Rosa Cantu
Oak Street Health
Charlotte,NC
13
years of professional experience
Dynamic service advocate with strong background in customer service, adept at handling client inquiries and resolving issues efficiently. Skilled in communication, problem-solving, and conflict resolution, consistently ensuring safety protocols and customer satisfaction. Highly adaptable, team-oriented, and results-driven, thriving in fast-paced environments. Commited and passionate about fostering positive customer experiences and contributing to team success.
Work History
Service Advocate
3 Years- Coordinated client communications as primary point of contact, delivering education and solutions for service-related issues.
- Collaborated with internal teams and external partners to resolve complex client issues.
- Sustained performance across high call and case workloads, meeting quality and customer satisfaction metrics while maintaining service excellence.
- Recorded case details accurately and consistently while adhering to confidentiality and compliance requirements.
- Assessed conflict signals and de-escalated sensitive, emotionally charged situations using professional communication and empathetic engagement.
Call Center Representative
2 Years 11 Months- Delivered prompt, accurate responses to high-volume inbound calls for urgent care clinics, supporting patient appointment coordination and clinical inquiry resolution.
- Conducted patient intake by gathering demographics, symptoms, and insurance information to ensure accurate medical records.
- De-escalated sensitive or emotionally charged situations with professionalism and empathy, ensuring patient comfort and satisfaction.
- Applied HIPAA guidelines while handling sensitive patient information and confidential communications.
Order Processing Specialist
2 Years 6 Months- Entered, reviewed, and maintained orders in systems, ensuring compliance with internal SOPs to facilitate accurate order processing.
- Coordinated with warehouse, logistics, and supply chain teams to ensure prompt shipment.
- Managed backorders and substitutions, expediting requests for critical medications to minimize delays in customer service.
- Responded to customer inquiries on order status and delivery times, resolving discrepancies to enhance customer satisfaction.
Staffing Specialist
3 Years 6 Months- Managed full-cycle recruiting across multiple clients and job requisitions, ensuring timely placements and alignment with client needs.
- Recruited candidates using job board referrals and social media to support talent acquisition needs.
- Coordinated scheduling and completion of background checks and drug screens while preparing onboarding documentation to facilitate smooth new-hire integration.
- Developed durable client and candidate relationships through consistent communication to sustain engagement and retention rates.
Front Desk Representative
4 Months- Provided professional, friendly assistance to visitors and callers to support front-desk operations.
- Managed office operations support and coordinated scheduling to optimize workflow.
- Managed call handling and routing for multi-line phone system to support smooth front-desk operations.
- Collected payments and processed transactions to ensure accurate financial records.
- Oversaw front desk and reception area cleanliness and organization to support positive visitor experience.
Education
Diploma
Skills
Customer Service background
HIPAA compliance
Attention to detail
Complex problem solving
Effective communication
Case documentation
Active listening
Decision-making skills
Team collaboration
Conflict resolution
Languages: Spanish
Personal Information
Title: Service Advocate Specialist
Timeline
Service Advocate
Oak Street Health
10.2023 - CurrentRead More
Call Center Representative
StarMed Healthcare
09.2020 - 08.2023Read More
Order Processing Specialist
Tanner Pharma Group
12.2017 - 06.2020Read More
Staffing Specialist
Accurate Staffing
06.2014 - 12.2017Read More
Front Desk Representative
Confia Insurance
12.2013 - 04.2014Read More
Olympic High School
Diploma
Read More