Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Susana Rodriguez-Lorenson

Brentwood

Summary

Dynamic and goal-oriented professional with a proven track record at the Internal Revenue Service, adept at enhancing customer satisfaction through empathy and efficient problem resolution. Skilled in data entry and assertive communication, I excel in high-pressure environments, ensuring seamless operations and compassionate support for all type of tax practitioner, tax payers and patients alike.

Knowledgeable Account Management with solid foundation in customer interaction and problem resolution. Adept at managing high-volume inquiries while ensuring customer satisfaction. Demonstrated ability in conflict resolution and effective communication.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

7
7
years of professional experience

Work History

Contact Representative

Internal Revenue Service, IRS
10.2020 - Current
  • Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
  • Provided exceptional service by proactively addressing customers'' needs and concerns.
  • Improved customer satisfaction by resolving issues efficiently and professionally.
  • Demonstrated empathy when addressing sensitive situations, creating trust between the company and clientele.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Identified and resolved discrepancies and errors in customer accounts.

Medical Office Receptionist

Premier Cardiology Group
05.2018 - 10.2020
  • Improved patient satisfaction by efficiently managing front desk operations and addressing inquiries professionally.
  • Increased office productivity by multitasking efficiently during peak hours, handling multiple responsibilities simultaneously.
  • Handled sensitive situations compassionately when dealing with distressed patients or families during difficult times.
  • Collaborated with medical staff to ensure seamless communication and coordination of patient care.
  • Assisted in billing processes, ensuring accurate records and timely payments from insurance companies and patients.

Education

High School Diploma -

Brentwood Ross High School
Brentwood, NY
06-1984

Skills

  • Goal oriented
  • Empathy and patience
  • Data entry proficiency
  • Assertiveness

Interests

  • Participating in Make America Great Again (MAGA) movement Educate family, friends and neighbors how important this movement is for future generation
  • Getting involved in local election in Republican Party to promote positive change in the community

Timeline

Contact Representative

Internal Revenue Service, IRS
10.2020 - Current

Medical Office Receptionist

Premier Cardiology Group
05.2018 - 10.2020

High School Diploma -

Brentwood Ross High School

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