Samantha Fernandez
Lakeland,FL
Summary
Dynamic customer service professional with extensive experience at Conduent Call Center, excelling in problem resolution and relationship building. Proven ability to enhance customer satisfaction through active listening and critical thinking. Skilled in data entry and patient-focused care, consistently achieving high levels of service excellence in fast-paced environments.
Professional healthcare provider with strong skills in patient care, vital signs monitoring, and hygiene assistance. Demonstrates exceptional teamwork, ensuring smooth operations and adaptability to changing needs. Reliable and focused on achieving results through compassionate patient interactions and effective communication. Prepared to contribute positively to healthcare teams and patient outcomes.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Conduent Call Center
Lakeland, FL
08.2025 - Current
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Provided professional services and support in a dynamic work environment.
- Enhanced customer satisfaction by providing accurate and timely information on health insurance policies and benefits.
- Achieved consistent high levels of customer satisfaction through empathetic listening and problem-solving skills when addressing concerns or disputes.
- Collaborated with healthcare providers to obtain necessary documentation for patient claims.
Nursing Assistant
Orlando Health Central Hospital
Ocoee, FL
07.2022 - 06.2025
- Assisted patients with daily living activities, ensuring comfort and dignity.
- Monitored vital signs, documenting changes for nursing staff review.
- Maintained cleanliness and organization of patient rooms and equipment.
- Educated patients and families on care procedures and safety protocols.
- Trained new nursing assistants in hospital protocols and patient care techniques.
- Advocated for patient needs, addressing concerns promptly to improve satisfaction levels.
- Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
- Improved patient satisfaction by providing compassionate assistance with daily activities, such as bathing, dressing, and feeding.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Documented care actions by completing records and logs in medical software system.
- Observed or examined patients to detect symptoms that required medical attention such as bruises or open wounds.
- Engaged in housekeeping tasks by replacing linens and cleaning and sanitizing patient rooms.
- Collected blood samples following established protocols to ensure patient safety and specimen integrity.
- Performed venipuncture and capillary puncture procedures with high accuracy and minimal discomfort to patients.
Customer Service Representative
Results Companies
Lakeland, FL
04.2021 - 06.2022
- Managed high-volume call center operations, ensuring prompt service and reduced wait times for customers.
- Streamlined call center operations for increased productivity through effective time management and prioritization of tasks.
- Processed prior authorization requests efficiently, ensuring compliance with insurance guidelines.
- Collaborated with healthcare providers to gather necessary documentation for timely approvals.
- Analyzed and resolved discrepancies in authorization requests, enhancing accuracy of submissions.
- Developed training materials to streamline the onboarding process for new team members.
Sales Associate
SYKES Lakeland
Lakeland, FL
09.2020 - 01.2021
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Engaged customers through product demonstrations, enhancing understanding of features and benefits.
- Processed transactions accurately using point-of-sale systems, ensuring seamless checkout experiences.
- Implemented upselling techniques to increase sales revenue while enhancing customer satisfaction.
- Built relationships with customers to encourage repeat business.
- Maintained knowledge of current promotions, policies, and product features to answer customer inquiries effectively.
House Cleaner
Gloria Carley Cleaning Corporation
Lake Wales, FL
08.2017 - 08.2020
- Implemented inventory tracking system for cleaning supplies, reducing waste and costs.
- Conducted quality inspections to maintain high customer satisfaction levels and service consistency.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Created spotless surfaces by dusting, sweeping, vacuuming and mopping.
- Mopped hardwood, laminate, ceramic, vinyl, glass and wood surfaces.
- Maintained a safe working environment through proper use of cleaning products and equipment.
Customer Service Representative
TJ Maxx, TJX Companies
Winter Haven, FL
08.2018 - 05.2019
- Assisted customers with product inquiries and store navigation.
- Processed transactions efficiently using point-of-sale system.
- Resolved customer complaints, ensuring satisfaction and loyalty.
- Maintained store organization and cleanliness for optimal shopping experience.
Education
High School Diploma -
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Relationship building
- Problem resolution
- Documentation
- Recording vital signs
- Patient-focused care
- Infection control
- HIPAA
- Sample and specimen collection
- Time management
- Ambulatory assistance
Timeline
Customer Service Representative
Conduent Call Center
08.2025 - Current
Nursing Assistant
Orlando Health Central Hospital
07.2022 - 06.2025
Customer Service Representative
Results Companies
04.2021 - 06.2022
Sales Associate
SYKES Lakeland
09.2020 - 01.2021
Customer Service Representative
TJ Maxx, TJX Companies
08.2018 - 05.2019
House Cleaner
Gloria Carley Cleaning Corporation
08.2017 - 08.2020