Yulmary Velazquez-molina

• Assisted handicapped customers to safely complete transfers between van and facility.
• Maintained professional image and attitude to positively represent transport company and help build reputation for excellent customer service.
• Successfully operated GPS devices, radios and cellular devices to optimize route and maintain dispatch communications.
• Effectively communicated with dispatch to schedule transport progression and receive new orders.
• Safely secured clientele in wheelchairs and on gurneys within van for successful, safe transportation.
• Achieved daily preparation for vehicle inspections prior to travel.
• Always maintained a clean and organized work vehicle so that each patient and patients' family or escort can ride with comfort even during the covid pandemic .
• Transported over 10 patients a day round trip sometimes more.

Handled customer inquiries and suggestions courteously and professionally.

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Provided primary customer support to internal and external customers.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Maintained up-to-date knowledge of product and service changes.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded proactively and positively to rapid change.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Sought ways to improve processes and services provided.
• Made outbound calls to customers, and also took inbound calls all day.
• Handled approximately over 30 calls daily inbound and 20 outbound calls.