Gina Parcy Lema
Brandywine,MD
Summary
Compassionate and detail-oriented administrative professional with extensive experience in healthcare support, office operations, and high-volume customer service. Expertise in patient intake, scheduling, benefit verification, and meticulous documentation ensures seamless operational flow. Proven ability to train and mentor team members while fostering collaboration and maintaining strict compliance with policies. Strong customer service orientation combined with exceptional multitasking skills enables effective management of competing priorities in dynamic medical and administrative environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Certified Nurse Assistant / Hospice Support/Peer Mentor
Various Facilities
05.2024 - Current
- Assisted patients with daily living activities, ensuring comfort and safety.
- Monitored vital signs and reported changes to nursing staff for timely interventions.
- Maintained accurate patient records, enhancing communication among healthcare teams.
- Provided emotional support to patients and families, fostering a compassionate environment.
- Collaborated with interdisciplinary teams to develop and implement patient care plans.
Customer Service Specialist
Exelon
05.2023 - 05.2024
- Resolved customer inquiries through various communication channels, ensuring timely and effective support.
- Collaborated with cross-functional teams to enhance customer experience and streamline service processes.
- Managed escalated cases by coordinating with relevant departments to deliver rapid solutions for customers.
- Managed high call volume while maintaining a courteous and professional demeanor.
Customer Service Representative
Amazon
08.2020 - 01.2023
- Performed intake and data entry while maintaining confidentiality.
- Handled high call volumes professionally, meeting service targets.
- Resolved customer inquiries through multiple channels, ensuring timely and effective support.
- Cultivated strong relationships with clients to enhance customer satisfaction and loyalty.
- Utilized CRM software for tracking interactions and managing customer accounts efficiently.
Education
Bachelor of Science - Neurobiology
Prince George's Community College
Upper Marlboro, MD05-2027
High School Diploma -
Frederick Douglass High School
Upper Marlboro, MD05-2025
Skills
- Office administration management
- Patient intake management
- Benefit Verification Support
- Team Training & Mentorship
- Case Management Support
- Client Advocacy & Outreach
- Microsoft Office High Call Volume Handling
- Crisis De-escalation & Interpersonal Communication
- Reliable team player
- Patient care
- Basic life support
- Vital signs monitoring
Certification
- Certified Nurse Assistant (CNA) - Since May 2024
- Currently pursuing Geriatric Nursing Assistant (GNA) License
Languages
French - Intermediate
Timeline
Certified Nurse Assistant / Hospice Support/Peer Mentor
Various Facilities
05.2024 - Current
Customer Service Specialist
Exelon
05.2023 - 05.2024
Customer Service Representative
Amazon
08.2020 - 01.2023
Bachelor of Science - Neurobiology
Prince George's Community College
High School Diploma -
Frederick Douglass High School