Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Riana DeLaGarza

Katy,TX

Summary

Polite and professional lead successful in applying strong communication and problem resolution skills to each patient or management issue. Solid history of surpassing call productivity and quality targets in high-volume settings. Knowledgeable and dedicated customer service professional with extensive experience in Urology/Medical field. Solid team player motivated to maintain patient satisfaction and contribute to company success.

Overview

10
10
years of professional experience

Work History

Lead Call Center Representative

Houston Metro Urology
02.2021 - Current
  • Prepared monthly journal entries and reconciliations for my team.
  • Contributed to hiring, training and development of call center teams.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to clinical staff.
  • Assisted team members in transitioning to new system through extensive training and one-on-one support.
  • Partnered with supervisors and office managers to track errors and add contributions to maintain accuracy and efficiency.
  • Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
  • Developed strong working relationships with management and executive team through effective scheduling and communication skills.
  • Gathered employee data to develop monthly work schedules, monthly goals, and enabling proper staffing for call center pod for each shift.
  • Completed logs and reports detailing production data such as call volume, unanswered calls and quality assurance in scheduling, to ensure each employee is meeting expectations.
  • Handled patient complaints, resolved issues, and adjusted policies to meet patients needs.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Responded to patient calls and emails to answer questions about scheduling and questions.
  • Answered over 100 calls per shift to meet fast-paced call center demands.

Administrative Assistant

At Work Staffing
02.2020 - 02.2021
  • Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
  • Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
  • Advertised job opportunities on social media platforms and job boards.
  • Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
  • Coordinated schedules to arrange management interviews with applicants.
  • Assisted with onboarding and orientation of new hires to expedite acclimatization process.
  • Collaborated with hiring managers to understand job requirements and expectations.
  • Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.

Receptionist Clerk

West Houston Subaru
06.2013 - 04.2017
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Responded to inquiries from callers seeking information.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Organized, maintained and updated information in computer databases.
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Collected payments, processed transactions and updated relevant records.
  • Routed incoming mail and messages to relevant personnel without delay.
  • Compiled information from files and research to satisfy information requests.
  • Oversaw office equipment maintenance to support continuous and uninterrupted operations.

Education

High School Diploma -

Stafford High School
Stafford, TX
05.2012

Skills

  • Account Updating
  • Report Preparation
  • Call Control
  • Customer Service
  • Complaint Resolution
  • Quality Assurance
  • Data Entry
  • Staff Management
  • Schedule Development
  • Process Monitoring and Improvement
  • Interpersonal and Written Communication
  • Effective Communication

Accomplishments

Employee of the year for 2023

Timeline

Lead Call Center Representative

Houston Metro Urology
02.2021 - Current

Administrative Assistant

At Work Staffing
02.2020 - 02.2021

Receptionist Clerk

West Houston Subaru
06.2013 - 04.2017

High School Diploma -

Stafford High School

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Riana DeLaGarza