Yamily Osorio
North Andover,MA
Summary
Proven track record in enhancing customer satisfaction at the Internal Revenue Service by expertly managing high-stress situations and resolving complex issues. Streamlined operations at Lawrence General Hospital, significantly improving patient outcomes. Skilled in Spanish translation and critical thinking, adept at understanding and addressing customer needs through active listening and problem-solving. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service, IRS
08.2023 - Current
- 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.
- Responded to customer requests for services, and company information.
- Analyze and research account details and transaction history to resolve account.
- Communicate effectively with customers through empathetic listening and understanding their unique needs or preferences.
- Provide accurate and timely updates to customers regarding the status of their accounts.
Hospital Operations
Lawrence General Hospital
12.2006 - Current
- Acted as liaison between administration and nursing staff members by addressing questions or concerns related to hospital operations or policies.
- Streamlined hospital operations by developing efficient workflows for the Neuroscience unit, resulting in improved patient outcomes.
- Contributed to efficient hospital operations by assisting with admissions, discharges, and transfers of telemetry-monitored patients.
- Streamlined hospital operations by organizing and maintaining patient records, ensuring easy access for healthcare professionals.
- Ability to work independently and collaboratively in a dynamic healthcare environment.
- Excellent communication skills and interpersonal skills to interact with a diverse population.
Education
High School Diploma -
Northern Essex Community College
Haverhill, MA03.2023
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Spanish translation
- Data Entry
- Understanding Customer Needs
- Adjustments and Refunds
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Internal Revenue Service, IRS
08.2023 - Current
Hospital Operations
Lawrence General Hospital
12.2006 - Current
High School Diploma -
Northern Essex Community College
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