Yessica Candelario
Brookyln
Summary
Dynamic customer service professional with extensive experience at NYC 311, excelling in problem resolution and active listening. Dedicated Bilingual in English and Spanish with 8+ years experience in remote Healthcare,Financial services professional Proficient in CRM software and appointment coordination, I thrive in fast-paced environments, ensuring compliance and customer support. Experienced in High-Volume Call Center Operations ,ensuring customers satisfaction and loyalty . Skilled in Electronic Health Record (EHR),medical records management ,insurance verification and Front Desk Coordinator. Proven the ability to balance accuracy and work under pressure ,compliance, and patient-centered care in a remote environment .
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative Call Center
NYC 311
11.2024 - 09.2025
- Assisted customers with inquiries and resolved issues promptly.
- Learned and utilized customer service software to enhance communication efficiency.
- Supported team members in maintaining accurate records of customer interactions.
- Adapted to various customer needs through active listening and problem-solving skills.
- Provided product knowledge to customers while answering questions and addressing concerns.
- Ensured compliance with applicable laws, regulations,policies and procedures.
- Managed workloads effectively and minimal supervision.
Urgent Care Coordinator
MODERN MD
01.2024 - 11.2024
- Coordinated patient care services to ensure timely access to medical resources.
- Managed patients registration, Insurance verification and billing documentation.
- Processed and maintained medical records , ensuring accuracy within EHR, ECW,and YOUDOCs systems.
- Coordinated Lab documentation ,prescriptions, and provider communication.
- Scheduled all future appointments and rescheduled existing appointments.
- Collect all sel-pay office visit or any Co-pay as needed
Remote Customer Service Specialist
Walgreens
04.2021 - 03.2023
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Provided Bilingual (English/Spanish) support to improve accessibility and satisfaction
- Utilized CRM software to track interactions and maintain accurate customer records.
- Developed knowledge of product features to provide tailored recommendations to customers.
- Assisted patients with prescriptions orders, billing ,and Telehealth navigation.
- Maintain HIPPA compliance while managing confidential data in EHR system.
- Consistently exceeded call resolution and customer satisfaction goals.
Remote Student Loan Collector
Navient Solutions
02.2018 - 03.2021
- Managed collection efforts for overdue student loans, ensuring compliance with federal regulations.
- Assisted borrowers with navigation repayments plans, and other laon related processes .
- Resolved borrower inquiries and disputes, maintaining high standards of customer service.
- Analyzed payment patterns to identify trends and optimize collection approaches.
- Maintain Knowledge of student laon policies ,regulations, and servicing producers to provide accurate guidance.
- This role requires excellent in communication ,problem-solving skills and attention with a full remote environment experience over 3 years .
Education
High School Diploma -
Luzerne County Community College
Nanticoke, PA06-2016
Skills
- Outstanding Customer service/Sales Experience
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Maintain Composure under Pressure
- Multitasking Proficiency
- Appointment Coordination
- Establishing Rapport
- Call Management in English/Spanish
- Effective Upselling Techniques
- Bilingual Fluent in English /Spanish
- Microsoft Office, Google Spreadsheet, Excel Powerpoint and Outlook Email handling
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Certification
- Sales Manager Certificate
- CNA
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative Call Center
NYC 311
11.2024 - 09.2025
Urgent Care Coordinator
MODERN MD
01.2024 - 11.2024
Remote Customer Service Specialist
Walgreens
04.2021 - 03.2023
Remote Student Loan Collector
Navient Solutions
02.2018 - 03.2021
High School Diploma -
Luzerne County Community College
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