customers at all times.

Education

GED -

Fred G Acosta Job Corp
Tucson, AZ
03.2013

Front Office Medical Receptionist - Medical Assisting

JobCorp
Tucson, AZ
03.2013

Skills

  • Customer service
  • Schedule management
  • Upselling
  • Customer support
  • Technical support
  • Quality assurance
  • Training & development
  • Case management
  • Cold calling
  • CPR
  • Research
  • Databases
  • Software troubleshooting
  • HIPAA
  • Sales
  • Quantitative research
  • Microsoft Windows
  • Patient care
  • Payment Processing
  • Quality Assurance
  • Complaint Handling
  • Project Management
  • Customer Relations
  • Appointment Scheduling
  • Billing coordination
  • Documentation And Reporting
  • Data Entry
  • Order Processing

Certification

  • Fingerprint card, 01/03/2024
  • Making contact, a training for Covid-19 Contact tracer, 12/01/22
  • CPR Certification, 01/03/2024

Timeline

Customer Care Specialist

iRhythm Technologies
03.2022 - Current

COVID-19 Contact Investigator

Insight Global
07.2020 - 03.2022

Home Health Aide

Good Neighbor
08.2019 - Current

Customer Care Representative

Cox
06.2019 - 02.2020

Customer Service Representative

Alorica
10.2018 - 03.2019

Technical Support Representative

Chamberlain
10.2017 - 10.2018

Case Manager

Sears
03.2016 - 02.2017

Customer Service Representative

Afni Call Center
03.2015 - 03.2016

GED -

Fred G Acosta Job Corp

Front Office Medical Receptionist - Medical Assisting

JobCorp

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Nisreen Villegas