Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Stephanie Zeno

Bridgeport,CT

Summary

Customer-focused healthcare support professional with over 10 years of experience in high-volume call centers, dispatch coordination, and patient interaction. Adept at de-escalating urgent calls, routing triage requests, and supporting patients through insurance, pharmacy, and scheduling processes. Background in medical assisting and patient care, with strong attention to HIPAA compliance, empathy, and accurate documentation. Ready to bring compassionate, tech-savvy support to remote healthcare operations.

Overview

13
13
years of professional experience

Work History

Patient Support & Dispatch Team Lead

Amazon Delivery Station
Stratford, Connecticut
09.2025 - Current
  • Managed over 50 daily calls, resolving escalated issues with calm problem-solving techniques.
  • Coordinated urgent dispatch and issue resolution to enhance customer experience.
  • Trained more than 50 new hires quarterly on effective communication and safety protocols.
  • Assisted in developing documentation and real-time support systems for patient-equivalent service.

Customer Service Operations Supervisor

Amazon Delivery Station
Stratford, Connecticut
09.2023 - 08.2025
  • Supervised 30 to 50 staff to ensure compliance and effective service workflows.
  • Handled escalations and resolved process issues under high-stress, fast-paced conditions.
  • Supported team members with system-based call tracking and client service resolution.
  • Coordinated staff schedules to optimize workflow and meet service demands.
  • Resolved customer complaints in a timely manner.

Customer Support Trainer

AMAZON DELVIERY STATION
Stratford, Connecticut
04.2021 - 09.2023
  • Cross-trained over 200 associates in customer service touchpoints to enhance adaptability.
  • Reduced service errors by 20% through targeted, personalized coaching.
  • Directed onboarding and orientation processes, focusing on service procedures and client communication.
  • Collaborated with management to identify training needs and gaps.
  • Ensured compliance with company policies during training activities.

Patient Care Technician

Five Star Nursing
Brooklyn, New York
01.2013 - 08.2020
  • Responded promptly to call lights and addressed requests from patients, families, and staff.
  • Supported nursing staff in delivering comprehensive resident care.
  • Accurately recorded patient intake and output to monitor health status.
  • Educated patients on health management and medication adherence practices.

Education

Associate of Science - Medical Assisting

Mandl School College of Allied Health
New York, NY
06-2019

Certificate - Patient Care Technician

Bulkan's Educational Institue
Brooklyn, NY
04-2018

Associate of Arts - Liberal Arts

CUNY City College of Technology
New York, NY
01-2015

Skills

  • Inbound call handling
  • Patient communication and support
  • HIPAA compliance
  • Problem resolution and de-escalation
  • Windows-based systems
  • Insurance and claims assistance
  • KPI tracking and reporting
  • Team leadership, supervision
  • Remote office availability
  • Multitasking in a high-volume environment
  • Training and performance coaching
  • First Aid/CPR

References

References available upon request.

Timeline

Patient Support & Dispatch Team Lead

Amazon Delivery Station
09.2025 - Current

Customer Service Operations Supervisor

Amazon Delivery Station
09.2023 - 08.2025

Customer Support Trainer

AMAZON DELVIERY STATION
04.2021 - 09.2023

Patient Care Technician

Five Star Nursing
01.2013 - 08.2020

Associate of Science - Medical Assisting

Mandl School College of Allied Health

Certificate - Patient Care Technician

Bulkan's Educational Institue

Associate of Arts - Liberal Arts

CUNY City College of Technology

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