Sarai Cuadrado
Houston,TX
Summary
Qualified customer service professional with great customer service skills. Motivated with over15 years of customer service experience, strong organizational and prioritization abilities. Areas of expertise include problem solving skills and strong organizations skills dedicated and loyal, reliable, high experienced and enthusiastic.
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Harris Health Ben Taub Hospital
04.2022 - Current
- Effectively manages high-stress situations while maintaining professionalism under pressure to resolve disputes and conflicts.
- Addresses patients' and families' complaints with empathy, leading to increased loyalty and trust.
- Responsively attends to requests from patients and their families.
- Enhances patient satisfaction by promptly addressing concerns and providing accurate information.
- Maintains detailed records of patients' interactions, ensuring proper follow-up and resolution of issues by sending a daily rounding log to director.
- Collaborates with team members to address complaints and concerns effectively.
- Provided coaching and mentoring to volunteers
- Promptly responds to inquiries and requests from unit leaders.
- Participate in rounding sessions with managers and other department leaders, as well as attend regular staff meetings and huddles to foster teamwork and continuous improvement.
- Effectively collaborate and maintain open lines of communication with stakeholders across all levels of the hospital, including Environmental Services, Food and Nutrition Services, security personnel, nurse managers, and nurse directors.
- Exhibited high energy and professionalism when dealing with patients and staff.
Administrative Assistant Patient Customer Relations
Harris Health System - Ben Taub Hospital
04.2019 - 04.2022
- Maintained a smooth and organized front desk and reception area, answering 60-80 calls per day. Communicated effectively with staff via email to ensure that every complaint or concern was resolved in a timely manner.
- Assisted customers with complaints or concerns both face-to-face and over the phone, adapting to their needs based on circumstances.
- Created and maintained a pleasant work environment, ensuring high levels of organizational effectiveness and exceptional customer service for visitors and patients.
- Served as the point of contact for 26 Ready Refresh accounts for hospitals and clinics, as well as for the Hero Program.
- Handmade baskets for the Service Recovery Program.
- Prepared meeting agendas, attended meetings, and organized conference rooms, while managing purchase orders for both the Volunteer Services and Patient Experience departments.
- Ordered office supplies, prepared reports, and contributed to various projects as needed.
- Accessed patient information through a variety of office software applications while maintaining strict confidentiality in compliance with HIPAA regulations.
- Utilized Epic daily and generated reports for volunteers conducting rounds.
- Coached and trained new volunteers for front desk operations.
- Organized clothing for service Recover Program.
- Ordered office supplies for both PCR and Volunteer Department.
- Received all PO receipts in Peoples Soft.
- Very familiar with Harris Health System Hospital and Clinics for example frequent asked numbers and how to triage every call
- Helped translate for Support Groups
Office Manager
A Better Bail Bond
02.2010 - 04.2019
- Organized and coordinated administrative duties and office procedures.
- Created and maintained a pleasant work environment, ensuring high levels of organizational effectiveness, communication, and sales.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Assisted in organizing Human Resources by keeping personnel records up to date and arranging and conducting interviews.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Managed office budgets, handled large amounts of cash, and processed credit card payments.
- Reviewed files to ensure accuracy, set goals and deadlines for staff, and managed personnel terminations.
- Answered telephones, directed calls and messages, and communicated with customers, employees, and other individuals to address questions and disseminate information.
- Assisted customers with complaints or concerns over the phone and in person.
- Trained new staff members on work activities, such as using computers and applications, developed sales techniques, prepared meeting agendas, and attended meetings.
- Notarized all Harris County bonds
- Maintained logs of all complaints, returned calls, and offered Service Recovery options, such as coupons and discounts.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Resolved office disputes swiftly and equitably, maintaining harmonious workplace.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
Education
Associates Degree - Business Administration
IPN
Mexico City 01-2004
High School Diploma -
MB Smiley
Houston, Texas01-1999
Skills
- Communication skills
- Multitasking
- Resolving issues and recommending solutions
- Administrative support
- Customer service experience
- Strong verbal communication in person and phone
- Quick learner, dependability
- Fluent in Spanish
- Team player
- Attentive and Caring
- Computer skills, Microsoft Word, Excel, Power Point, Epic
- Problem resolution
- Relationship building
- Conflict resolution
- Complaint handling
Languages
Spanish
Spanish
Full Professional
Spanish
Timeline
Customer Service Representative
Harris Health Ben Taub Hospital
04.2022 - Current
Administrative Assistant Patient Customer Relations
Harris Health System - Ben Taub Hospital
04.2019 - 04.2022
Office Manager
A Better Bail Bond
02.2010 - 04.2019
Associates Degree - Business Administration
IPN
High School Diploma -
MB Smiley
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