Sarah Rodriguez
San Antonio,TX
Summary
Dynamic Customer Service Representative with a proven track record at Citibank, excelling in conflict resolution and active listening. Recognized for transforming customer complaints into loyalty, consistently exceeding performance metrics. I thrive in high-pressure environments, ensuring customer satisfaction and fostering positive relationships.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Citibank
01.2023 - Current
- 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 the 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Medical Assistant
El Paso Mental Health
09.2021 - 06.2022
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Assisted with billing and coding processes, ensuring accurate insurance claims and patient invoicing.
Medical Assistant
Communicare
09.2020 - 04.2021
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
Customer Service Representative
Conduent
06.2017 - 03.2019
- 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 the company alike.
- Improved resolution time with effective problem-solving for customer complaints.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
South San Antonio High School
San AntonioMedical Assistant
St. Philip's College
San Antonio, TXSkills
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Payment processing
- Microsoft outlook
- Dispute resolution
- Research
- Account updating
- Account management
Timeline
Customer Service Representative
Citibank
01.2023 - Current
Medical Assistant
El Paso Mental Health
09.2021 - 06.2022
Medical Assistant
Communicare
09.2020 - 04.2021
Customer Service Representative
Conduent
06.2017 - 03.2019
South San Antonio High School
Medical Assistant
St. Philip's College
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