Bilingual Customer Service professional with knowledge of service delivery and proven multitasking abilities, adept at providing detailed and correct information to inquiring customers in a polite and helpful demeanor. Skilled in front desk management and call routing. Proficient in use of Microsoft Office and coordinating calenders and schedules. Self motivated and a true team player
Overview
5
5
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
PBX Operator
HCA Florida Poinciana Hospital
Kissimmee, FL
07.2021 - Current
Set up and maintain complex communication systems such as PBXs, intercoms, and public address systems
Operate telephone switchboards and consoles to connect, hold, transfer and disconnect telephone calls
Determine nature of inquiries and provide general information
Connect calls to required extension, re-direct them to another number or place them in waiting queue and/or take message if desired number is busy
Provide external connections for staff and answer internal queries directed to switchboard
Carry out other clerical, secretarial or receptionist duties as required (e.g. Keyboarding and data entry)
Provide information to callers and, if necessary, check computerized listings of phone numbers
Responded to customer inquiries with patience and positivity to establish excellent first impression
Maintained up-to-date knowledge of emergency call procedures
Answer queries from callers about Hospital or patient areas
Provide connections to mobile phones
Operate paging systems and intercoms to communicate with medical staff during emergency services
Provide connections to police, ambulance or fire department when emergencies are reported
Answer calls on faults and carry out automated diagnostic tests with other telecommunication staff
Coordinate efforts with housekeeping staff to ensure proper and constant cleanup of front desk and surrounding areas
Provide leadership by projecting positive attitude and learning incentives
Deal with problem situations in professional manner and adequately communicates pertinent information so overall work environment is created that lends itself to best interest of Hospital department personnel
Operating station designed to control access of individuals that present to facility access point
Ensure patient and staff environment is free of potential exposure to respiratory illnesses and infectious diseases
Distribute and log any personal protective equipment requested by staff
Assist patient with nutrition needs as necessary under direction of Registered Nurse
Accompany patient to diagnostic testing and procedures and maintain observation of patient during tests or procedures
Never leave patient alone unless instructed to by nurse
For Baker’s Act, patient can never be left alone for any reason
Receive report from Registered Nurse and previous Patient Safety Attendant and give report to Registered Nurse and oncoming Patient Safety Attendant before leaving
Utilize Safe Patient Room Environment Checklist with every change of staff or transfer of care as part of hand off for Baker Act, behavioral health, and suicide risk patients
Observe for any changes in patient’s behaviors or actions and immediately report them to Registered Nurse.
Receptionist/Cashier
Starling Chevrolet of Orlando
Orlando, FL
02.2020 - 07.2020
Answered central telephone system and directed calls accordingly
Managed over 100 incoming calls per day
Provided callers with address, directions, company website and related information
Resolved customer problems and complaints
Maintained confidentiality of information regarding clients and company
Sorted, received and distributed mail correspondence between departments and personnel
Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
Restocked supplies and submitted purchase orders to maintain stock levels
Kept reception area clean and neat to give visitors positive first impression
Scheduled and confirmed appointments and meetings for senior management team
Provided clerical support to company employees by copying, faxing and filing documents
Responded to inquiries from callers seeking information
Troubleshot copy machines and printers and scheduled service as needed
Answered phone promptly and directed incoming calls to correct offices
Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives
Distributing job applications and creating hiring packets for all new hires
Collected and authorized payments of guests
Medical Assistant/Extern
Vital Sign Physician
Kissimmee, FL
06.2019 - 07.2019
Answered central telephone system and directed calls accordingly
Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs
Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted
Directed patients to exam rooms, fielded questions, obtained vital signs and prepared for physician examinations
Ambulated, turned and positioned patients
Obtained client medical history, medication information, symptoms and allergies
Sanitized, restocked and organized exam rooms and medical equipment
Scheduled appointments, registered patients and distributed sample pharmaceuticals as prescribed
Establish communication with pharmacies to submit prescriptions and refills
Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment
Gathered forms and copied insurance cards to collect patient information for billing and insurance filing and collect co-payments as necessary
Create receipts and record for payments received and filing such accordingly
Answered central telephone system and directed calls accordingly
Organize and send billing and EOBs to designated Billing department
Utilize Availity system for verification of patient’s insurance
Received, sorted and distributed incoming mail
BDC Agent/Receptionist
Starling Chevrolet of Orlando
Orlando, FL
03.2015 - 08.2017
Respond to internet inquiries with accuracy, courtesy and professionalism
Opened new accounts and documented personal, demographic and payment information in system
Set up appointments with interested customers according to schedule availability for sales and service departments
Conduct phone surveys to assess customer preference and quality of experience
Made average of 100 outbound and inbound calls per day
Compile all necessary reports in timely manner to meet deadline
Exhibit ethical behavior and provide high degree of customer satisfaction
Developed sales pipeline and business opportunities through networking, cold calling and referrals
Worked with sales department to develop sales strategies and techniques
Developed strong business relationships to provide service and value beyond customer expectations
Identified and solved problems with minimal guidance to minimize disruptions to business
Delivered scripted sales talks to customers reached via manual and automatic dialing systems