Paola Ibanez Mercado
West Palm Beach,FL
Summary
Experienced in customer service and administrative support, with a background in managing patient interactions and scheduling appointments. Demonstrated ability to monitor call queues and prioritize urgent inquiries, ensuring timely resolution of customer complaints. Maintained accurate records of customer interactions and transactions, contributing to improved service delivery. Proficient in CRM software and EHR systems, facilitating effective communication and data management.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Call Center Representative
Spine and Orthopedic Specialist
09.2024 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Experience with scheduling software and other relevant tools.
Medical Receptionist
Interventional Pain Physicians of South Florida
01.2022 - 09.2024
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
Manager
Macy's
04.2019 - 11.2021
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Education
Santaluces High School
Lantana FlSkills
- Problem-solving skills
- Customer support
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Data gathering
- Appointment scheduling
- Office administration
- Organization skills
- Insurance coverage verification
- Software expertise
- Payment posting
Certification
- Certified Medical Assistant|
- Driver's License
- CPR Certification
Timeline
Call Center Representative
Spine and Orthopedic Specialist
09.2024 - Current
Medical Receptionist
Interventional Pain Physicians of South Florida
01.2022 - 09.2024
Manager
Macy's
04.2019 - 11.2021
Santaluces High School
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