ROSALYN SANTOS
Seattle,Wa
Summary
Diligent Receptionist with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Representative
CARAHSOFT
12.2020 - 12.2024
- 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 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Consistently top team performer registering 10 -20 clients to webinars
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into team.
- Exceeded performance metrics consistently, earning recognition as top performer within team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Receptionist/Facility Coordinator
APPLE
01.2019 - 03.2020
- Managed 40 team members relocation from Reston, VA office to DC office
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
Receptionist/Facility Coordinator
TEK SYSTEMS (APPLE)
08.2018 - 12.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
Telecommunications
INOVA HOSPITAL
04.2016 - 06.2017
- Company Overview: Falls Church, VA
- Provided exceptional customer service by promptly addressing inquiries, concerns, and technical issues related to telecommunications services.
- Maximized system reliability with regular monitoring, testing, and recalibration of telecommunications equipment.
- Maintained accurate records of all telecommunications activities, ensuring thorough documentation for future reference and analysis purposes.
- Enhanced customer satisfaction by providing timely customers service
- Managed 50 - 150 incoming calls per shift
Patient Account Representative
DIGNITY HEALTH
07.2012 - 09.2015
- Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
- Posted payments and processed refunds.
- Reviewed insurance eligibility and verified coverage details to minimize claim denials and delays in payment.
- Promoted positive work environment by actively participating in team meetings and contributing ideas for process improvements.
- Worked with outside entities to resolve issues with billing, claims, and payments.
- Streamlined billing processes for increased efficiency in managing patient accounts.
- Provided exceptional customer service, handling sensitive patient situations with professionalism and empathy.
Account Manager
ST. JOHN'S RETIREMENT VILLAGE / STOLLWOOD CONVALESCENT HOSPITAL
10.2010 - 07.2012
- Company Overview: Woodland, CA
- Prepared and organized billing and oversaw the audit process for claims and statement accuracy
- Followed up on unpaid claims and statements; received and posted payments
- Coordinated departmental meetings for monthly triple check of claims
- Collaborated with other departments to enhance patient experience
- Interacted with insurance companies regarding claims
- Advised and informed patients / families about insurance coverage and billing
- Attended monthly quality improvement meetings to collaborate with each department to better serve our patients
- Increased revenue from previously uncollected, aging AR accounts by up to $100,000
- Woodland, CA
Receptionist
NOVATO HEALTHCARE Skilled Nusring Facilty
08.2005 - 10.2010
- Company Overview: formerly Country Villa Novato, Novato, CA
- Conducted facility tours for prospective clients and attended healthcare fairs for marketing purposes
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Improved front desk operations by creating procedures that enhanced communication, customer service, and workflow; as a result, received a promotion to management role and cross-trained in other departments
- Reduced workers' compensation complaints to zero in 3 quarters as safety ambassador for the facility
- Generated staff awareness about work safety, led monthly meetings to identify process improvements, and drove improvements with department heads
- Formerly Country Villa Novato, Novato, CA
Education
High School Diploma -
Hogan High
Vallejo, CA01.2001
Bachelor of Science - Respiratory Therapist
Seattle Central Community College
Seattle, WA01.2029
Skills
- Microsoft Proficiency
- Service Request Coordination
- Experienced with Microsoft Word
- Excel Proficiency
- Email Management
- IDX System Knowledge
- Flowcast Knowledge
- Allscripts Application Knowledge
- EPIC software knowledge
- Experience with Cerner Systems
- Keynote Delivery Skills
- Process Director
- AS/400 System Administration
- Customer Relationship Management
- Customer Engagement
- Strategic Account Oversight
- Financial Transaction Processing
- Receivables Management
- Safety Compliance Management
- Efficient Office Management
- HIPAA Compliance Knowledge
- Resolution Strategies
- Cost Control Strategies
- Cost-Effective Procurement Solutions
Certification
BLS and CPR certified
Languages
tagalog
Limited Working
Timeline
Customer Service Representative
CARAHSOFT
12.2020 - 12.2024
Receptionist/Facility Coordinator
APPLE
01.2019 - 03.2020
Receptionist/Facility Coordinator
TEK SYSTEMS (APPLE)
08.2018 - 12.2018
Telecommunications
INOVA HOSPITAL
04.2016 - 06.2017
Patient Account Representative
DIGNITY HEALTH
07.2012 - 09.2015
Account Manager
ST. JOHN'S RETIREMENT VILLAGE / STOLLWOOD CONVALESCENT HOSPITAL
10.2010 - 07.2012
Receptionist
NOVATO HEALTHCARE Skilled Nusring Facilty
08.2005 - 10.2010
Bachelor of Science - Respiratory Therapist
Seattle Central Community College
High School Diploma -
Hogan High
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