Epic Systems
Rebeca Guzman
Hamden,CT
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
Work History
Administrative Assistant- Remote
CMW Roofing And Siding
01.2022 - Current
- Provide general administrative support, including answering phones, managing emails, and handling office correspondence. Schedule appointments, meetings, and coordinate logistical details to ensure smooth operations.
- Accurately input and maintain records, databases, and other essential information.
- Assist in the creation and formatting of documents, reports, and presentations.
- Communicate with clients in a professional and friendly manner, addressing inquiries and providing information as needed.
- Work collaboratively with team members and other departments to ensure seamless operations.
Contact Center Supervisor
Cornell Scott Hill Health Center
01.2018 - 10.2021
- Drive the operational success of the call center per the expectations set by the Chief Operations Officer
- Complete annual employee reviews -Ensure that all direct reports maintain job requirements pertinent to assigned positions at all times
- Ensure departmental standards and practices are consistent with goals and in compliance
Provide feedback to team members regarding improvement opportunities. - Accomplished call center resource objectives by recruiting, selecting and orienting new employees.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Used automated call center customer survey and tracking system to gain valuable feedback for continuous improvement efforts.
- Met call center financial objectives by estimating requirements and preparing annual budgets.
Call Center Representative Specialist
Cornell Scott Hill Health Center
09.2013 - 01.2018
- Assist in training call center team members to always meet the team high standards.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
Receptionist
Time For Smiles Dental Center
12.2011 - 09.2013
- Routed incoming mail and messages to relevant personnel without delay.
- Assisted in the onboarding of new employees by preparing orientation materials and providing guidance on company policies.
- Organized, maintained and updated information in computer databases.
- Confirmed appointments, communicated with clients, and updated client records.
- Managed insurance claims -Provided general administrative and clerical support
- Identified errors and re-filed denied or rejected claims quickly to prevent payment delays.
Applied payments, adjustments and denials into medical manager system.
Education
Associate of Science - Business Management
Gateway Community College
New Haven, CT06.2016
Skills
Training and Development
Business Development
Quality Assurance
Coaching and Mentoring
Customer service focus
Staff Management
Software
Centricity
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Administrative Assistant- Remote
CMW Roofing And Siding
01.2022 - Current
Contact Center Supervisor
Cornell Scott Hill Health Center
01.2018 - 10.2021
Call Center Representative Specialist
Cornell Scott Hill Health Center
09.2013 - 01.2018
Receptionist
Time For Smiles Dental Center
12.2011 - 09.2013
Associate of Science - Business Management
Gateway Community College
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