Sandra Zayas
Miami
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Overview
33
33
years of professional experience
1993
1993
years of post-secondary education
Work History
Call Center Representative
United Healthcare Group
Eden Prairie
07.2022 - Current
- Handled patients inquiries with empathy and professionalism.
- Documented patients interactions in CRM system for accurate records.
- Maintained knowledge of healthcare policies to assist clients effectively.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every patient.
- Maintained high levels of professionalism while interacting with patients via phone.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated patients chart, addresses and contact information within call management databases.
- Navigated through computer systems to review information and respond appropriately.
- Maintained strong call control and quickly worked through scripts to address problems.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Assisted patients with navigating the company's website to locate desired information or items for purchase.
- Attended regular training sessions on updates and changes within the industry or organization.
- Managed appointment scheduling and coordinated with medical staff for patient needs.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Updated patient files in accordance with company policy and procedure guidelines.
- Adhered to HIPAA regulations when handling confidential patient information.
- Verified patient demographic information in order to ensure accuracy of data entry.
- Scheduled appointments for patients using the electronic health records system.
- Verified demographics and insurance information to register patients in computer system and update insurance.
- Handled high volume of incoming calls, providing exceptional customer service to patients.
Call Center Representative
DentaQuest
Remote Call Center
08.2021 - 02.2022
- Managed high volume of incoming calls
- Verify personal information to authenticate customer
- Handled members dental questions
- Walked customers thru the Web Portal to Find a Dentist and see their Benefits
- Strong problem-solving ability
- Available to multitask
- Independent worker who does not need supervision
- Able to learn new products or procedures quickly
Opportunity
Florida Economic Department
Remote Call Center
05.2020 - 08.2020
- Company Overview: (Unemployment Office)
- Managed high volume of incoming calls
- Verify personal information to authenticate customer
- Handled customers questions
- Strong problem-solving ability
- Available to multitask
- Independent worker who does not need supervision
- Able to learn new products or procedures quickly
- Walked customers thru the completion of their unemployment application
- (Unemployment Office)
Reception/Front Desk
Angel Leal Law Firm
Miami
04.2018 - 03.2020
- Responsible to turn on multi line telephone system every morning.
- Responsible to receive incoming calls from clients and direct to correct lawyer.
- Screened all calls and took messages if needed to send via email to the appropriate person.
- Scheduled appointments and managed calendar.
- Collect and deliver incoming mail and documents from clients.
- Keep conference room organize and clean.
- Maintained reception area in neat and professional manner.
- Respond to clients inquire and direct to appropriate person.
- Show clients to lawyer’s offices, waiting areas, and conference room.
Telemarketing
Caremax Medical Centers
Miami
11.2016 - 04.2018
- Make outgoing calls from list given by supervisor to bring in new patients to the medical center.
- Arrange events in low-income buildings to bring new patients.
- Mail out brochures on the medical center.
- Coordinate the daily activities in the center for the patients.
Telemarketing
Complete MD Medical Group
Miami
11.2015 - 11.2016
- Make outgoing calls from list given by supervisor to bring in new patients to the medical center.
- Arrange events in low income buildings to bring new patients.
- Mail out brochures on the medical center.
- Coordinate the daily activities in the center for the patients.
After School Counselor
YMCA
Miami
09.2014 - 12.2014
- Promoted good behavior by using the positive reinforcement method.
- Promoted language development skills through reading and storytelling.
- Assisted the lead teacher with snack time, arts and crafts.
- Kept classrooms clean by sterilizing and disinfecting children's toys and surfaces.
- Organized small groups of children while transitioning to and from outdoor play.
- Administered minor first aid to sick and injured students.
- Maintained a child-friendly environment by allowing frequent access to outdoor activities.
- Addressed behavioral and learning issues with parents and daycare management staff.
- Sparked imagination by helping children discover new things each day.
- Documented daily food attendance, enrollments and withdraws and monthly food claims in state-regulated system.
- Interpreted for Spanish-speaking parents and guardians.
- Planned and led games, reading time and singing for 15 children.
- Encouraged child involvement in classroom experiences.
- Familiarized parents with center’s policies, regulations, fees and curriculum.
- Set up children’s play areas and bookshelves areas daily.
- Reported parent complaints and comments to managers.
Cashier/Customer Service
Palace .99 Discount Store
Miami
10.2010 - 09.2014
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
- Created new processes and systems for increasing customer service satisfaction.
- Worked as a team member performing cashier duties, product assistance and cleaning.
- Expressed appreciation and invited customers to return to the store.
- Served as the company's only bilingual Spanish/English customer service representative.
- Assisted customers with store and product complaints.
- Guaranteed positive customer experiences and resolved all customer complaints.
- Recommended, selected and helped locate merchandise based on customer needs and desires.
- Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.
- Stocked and rotated inventory regularly.
- Organized the store by returning all merchandise to its proper place.
- Replenished merchandise shelves with items from the stockroom.
- Processed merchandise returns and exchanges.
Real Estate Processor
American Title Association
Miami
01.2001 - 01.2003
- Responsible for gathering all the data needed to close a Real Estate transaction, by use of all available software and one on one contact with buyers, sellers, realtor's, mortgage companies, and mortgage brokers.
- Processed all Real Estate files each day in a timely manner.
Real Estate Processor
Alos & Associates, P.A
Miami
01.1999 - 01.2001
- Responsible for gathering all the data needed to close a Real Estate transaction, by use of all available software and one on one contact with buyers, sellers, realtor's, mortgage companies, and mortgage brokers.
- Processed all Real Estate files each day in a timely manner.
Office Manager
RC Aluminum Industries
Miami
01.1993 - 01.1999
- Responsible for managing client accounts, preparing documents, collections, employee's attendance, scheduling meetings, and answering inbound/outbound calls.
- Processed all transactions each day in a timely manner.
- Answered customers' questions and addressed problems and complaints in person and via phone.
- Built customer confidence by actively listening to their concerns and giving appropriate feedback.
- Built and maintained effective relationships with peers and upper management.
Education
Southwest High School
Miami, FLSkills
- CRM documentation
- Healthcare policies
- Call management
- Patient scheduling
- Insurance verification
- Data accuracy
- Effective communication
- Active listening
- Team collaboration
- Problem solving
- Attention to detail
- Time management
- Call documentation skills
- English/Spanish fluency
- Data entry
Timeline
Call Center Representative
United Healthcare Group
07.2022 - Current
Call Center Representative
DentaQuest
08.2021 - 02.2022
Opportunity
Florida Economic Department
05.2020 - 08.2020
Reception/Front Desk
Angel Leal Law Firm
04.2018 - 03.2020
Telemarketing
Caremax Medical Centers
11.2016 - 04.2018
Telemarketing
Complete MD Medical Group
11.2015 - 11.2016
After School Counselor
YMCA
09.2014 - 12.2014
Cashier/Customer Service
Palace .99 Discount Store
10.2010 - 09.2014
Real Estate Processor
American Title Association
01.2001 - 01.2003
Real Estate Processor
Alos & Associates, P.A
01.1999 - 01.2001
Office Manager
RC Aluminum Industries
01.1993 - 01.1999
Southwest High School