Stephany Romero
Houston,TX
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, questions, issue resolution and client intake.
Experienced with handling patient inquiries and providing support in healthcare setting. Utilizes strong communication skills and empathy to resolve issues and ensure patient satisfaction. Knowledge of healthcare protocols and procedures, contributing to efficient and effective service delivery.
Overview
11
11
years of professional experience
Work History
Testing Proctor
SW Testing Proctor Center
Houston, TX
12.2025 - Current
- Administered standardized tests, ensuring adherence to protocols and security measures.
- Monitored test environments, maintaining focus and minimizing distractions for participants.
- Expedited exam scoring and reporting through the efficient usage of computerized systems for data entry and analysis.
- Promoted academic integrity among test-takers by enforcing strict policies against cheating and plagiarism.
- Enhanced test security by implementing strict proctoring procedures and maintaining a vigilant presence during exams.
- Enabled a smooth testing process by effectively allocating proctoring staff to cover all necessary areas and responsibilities during exams.
- Reduced instances of test-related issues or disruptions by addressing technical problems promptly and effectively.
- Safeguarded sensitive information on student performance by adhering to strict confidentiality guidelines when handling exam results or discussing outcomes with stakeholders.
- Supported students with disabilities by making necessary accommodations to ensure equal access to tests and assessments.
- Assisted in streamlining the testing process through consistent implementation of standardized policies and procedures across all exams.
- Contributed to a higher rate of successful test completions by providing clear instructions and answering student queries promptly.
- Fostered a positive testing atmosphere with professional demeanor, strong communication skills, and a calm approach during high-stress situations.
- Streamlined client intake processes to enhance efficiency and reduce wait times.
Customer service health representative
Matrix medical network
09.2023 - 01.2024
- 200 +Outbound calls
- Schedule members for in home & Telehealth wellness exams
- Sales
- Update members PHI
- Multi task multiple systems
- Provide exceptional customer service Notate detailed information about wellness exam
Customer service health representative
Matrix medical network
09.2023 - 01.2024
- 200 +Outbound calls
- Schedule members for in home & Telehealth wellness exams
- Sales
- Update members PHI
- Multi task multiple systems
- Provide exceptional customer service Notate detailed information about wellness exam
Customer service health representative
Matrix medical network
09.2023 - 01.2024
- 200 +Outbound calls
- Schedule members for in home & Telehealth wellness exams
- Sales
- Update members PHI
- Multi task multiple systems
- Provide exceptional customer service Notate detailed information about wellness exam
Customer service/ appointment setter
Papá pals care center
12.2021 - 12.2022
- Responsible for providing exceptional customer service
- Assist members by creating tickets for technical support & missed payments
- Conduct assessments of members to evaluate health and loneliness.
- Enroll new members
- Assist with complaints and submit grievances
- 180 + calls
- Communicate with member & Papa Pals using text app
- Providing technical support instructions for papa pals and members
Customer service/ appointment setter
Papá pals care center
12.2021 - 12.2022
- Responsiblew for providing exceptional customer service
- Assist members by creating tickets for technical support & missed payments
- Conduct assessments of members to evaluate health and loneliness.
- Enroll new members
- Assist with complaints and submit grievances
- 180 + calls
- Communicate with member & Papa Pals using text app
- Providing technical support instructions for papa pals and members
Customer service/ appointment setter
Papá pals care center
12.2021 - 12.2022
- Responsiblew for providing exceptional customer service
- Assist members by creating tickets for technical support & missed payments
- Conduct assessments of members to evaluate health and loneliness.
- Enroll new members
- Assist with complaints and submit grievances
- 180 + calls
- Communicate with member & Papa Pals using text app
- Providing technical support instructions for papa pals and members
SBA customer service representative
U.S Small Business Administration
04.2019 - 12.2021
- Provide exceptional customer service help customers with loan status
- Guide customers through the loan application process
- Assist with questions regarding loans
SBA customer service representative
U.S Small Business Administration
04.2019 - 12.2021
- Provide exceptional customer service help customers with loan status
- Guide customers through the loan application process
- Assist with questions regarding loans
SBA customer service representative
U.S Small Business Administration
04.2019 - 12.2021
- Provide exceptional customer service help customers with loan status
- Guide customers through the loan application process
- Assist with questions regarding loans
Disaster Recovery Specialist
FEMA Agency
10.2017 - 02.2019
- Assist victims and register victims for disaster benefits
- Provided referrals to other organizations as needed
- Provided high-level customer service while registering victims with the intake system by obtaining their confidential information
- Ensured detail of losses
- Advised victims of the appeal process
Disaster Recovery Specialist
FEMA Agency
10.2017 - 02.2019
- Assist victims and register victims for disaster benefits
- Provided referrals to other organizations as needed
- Provided high-level customer service while registering victims with the intake system by obtaining their confidential information
- Ensured detail of losses
- Advised victims of the appeal process
Disaster Recovery Specialist
FEMA Agency
10.2017 - 02.2019
- Assist victims and register victims for disaster benefits
- Provided referrals to other organizations as needed
- Provided high-level customer service while registering victims with the intake system by obtaining their confidential information
- Ensured detail of losses
- Advised victims of the appeal process
Customer service/ Appointment setter
Trusted Senior Specialist
05.2015 - 11.2016
- Assisting customers with new health plans and informing them about benefits
- Schedule in home appointments with licensed insurance agents
- Responsible for meeting sales quota
- 200+ outbound calls
Customer service/ Appointment setter
Trusted Senior Specialist
05.2015 - 11.2016
- Assisting customers with new health plans and informing them about benefits
- Schedule in home appointments with licensed insurance agents
- Responsible for meeting sales quota
- 200+ outbound calls
Customer service/ Appointment setter
Trusted Senior Specialist
05.2015 - 11.2016
- Assisting customers with new health plans and informing them about benefits
- Schedule in home appointments with licensed insurance agents
- Responsible for meeting sales quota
- 200+ outbound calls
Education
GED -
Pearson VUE testing center
Skills
- Proficient in customer service for 10 years
- Experience inbound & outbound
- Bilingual Spanish/English
- CRM
- Client intake expertise
- Microsoft outlook
- Microsoft word
- Microsoft excel
- Meticulous attention to detail
- Extensive sales background
- Scheduling appointments
- HIPPA regulation’s
- Technical & troubleshooting support
- Attentive listening skills
- Strong customer service abilities
- Provide appropriate solutions
- 200 outbound & inbound experience
- Multi task multiple systems
- Ticketing system
- Ability to work in fast paced environment
- Time management skills
- Experience with Five 9 & ring central
- Data entry
- Patient & empathetic mindset
- Analytical skills
- Ability to handle difficult calls without escalation
- Experience in healthcare environment
- Test security
- Student support
- Technology proficiency
- Test administration
- Exam monitoring
- Microsoft office
- Documentation
- Proctoring techniques
- Assessments
- Instructional support
- Test proctoring
- Confidentiality
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Attention to detail
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Classroom management
- Active listening
- Effective communication
- Adaptability and flexibility
- Positive learning environment
- Decision-making
- Relationship building
- Task prioritization
- Self motivation
- Analytical thinking
- Conflict resolution
- Goal setting
- Professionalism
- Interpersonal communication
- Time management abilities
- Written communication
- Critical thinking
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Client relations
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Order processing
- Team development
- Administrative support
- Microsoft PowerPoint
- Microsoft Office Suite
- Data collection
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Building rapport
- Technical support
- Quality control
- Clerical support
- Live chat support
- Filing
- Dispute resolution
- Product sales
- Product and service solutions
- Multi-line phone talent
- Coordination
- Assertiveness
- Sales expertise
- Account management
- Reading comprehension
- Spreadsheets
- Service upselling
- CRM software proficiency
- Technical troubleshooting
- Remote support
- Customer service expert
- Issue troubleshooting
- User support
- Technical issues analysis
- Service support
- Desktop support
- Windows 10
- Account updating
- User credential management
- Ticket management
- Access issue resolution
- Ticket support system management
- Microsoft office specialist (MOS)
- Spanish translation
- Fluent bilingualism
- Customer support
- Caller assistance
- Database management
- CRM systems
- Verbal and written communication
- Flexibility and adaptability
- Client relationship management
- Customer needs assessment
- Stress management
- Telephone etiquette
- Strong interpersonal skills
- Bilingual communication
- Complaint tracking
- Call escalation resolution
- Spanish/ English fluency
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Testing Proctor
SW Testing Proctor Center
12.2025 - Current
Customer service health representative
Matrix medical network
09.2023 - 01.2024
Customer service health representative
Matrix medical network
09.2023 - 01.2024
Customer service health representative
Matrix medical network
09.2023 - 01.2024
Customer service/ appointment setter
Papá pals care center
12.2021 - 12.2022
Customer service/ appointment setter
Papá pals care center
12.2021 - 12.2022
Customer service/ appointment setter
Papá pals care center
12.2021 - 12.2022
SBA customer service representative
U.S Small Business Administration
04.2019 - 12.2021
SBA customer service representative
U.S Small Business Administration
04.2019 - 12.2021
SBA customer service representative
U.S Small Business Administration
04.2019 - 12.2021
Disaster Recovery Specialist
FEMA Agency
10.2017 - 02.2019
Disaster Recovery Specialist
FEMA Agency
10.2017 - 02.2019
Disaster Recovery Specialist
FEMA Agency
10.2017 - 02.2019
Customer service/ Appointment setter
Trusted Senior Specialist
05.2015 - 11.2016
Customer service/ Appointment setter
Trusted Senior Specialist
05.2015 - 11.2016
Customer service/ Appointment setter
Trusted Senior Specialist
05.2015 - 11.2016
GED -
Pearson VUE testing center