Summary
Overview
Work History
Education
Skills
Timeline
Generic

Roxanne Padilla

Albuquerque,NM

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

28
28
years of professional experience

Work History

Customer Service Representative

Glaztech Industries
08.2020 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Managed timely and effective replacement of damaged or missing products.

Customer Service Scheduling Specialist

TLC Plumbing & Heating
02.2018 - 03.2020
  • Provided exceptional customer support by empathetically listening to concerns and offering prompt solutions to maintain positive relationships.
  • Utilized advanced problem-solving skills to address unforeseen challenges related to scheduling conflicts or resource allocation issues promptly.
  • Facilitated clear communication between customers and service technicians, improving appointment punctuality and overall experience.
  • Submitted requests and changes into scheduling system and created accurate customer service schedules.
  • Investigated and resolved customer inquiries and complaints quickly.

Scheduling Specialist

Lowe's Companies Inc
08.2014 - 10.2018
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Provided primary customer support to internal and external customers.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Medical Appointment Scheduler

Staffing Solutions
09.2013 - 08.2014
  • Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
  • Managed complex schedules for multiple healthcare providers, ensuring timely patient care and provider availability.
  • Promoted a positive office culture through clear communication, collaboration, and mutual respect among team members during all aspects of appointment scheduling tasks.
  • Contributed to office efficiency by accurately entering and updating patient information in electronic health record systems.
  • Maintained accurate patient records for proper tracking of patient history and treatment.
  • Registered and verified patient records before triage with most up-to-date information.

Medical Receptionist

El Pueblo Health Services
08.1996 - 01.2000
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Organized paperwork such as charts and reports for office and patient needs.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
  • Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
  • Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
  • Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
  • Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
  • Reduced no-shows by implementing appointment reminder system through phone calls.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Assisted with medical coding and billing tasks.
  • Greeted visitors and initiated triage processes for clients to streamline patient flow.

Education

High School Diploma -

Cibola High School
Albuquerque

No Degree - Medical Assistant

Franklin Medical/Business College
Albuquerque

Skills

  • Customer Service
  • Active Listening
  • Problem-solving abilities
  • Data Entry
  • Critical Thinking
  • Call center experience
  • Computer Proficiency
  • Appointment Scheduling
  • Medical terminology knowledge
  • Call Management
  • Multi-line phone talent

Timeline

Customer Service Representative

Glaztech Industries
08.2020 - Current

Customer Service Scheduling Specialist

TLC Plumbing & Heating
02.2018 - 03.2020

Scheduling Specialist

Lowe's Companies Inc
08.2014 - 10.2018

Medical Appointment Scheduler

Staffing Solutions
09.2013 - 08.2014

Medical Receptionist

El Pueblo Health Services
08.1996 - 01.2000

High School Diploma -

Cibola High School

No Degree - Medical Assistant

Franklin Medical/Business College
Roxanne Padilla