Veronica Tello
Weslaco,TX
Summary
Dynamic bilingual customer service professional with extensive experience at Cardinal Health, excelling in problem-solving and enhancing customer satisfaction. Proven ability to manage high-volume calls while implementing process improvements, demonstrating empathy and effective communication. Skilled in data entry and call center operations, consistently exceeding performance metrics and fostering teamwork.
Overview
16
16
years of professional experience
Work History
Bilingual Customer Service Representative
Cardinal Health
Remote
08.2021 - Current
- Provided bilingual support, resolving customer inquiries in English and Spanish.
- Managed complex order processing, ensuring accuracy and timely delivery of products.
- Collaborated with cross-functional teams to enhance customer satisfaction initiatives.
- Implemented process improvements that increased efficiency in call handling times.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
Bilingual CSR
ACT/BCBS
Harlingen, TX
10.2019 - 04.2022
- Provided bilingual support to customers, ensuring clear communication and understanding of services.
- Resolved customer inquiries effectively, enhancing overall satisfaction and loyalty.
- Coordinated with various departments to streamline processes for improved service delivery.
- Trained new staff on best practices for customer interaction and problem resolution.
- Assisted colleagues with language barriers, fostering teamwork and cooperation across the department.
- Exceeded performance metrics consistently, demonstrating exceptional skills in handling high volumes of calls in two languages.
Patient Care Coordinator
Terracina Grand
Naples, FL
07.2016 - 06.2019
- Coordinated patient care plans to enhance quality of service and support patient needs.
- Managed appointment scheduling using electronic health record systems for improved efficiency.
- Communicated effectively with patients and families to address concerns and provide guidance.
- Collaborated with healthcare teams to ensure seamless coordination of services and treatments.
- Assisted in onboarding new staff, providing training on patient care protocols and systems.
- Maintained accurate patient records, ensuring compliance with privacy regulations and standards.
Medication Technician
Terracina Grand
Naples, FL
04.2012 - 06.2019
- Administered prescribed medications to residents following safety protocols and regulatory guidelines.
- Monitored and documented residents' responses to medications, ensuring timely adjustments as needed.
- Assisted nursing staff in maintaining accurate medication records and inventory management.
- Educated residents on medication usage, addressing questions to enhance understanding and compliance.
- Coordinated with healthcare teams to schedule medication administration times effectively for optimal care delivery.
- Implemented best practices for medication storage, contributing to a safe environment for residents.
CNA
Terracina Grand
Naples, FL
02.2010 - 06.2019
- Assisted residents with daily living activities, ensuring comfort and safety.
- Monitored vital signs and reported changes to nursing staff for timely interventions.
- Maintained cleanliness and organization of resident areas, promoting a hygienic environment.
- Implemented individualized care plans based on residents' specific needs and preferences.
- Collaborated with interdisciplinary teams to enhance overall patient care strategies.
- Facilitated communication between residents, families, and healthcare providers to address concerns.
- Trained new team members on best practices for resident care and safety protocols.
- Assisted patients with daily living activities, promoting independence and dignity.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- 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.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
Education
High School Diploma -
Weslaco High School
Weslaco, TXSkills
- Bilingual communication
Customer service
Problem-solving
Language translation
Data entry
Customer support
Call center experience
Payment processing
Product knowledge
Call center operations
Multitasking and organization
Empathy and patience
Team collaboration
Active listening
Verbal and written communication
Flexibility and adaptability
Telephone etiquette
Bilingual communication
Timeline
Bilingual Customer Service Representative
Cardinal Health
08.2021 - Current
Bilingual CSR
ACT/BCBS
10.2019 - 04.2022
Patient Care Coordinator
Terracina Grand
07.2016 - 06.2019
Medication Technician
Terracina Grand
04.2012 - 06.2019
CNA
Terracina Grand
02.2010 - 06.2019
High School Diploma -
Weslaco High School