Yampiel Cruz
Orlando,FL
Summary
Quality-oriented professional with 5+ years of experience and a proven knowledge of conflict resolution, customer communications, and customer satisfaction. Aiming to leverage my skills to successfully fill the Customer Service Representative role at your company.
Overview
10
10
years of professional experience
Work History
Customer Service Representative/Team Trainer
Further by Health Equity
11.2019 - Current
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Profound knowledge on HSA, FSA, HRA, DCAP, and VEBA.
- Documented conversations with customers to track requests, problems and solutions
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Answered 40+ inbound calls per day
- Exceeded company productivity standards on consistent basis.
PATIENT TRANSPORTER
Advent Health Orlando
08.2016 - 11.2019
- Be able to move patients to their destination in a fast-timely manner and have the ability to communicate with all of our patients
- We also have to multi task as we are sometimes given several tasks to be done in a scheduled amount of time while still following the hospital's policies and the privacy of patient's information.
CART ATTENDANT
BJ's Wholesale Club
09.2014 - 05.2018
- Be able to return carts & flatbeds from outside back into the main entrance while keeping it clean and neat upfront
- Responsible in helping co-workers unload & load merchandise while being able to lift heavy bulks of items
- Also have the ability to help customers with any questions they had & follow all of BJ's policies.
Education
Associate of Arts -
VALENCIA COLLEGE
04.2020
High School Diploma -
EAST RIVER HIGH SCHOOL
06.2014
Skills
- High-energy attitude & Courteous demeanor
- Conflict mediation & Problem-Solving abilities
- Spanish Translation
- Inbound and Outbound Calling
- Call Center Operations
- Office equipment proficiency & Technologically savvy
Skills
- High energy attitude & Courteous demeanor
- Spanish Translation
- Microsoft Office Expertise (Word, Excel, Powerpoint)
- Inbound & outbound calling with call center operations expertise
- Technologically savvy & office equipment proficiency
- Problem solving abilities with conflict mediation
Projects
Assurance Project
- Conducting research on team member call experiences and service provided.
- Providing solutions for better ways to handle situations to increase caller experience
- Lowering percentage of errors and audits performed by team members
Timeline
Customer Service Representative/Team Trainer
Further by Health Equity
11.2019 - Current
PATIENT TRANSPORTER
Advent Health Orlando
08.2016 - 11.2019
CART ATTENDANT
BJ's Wholesale Club
09.2014 - 05.2018
Associate of Arts -
VALENCIA COLLEGE
High School Diploma -
EAST RIVER HIGH SCHOOL
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