Yarielis Villalona
Customer Service Representative
Westtown,NY
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer care industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
Work History
Care Coordinator
Freedom care
New York, NY
06.2021 - Current
- Provide Coordination to 200+ caseloads of a diverse population
- Developed an inter-professional way to create & improve communication and coordination between patients, caregivers, and case managers
- Documented every call, text & email received and incoming to case logs
- Met the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance
- Built strong relationships with clients to deliver emotional support and companionship.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Monitored team dashboard and aid to fellow team members when needing assistance with their caseloads
- Determined need for special assessment activities for complex cases, effectively handling care plans.
- Supported patient care excellence via planning and interpretation of programs.
- Determined specific needs and provided most appropriate level of services for patient well-being.
Customer Support Specialist
Ismile Orthodontics
White Plains, NY
07.2020 - 05.2021
- Provided primary customer support to internal and external customers.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Responded to customer calls and emails to answer questions about products and services.
- Collected vital information to support company and associates through interviews and data analysis.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer adjustments to maintain financial accounts.
Retail Merchandiser
Hallmark
New York, NY
01.2019 - 06.2020
- Designed displays to deliver interactive, engaging and memorable store experiences for shoppers.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Stocked merchandise, clearly labeling items and arranging according to size or color.
- Folded and arranged merchandise in attractive displays to drive sales.
- Stocked shelves to match planogram images and instructions.
- Labeled products, rotated stock and fronted merchandise for appealing display.
- Greeted store customers and discussed needs.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
Administrative Support
Blink Fitness, Equinox Holdings
New York, NY
08.2019 - 06.2020
- Provided updated membership information to members and new members
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Informed customers of current store promotions to encourage additional sales purchases.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Wrote regular newsletter for employees to stay on top of important information, company changes and market data.
- Executed record filing system to improve document organization and management.
- Received and sorted incoming mail and packages to record, dispatch or distribute to correct recipient.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Increased sales and customer satisfaction through personalized servicing.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
Environmental Service Worker
New York Presbyterian Columbia Medical Center
New York, NY
03.2017 - 06.2018
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Wore necessary personal protective equipment to minimize risks from hazardous materials, biohazards and other harmful substances.
- Interacted with hospital staff, patients and families to demonstrate good customer service techniques.
- Emptied trash cans and recycling bins to promote clean, sanitary environment and reduce odors and debris.
- Cleaned and disinfected patient exam rooms, surgery suites and common areas to promote sanitary treatment and services environment.
- Practiced established infection control methods to reduce risks to patients, families and medical staff.
- Removed hazardous and medical waste from exam rooms, treatment rooms and surgery suites to minimize risks to patients and medical personnel.
- Verified cleanliness and organization of storage areas and carts.
Pharmacy Technician
CVS Pharmacy
Middletown, NY
06.2013 - 06.2016
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy.
- Stocked, labeled and inventoried medication to keep accurate records.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
- Counted and labeled prescriptions with correct item and quantity.
- Entered and processed patients' prescriptions into internal system.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems and locating items.
- Maintained proper drug storage procedures, registries and records for controlled drugs.
- Processed incoming drug orders by checking deliveries against paperwork and updating computer system.
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Resolved non-routine issues like third-party billing, computer system and customer service issues.
- Collected co-payments or full payments from customers.
- Reviewed and verified customer information and insurance provider information.
Education
High School Diploma -
Middletown Highschool
05.2009 - 05.2011
Skills
LeadershipCustomer ServicePhone Etiquette45 Wpm
Customer response
Drug inventory management
Receiving incoming supplies
Medicare and Medicaid process
Assisting pharmacists
Drug utilization review
Pharmacy and customer records management
FDA Drug Safety Guidelines
Updating medication histories
Drug storage procedures
Processing payments
Confidentiality and HIPAA
Medication dispensing
Typing medication labels
Meeting coordination
Case management
Retail transactions processing
Professional communication
Organizational skills
Healthcare operations
Scheduling
Process improvements
Documentation
Quality assurance
First Call resolution
Customer Relations
Team Building
Multi-line phone talent
Complaint resolution
Professional telephone demeanor
Strategic planning
Timeline
Care Coordinator
Freedom care
06.2021 - Current
Customer Support Specialist
Ismile Orthodontics
07.2020 - 05.2021
Administrative Support
Blink Fitness, Equinox Holdings
08.2019 - 06.2020
Retail Merchandiser
Hallmark
01.2019 - 06.2020
Environmental Service Worker
New York Presbyterian Columbia Medical Center
03.2017 - 06.2018
Pharmacy Technician
CVS Pharmacy
06.2013 - 06.2016
High School Diploma -
Middletown Highschool
05.2009 - 05.2011