Yesenia Pardo Napoles
Hialeah
Summary
Experienced professional with a proven track record of consistently delivering exceptional customer service. Demonstrated expertise in applying psychological principles to effectively understand and address customer needs, manage conflicts, and cultivate strong relationships. Utilizing active listening and empathy skills, adept at resolving issues and ensuring positive experiences for clients and customers. Seeking opportunities to leverage unique blend of skills in psychology and customer service to drive success in a dynamic and customer-focused environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
UniVista Insurance
11.2022 - Current
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Contacted customers about potential service upgrades, new services and account changes.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Cruise Swabber
BioReference Lab (Royal Caribbean on board Covid Swabber Proyect )
06.2022 - 11.2022
- Collects swabs for professional clientele
- Collects and stores specimens according to established procedures
- Verifies patient identification, verifies all tests ordered and completes all required demographic data and requisitions
- Contacts client to retrieve any missing data
- Maintains supply inventory and accurately replenishes supplies upon completion of daily operations.
- Collaborated with healthcare teams to determine needs and support daily objectives.
Cruise Swabber
DocGo Lab (Royal Caribbean on board Covid Swabber Proyect )
10.2021 - 06.2022
- Collects and stores specimens according to established procedures
- Verifies patient identification, verifies all tests ordered and completes all required demographic data and requisitions
- Contacts client to retrieve any missing data
- Records (performs) daily temperatures, decontamination, and performs all other necessary documentation requirements
- Maintains supply inventory and accurately replenishes supplies upon completion of daily operations.
Temperature Screener
ALL AMERICAN HEALTHCARE SERVICES INC
09.2020 - 02.2021
- Managed proper sanitization of screening stations and other work areas, adhering closely to established procedures and standards
- Adhered to established protocols and reporting requirements in recording positive and negative cases
- Enforced rules pertaining to mask-wearing in designated areas of job site
- Administered medical questionnaires to all visitors and personnel entering and departing job sites.
Insurance Customer Service Representative
Univista Insurance
03.2018 - 12.2020
- Collected, documented, and entered data from and into multiple applications
- Processed policy level transactions within level of authority
- Assisted customers with phone and email requests for assistance, including policy changes and certificates of insurance.
Security Supervisor
Securitas AB
01.2015 - 12.2016
- Reviewed existing security protocols to detect vulnerabilities and implement corrective actions
- Evaluated team personnel regularly to assess performance and eliminate any performance gaps negatively impacting building security
- Collaborated effectively with fire, law enforcement, and medical personnel to effectively handle advanced security issues and emergencies
- Monitored security and staff activities to identify and eliminate any compliance concerns
- Managed staff schedules and coordinated daily assignments for optimal security with minimal disruption to operations.
Education
Master of Science - Forensic Psychology
Florida National University
Hialeah, FL10-2023
Bachelor of Science - Criminal Justice
Florida National University
FL09.2022
Associate of Arts - Criminal Justice
Florida National University
FL02.2014
Bachelor of Arts - Gastronomic Services
IPA SABINO PUPO
05.2011
Skills
- MS Office
- Organizing and Filing
- Team Management
- Resource Planning
- Budgeting
- Data Entry
- Data Analytics
- Active Listening
- Office Etiquette
- Professional Communication
- Time Management
- English ( Fluent Speaking, writing and reading )
- Spanish (Native )
- Client communication
- Multi-line telephone operations
- Customer service
- Paperwork Processing
- Active listening
- Data entry
- Computer proficiency
- Customer satisfaction measurement
- Call center operations
- Microsoft outlook
Certification
- 0440- CUSTOMER REPRESENTATIVE
- CPR and AED ( Basic Life Support )
- NRCMA
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative
UniVista Insurance
11.2022 - Current
Cruise Swabber
BioReference Lab (Royal Caribbean on board Covid Swabber Proyect )
06.2022 - 11.2022
Cruise Swabber
DocGo Lab (Royal Caribbean on board Covid Swabber Proyect )
10.2021 - 06.2022
Temperature Screener
ALL AMERICAN HEALTHCARE SERVICES INC
09.2020 - 02.2021
Insurance Customer Service Representative
Univista Insurance
03.2018 - 12.2020
Security Supervisor
Securitas AB
01.2015 - 12.2016
Master of Science - Forensic Psychology
Florida National University
Bachelor of Science - Criminal Justice
Florida National University
Associate of Arts - Criminal Justice
Florida National University
Bachelor of Arts - Gastronomic Services
IPA SABINO PUPO
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