Omayra Rosado
Prattville
Summary
Knowledgeable and dedicated customer service professional with extensive experience in healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
7
7
years of post-secondary education
1
1
Language
Work History
Member Experience Advisor
Nationsbenefits
Plantation
2022.02 - 2022.09
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Documented customer interactions in internal database to maintain customer service history details.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Educated and engaged customers with new bank products and services.
Bilingual Outreach Specialist
Centauri Health Solutions Inc - Human Arc
El Paso
2021.08 - 2022.02
- Represented organization at industry conferences by manning booths and giving polished presentations.
- Delivered presentations to interested groups and answered wide-ranging questions about available offerings.
- Advocated for client needs and funding for at-risk groups.
- Reached out to nonprofits and other organizations to find funding for at-risk groups.
- Maintained positive relationships with consumers and regularly reached out to offer assistance to individuals.
- Engaged current service program participants to assess current engagement and potential to develop new revenue streams.
- Built and maintained contact and referrals database for leads across United States territory.
- Collaborated with various companies and government entities to shape approaches and leveraged trends in local marketplaces and industries.
- Recorded, transcribed and maintained confidential client information into applicant tracking system and database.
- Offered personalized support to individuals needing Social Security services, helping connect each with available resources and relevant team members.
- Pre-qualified individuals for services by collecting and verifying applicants' personal, financial and employment histories.
Customer Service Representative
United Healthcare, UHG
El Paso
2018.08 - 2021.08
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Processed customer adjustments to maintain financial accounts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Recommended products to customers, thoroughly explaining details.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recorded account information to open new customer accounts.
- Responded to customer requests for products, services and company information.
- Collected and analyzed customer information to prepare product or service reports.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Communicated professionally with colleagues, freelancers and clients.
- Trained new personnel regarding company operations, policies and services.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted available products and services to customers during service, account management and order calls.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Sought ways to improve processes and services provided.
- Trained staff on operating procedures and company services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Maintained up-to-date knowledge of product and service changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Administrative Assistant to the Director
Best Choice Home Health Care
BRONX
2016.10 - 2017.11
- Executed record filing system to improve document organization and management.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Edited documents to improve accuracy of language, flow and readability.
- Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.
- Created presentations to inform, motivate and persuade internal and external audiences.
- Updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Conducted onboarding to help new hires adjust to administrative and performance aspects of jobs.
- Created detailed expense reports to facilitate reimbursement for business expenses incurred.
- Interacted with vendors to purchase and set up equipment and services.
- Set up conference rooms, technology and materials to facilitate meetings.
- Generated reports and typed letters in Word and prepared PowerPoint presentations.
- Received and sorted incoming mail and packages to record, dispatch or distribute to correct recipient.
- Scheduled conference rooms, prepared agendas and maintained calendars to prepare for meetings and events.
- Monitored office calendars to plan meetings, activities and travel to maximize productivity.
- Scheduled office meetings and client appointments for staff teams.
- Screened visitors and issued badges to maintain safety and security.
- Leveraged accounting software to manage expenses and keep track of finances.
- Scheduled office equipment repair and maintenance to extend equipment lifespan and prevent unplanned downtime.
- Managed relational database to store information for reference, reporting and analysis.
- Recorded meeting minutes to provide historical account of actions, measure progress against strategic plan and drive accountability.
- Maintained company handbook to outline policies and provide insights to company mission and values.
- Booked airfare, hotel and ground transportation to coordinate office travel.
- Offered technical support and troubleshot issues to enhance office productivity.
- Supported efficient meetings by organizing spaces and materials, documenting discussions, and distributing meeting notes.
- Monitored supervisor's work calendar and scheduled appointments, meetings, and travel.
- Drafted correspondence and other documents for CEO and department heads in company's voice.
- Created and maintained databases to track and record customer data.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
Human Resources, Radio Operator, Training, Transpo
U.S. Army Active Duty
El Paso
2006.11 - 2012.10
- Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
- Analyzed patients' medical conditions to identify proper mode of transport.
- Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs and stretchers.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Monitored emergency frequencies to detect distress calls and dispatch emergency response personnel or equipment.
- Operated sound recording equipment to capture and document broadcasts for analysis.
- Located and picked up hospital's requisitioned supplies from designated areas to transport supplies to assigned treatment areas.
- Assisted with lifting and handling patients using appropriate patient safety equipment such as lift swings, stand-up lifts and overhead lifts.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Maintained accurate documentation of messages transmitted and received.
- Supported productivity increase and business growth through new hire training and mentoring.
- Analyzed team performance and identified opportunities for additional training.
- Collaborated with CNAs, nurses and physicians to maintain stability during transport and facilitate event-free transport.
- Identified malfunctioning ambulatory equipment to report to appropriate department for repair or replacement.
- Implemented diverse instructional methods, optimizing trainee engagement.
- Recorded and edited videos to facilitate remote learning.
- Installed, tested and operated radio equipment, adjusting settings to achieve clearest transmission.
- Monitored participant workflow and behaviors throughout training process.
- Recruited and trained new members of guest service team.
- Contributed to reductions in employee turnover by revamping training programs.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
- Prepared and presented supplementary learning material to support structured lessons.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Developed individualized training plans to achieve staff readiness.
- Developed effective training plans based on department needs and objectives.
- Identified and obtained bearings of signal sources through use of direction-finding procedures.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Identified and recommended staff for key positions and departments.
- Educated clients on proper use of products and systems.
- Tracked attendance and evaluated progress for assigned trainees.
- Introduced standardized training for cohesive learning environments.
Education
Master of Science - Mental Health Counseling
Grand Canyon University
Phoenix, AZ 2020.05 - Current
Bachelor of Science - Social Psychology
Park University
Kansas City, MO 2018.06 - 2019.09
Associate of Arts - Social Work
El Paso Community College
El Paso, TX 2013.01 - 2015.07
Skills
Order fulfillment
undefinedSpanish
Bilingual Fluent in Spanish, Strong communication, interpersonal, and presentation skills
Awards and Honors
Iraq Campaign Medal with three stars
Two ARMY Commendation medal
ARMY Achievement medal
National Defense Service medal
Global War on Terrorism Service medal
ARMY Service Ribbon, Overseas Service Ribbon (2nd Award), Certificate of Achievement, Received form 1059 as a completion certificate, Warrior Leaders skills, survival skill, Combat Life Saver course and certificate of completion, Basic Soldier skills, Advanced Individual Training certificate of completion.
Timeline
Member Experience Advisor
Nationsbenefits
2022.02 - 2022.09
Bilingual Outreach Specialist
Centauri Health Solutions Inc - Human Arc
2021.08 - 2022.02
Master of Science - Mental Health Counseling
Grand Canyon University
2020.05 - Current
Customer Service Representative
United Healthcare, UHG
2018.08 - 2021.08
Bachelor of Science - Social Psychology
Park University
2018.06 - 2019.09
Administrative Assistant to the Director
Best Choice Home Health Care
2016.10 - 2017.11
Associate of Arts - Social Work
El Paso Community College
2013.01 - 2015.07
Human Resources, Radio Operator, Training, Transpo
U.S. Army Active Duty
2006.11 - 2012.10
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