Raquel Hernandez
Paterson,NJ
Summary
I work well with others, build positive relationships quickly, and create an environment where teamwork and collaboration thrive. I am patient, understanding, and always approach situations with empathy and professionalism, which helps me resolve conflicts and maintain a positive atmosphere. My ability to listen, adapt, and connect with people from diverse backgrounds allows me to provide excellent service and contribute to a strong team culture. Bilingual in Spanish and English, ensuring effective communication with diverse patient populations.
Overview
2
2
years of professional experience
Work History
Call Center Representative
Pcnj
Paterson, NJ
09.2023 - 07.2025
- 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.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Medical Assistant
Podiatry Office
Paterson, NJ
08.2023 - 07.2025
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Helped improve patient outcomes by educating and advising on relevant treatments and care.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
Front Desk Receptionist
Pcnj
Paterson, NJ
08.2023 - 07.2025
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Scheduled, coordinated and confirmed appointments and meetings.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Confirmed appointments, communicated with clients, and updated client records.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
Education
Eastside Highschool
Paterson, NJ06.2022
Skills
- Medical terminology knowledge
- Reliable team player
- Professionalism and ethics
- Sterilization techniques
- Fluent in Spanish/English
- Trustworthy companion
- Adaptable
- Medical billing and coding
- Reliable
- Customer service
- Organization
- Flexible schedule adaptability
- Honest and dependable
- Strong communication and interpersonal skills
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Call Center Representative
Pcnj
09.2023 - 07.2025
Medical Assistant
Podiatry Office
08.2023 - 07.2025
Front Desk Receptionist
Pcnj
08.2023 - 07.2025
Eastside Highschool