Viviana Bernabel-Gonzalez
Clarksville,Tennessee
Summary
Detail-oriented Remote Customer Service Representative with experience providing customer support through live chat and email. Skilled in written communication, multitasking, and resolving customer issues efficiently while maintaining a positive brand voice. Comfortable working independently in a remote environment while meeting response time and customer satisfaction goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Medical Assistant
NSPC
10.2023 - 06.2025
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Obtained client medical history, medication information, symptoms, and allergies.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Medical Assistant/Receptionist
Spine and Pain Rehab
10.2020 - 10.2023
- Helped patients complete necessary medical forms and documentation.
- Managed multi-line phone system and pleasantly greeted patients.
- Checked patient insurance, demographic, and health history to keep information current.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Streamlined appointment scheduling for increased efficiency and reduced patient wait times.
- Improved office organization by maintaining accurate patient records and filing systems.
- Answered phone calls and messages for 3-physician medical facility, scheduling appointments, and handling patient inquiries.
Customer Service Representative Remote/Live Chat Agent
Teleperformance
03.2019 - 10.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided high-quality customer support to 50+ customers daily via phone, email, and live chat
- Resolved billing, account, and product issues while maintaining a calm and professional tone
- Documented customer interactions accurately in CRM system
- Met or exceeded performance metrics for response time and customer satisfaction
- Collaborated with team members and supervisors in a fully remote environment
- Assisted customers via live chat and email, handling multiple conversations simultaneously
- Resolved account, order, and product issues with clear and professional written communication
- Maintained accurate documentation of customer interactions in CRM system
- Met or exceeded response time, resolution, and customer satisfaction metrics
- Followed company guidelines while maintaining a friendly brand voice
Education
Medical Assistant Certificate - Medical Assistant
Westchester School For Dental And Medical Assistant
Elmsford10-2020
High School Diploma -
Gorton High School
Yonkers05.2018
Skills
- Live Chat Customer Support
- Email Customer Support
- Written Communication & Professional Tone
- Multitasking Across Multiple Chats
- Customer Issue Resolution
- Data Entry & Documentation
- Google Workspace / Microsoft Office Patient care coordination
- Medical terminology
- HIPAA compliance
- EMR / EHR
Certification
- CMA - Certified Medical Assistant
- First Aid/CPR Certified
Languages
Spanish
Native or Bilingual
Timeline
Medical Assistant
NSPC
10.2023 - 06.2025
Medical Assistant/Receptionist
Spine and Pain Rehab
10.2020 - 10.2023
Customer Service Representative Remote/Live Chat Agent
Teleperformance
03.2019 - 10.2020
Medical Assistant Certificate - Medical Assistant
Westchester School For Dental And Medical Assistant
High School Diploma -
Gorton High School