Viveka Herrera
Homestead
Summary
Supportive Team member with many years of experience leading teams. Expert in following detailed production schedules with distinguished history of maximizing productivity. Committed to proactive reorganization for optimized safety and efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Team Coordinator
ChenMed-Miami, FL
Miami, FL
12.2023 - 01.2026
- Scheduling patients appointments/ adjusting
- Verifying insurance
- Scheduling transport
- Assisting with referrals and medication refill request
- Handled a high volume of inbound customer calls, averaging 80 calls per day
- Provided excellent customer service by addressing inquiries, resolving complaints, and offering product information
- Achieved an average call resolution rate of 100%, exceeding departmental targets
- Utilized CRM software to accurately document customer interactions and update account information
- Assisted customers with troubleshooting technical issues over the phone, resulting in a 80% decrease in escalations to the technical support team
- Consistently met or exceeded individual performance metrics including call quality, average handle time, and customer satisfaction ratings
- Collaborated with cross-functional teams to resolve complex customer issues requiring input from multiple departments
- Participated in ongoing training sessions to stay updated on product knowledge and enhance communication skills
- Maintained a positive attitude during challenging interactions with upset or irate customers, de-escalating situations effectively
- Managed difficult or emotional customer situations professionally while maintaining empathy and building rapport with callers
Covid Coordinator
Signature HealthCARE LLC-Hialeah Gardens, FL
Hialeah Gardens, FL
02.2021 - 12.2023
- Testing of symptomatic residents and healthcare personnel (HCP)
- Testing of asymptomatic residents and HCP in facilities as part of a SARS-CoV-2 outbreak response or following close contact with someone with SARS-CoV-2 infection, and
- Testing of asymptomatic HCP as part of expanded screening testing in facilities without a SARS-CoV-2 outbreak.
- Reporting symptoms to NHSN, DOH, & CMS.
- Reporting results to NHSN, DOH & CMS.
- Assisting administrators needs with data entering for patients and/or stakeholders.
- Assisting ADON in any other non connected COVID areas.
- Entering results into Base 10 system both residents & stakeholders.
- Data entering for patients in Matrix Care system.
Call Center Customer Service Representative
Intkel Contact Center Solutions-Miami Lakes, FL
Miami Lakes, FL
10.2015 - 01.2021
- World Class Service with every call.
- Determines requirements by working with customers.
- Answers inquiries by clarifying desired information; researching, locating, and providing information.
- Answer and Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Managed high-volume inbound calls
- Fulfills requests by completing transactions; Managing client orders - by phone, email or website.
- Sell additional services by recognizing opportunities to up-sell accounts; explaining new features.
- Maintains call center database by entering information.
- Keep equipment operational by following established procedures; reporting malfunctions.
- Processing client invoices and following up Accounts payable.
Education
High school diploma -
High school or equivalent - undefined
Skills
- Clear verbal communication
- Active listening
- Professional phone etiquette
- Empathy & rapport building
- De-escalation techniques
- Microsoft Word proficiency
- Excel management skills
Certification
- Non-CDL Class C
- Driver's License
Languages
Spanish - Fluent
English - Fluent
Timeline
Service Team Coordinator
ChenMed-Miami, FL
12.2023 - 01.2026
Covid Coordinator
Signature HealthCARE LLC-Hialeah Gardens, FL
02.2021 - 12.2023
Call Center Customer Service Representative
Intkel Contact Center Solutions-Miami Lakes, FL
10.2015 - 01.2021