Yovanela Hernandez
MIAMI
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
CENTRAL LABS REGIONAL OPERATION TEAM LEAD
Marken
03.2022 - Current
- Implemented new studies for clinical trails for PPD, Pfizer and Labcorp.
- Managed complex projects with multiple deadlines, ensuring all objectives were met successfully.
- Implemented quality control measures to reduce errors and ensure consistent standards across all operations tasks.
- Trained new employees on company policies, procedures, and best practices to facilitate their rapid integration into the team.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
Customer Service Representative
Assurant
08.2020 - 02.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- 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.
E.H.R. Application Support Specialist
MTBC
08.2017 - 08.2020
- Enhanced application functionality by diagnosing and resolving software issues.
- Streamlined troubleshooting processes, leading to faster resolution times for end users.
- Improved customer satisfaction by providing timely and efficient support for various applications.
- Established positive relationships with clients through clear communication, active listening, and effective problem-solving skills during support interactions.
- Developed comprehensive user guides and training materials to facilitate successful application adoption.
Education
High school diploma -
Miami Coral Park Senior High School
06.2017
Skills
- Accuracy and Efficiency in Documentation
- Cultivating Productive Relationships
- Data Collation
- Continuous Improvement Projects
Timeline
CENTRAL LABS REGIONAL OPERATION TEAM LEAD
Marken
03.2022 - Current
Customer Service Representative
Assurant
08.2020 - 02.2022
E.H.R. Application Support Specialist
MTBC
08.2017 - 08.2020
High school diploma -
Miami Coral Park Senior High School
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