Summary
Overview
Work History
Education
Skills
Timeline
BusinessDevelopmentManager
Robert Caggiano

Robert Caggiano

Buffalo,NY

Summary

Adept at enhancing customer satisfaction and maintaining patient confidentiality, I leveraged my strong interpersonal skills and data entry proficiency at Centivo Health to resolve inquiries efficiently, boosting first-call resolution rates. My background spans from healthcare support to property management, emphasizing complaint resolution and multitasking abilities, underscoring a commitment to excellence and continuous improvement.

Overview

29
29
years of professional experience

Work History

Health Care Customer Service Rep.

Centivo Health
12.2023 - Current
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Photographer

IVueit
08.2020 - Current
  • Digitally edited photos to enhance appearance.
  • Delivered high-quality images under tight deadlines, demonstrating strong time management skills.
  • Edited, toned, captioned, and uploaded photographs for publication.
  • Took photos from different angles and perspectives to capture perfect images.
  • Photographed high-quality images for various print and digital projects.
  • Provided exceptional customer service throughout the entire process from initial consultation to delivery of final products.

Customer Service Representative

Navient, B.P.O. , LLC
04.2023 - 12.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Assistant Retail Store Manager

Cumberland Farms
04.2013 - 09.2018
  • Oversaw daily operations, ensuring smooth workflow while adhering to company policies and procedures.
  • Maintained visual merchandising standards to create an engaging shopping experience for customers.
  • Completed routine store inventories.
  • Empowered team members by delegating tasks effectively while also offering guidance when needed.
  • Trained and managed associates in customer service and sales techniques.
  • Managed scheduling for store shifts to accomplish proper staffing.
  • Enhanced customer satisfaction by resolving conflicts, addressing concerns, and providing exceptional service.

Property Manager

RC Management & Development Co, Inc.
03.1996 - 12.2013
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
  • Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
  • Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
  • Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
  • Coordinated with janitorial and engineering staff on maintenance and upkeep.

Education

GED -

New York State Department Of Education
Buffalo, NY
01-2013

Skills

  • Patient confidentiality
  • Call center experience
  • Data entry proficiency
  • Follow-up skills
  • Strong interpersonal skills
  • Record maintenance
  • Patient identity verification
  • Complaint processing
  • Quality Assurance
  • Professional telephone demeanor
  • Complaint resolution
  • Following scripts
  • Policy Adherence
  • Account updating
  • Salesforce CRM
  • Office equipment proficiency
  • Multitasking Abilities

Timeline

Health Care Customer Service Rep.

Centivo Health
12.2023 - Current

Customer Service Representative

Navient, B.P.O. , LLC
04.2023 - 12.2023

Photographer

IVueit
08.2020 - Current

Assistant Retail Store Manager

Cumberland Farms
04.2013 - 09.2018

Property Manager

RC Management & Development Co, Inc.
03.1996 - 12.2013

GED -

New York State Department Of Education

Similar Profiles

CREATE PROFILE
Robert Caggiano