Sandra Iglesias
North Baldwin,NY
Summary
More than 25 years’ successful experience in customer service and support with recognized strengths in telephone, customer service, database & records management, complaint handling, data entry, reports & spreadsheet. Possess solid computer skills. Excellent working knowledge using Windows operating system with applications to include; Aligned Tele Health, IV Centric, Microsoft Office, AMCOM application suite, Maintenance Connection, Aligned Tele Health Universal. Ability to train, motivates, and supervises customer service employees. Primary customer service representative with experience with various service management suites to include BMC ITSM Remedy, Infinity Call Center Software, and Numera Footprints. Bilingual English/Spanish
Overview
24
24
years of professional experience
Work History
Call Center Operator
HCAS Inc.
Bellmore, NY
10.2016 - 03.2024
- Process messages for various home health care agencies, private doctors’ offices and disseminate communications to include ePHI with required confidentiality
- Protecting patients’ rights in accordance with HIPPA
- Coordinate communications with Hospice patients and families to include paging on-call nurse
- Input consults for Aligned Tele Health and assign consultation to medical professionals nationwide
- Input work order tickets to perform maintenance and provide technical support of medical equipment for various hospitals in the NYC area
- Assist Nursing Home patients to process request to receive necessary IV insertions services
- Identified customer needs by actively listening to them during conversations.
- Greeted customers warmly upon answering incoming calls while maintaining professionalism at all times.
Computer Operator 1
GSTEK/GMSI/Cordev Inc.
FT Hamilton Brooklyn, NY
10.1999 - 05.2016
- Management of Phone Repository and Switchboard Management Directory
- Compile and update the Fort Hamilton telephone directory
- Routed incoming calls within Fort Hamilton
- Assisted soldiers in placing moral calls within the greater New York metropolitan area
- Provided metric for installation call volume for analysis of business process
- Duties include ticket input for the Hamilton NEC helpdesk utilizing service desk software (i.e
- Numera Footprint and Remedy ITSM)
- Quickly and effectively solve customer challenges
- Performed data entry tasks, including updating customer information in databases.
- Created detailed reports on system usage, performance metrics and other related data points.
Education
Computer Programming
American Business Institute
New York, NY01.1991
Skills
- Telephone customer service
- Database & records management
- Complaint handling
- Data entry
- Reports & spreadsheet
- Solid computer skills
- Windows operating system
- Aligned Tele Health
- IV Centric
- Microsoft Office
- AMCOM application suite
- Maintenance Connection
- Aligned Tele Health Universal
- Training and supervising customer service employees
- BMC ITSM Remedy
- Infinity Call Center Software
- Numera Footprints
- Bilingual English/Spanish
- Gathering information
- Call Center Operations
- Call controlling
References
Furnished Upon Request
Timeline
Call Center Operator
HCAS Inc.
10.2016 - 03.2024
Computer Operator 1
GSTEK/GMSI/Cordev Inc.
10.1999 - 05.2016
Computer Programming
American Business Institute
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