Zayana Cruel
New York
Summary
Detail-oriented and organized professional with experience in scheduling, data entry, recordkeeping, and high-volume customer service. Skilled in managing calls, coordinating appointments, maintaining accurate records, and collaborating with teams to support efficient workflow and patient care. Committed to confidentiality, professionalism, and reliable support in fast-paced environments.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Call Center Representative
Global Contact Services
11.2025 - 02.2026
- Answered high-volume inbound calls to assist clients with trip planning and scheduling.
- Assisted clients with registration and enrollment for Access-A-Ride services.
- Directed and transferred calls to appropriate departments or staff accurately.
- Maintained accurate records of trips, client information, and confirmations.
- Communicated clearly to confirm trips, resolve issues, and provide updates.
- Monitored call metrics to identify trends and recommend actionable solutions for performance enhancement.
Direct Support Professional
Person Centered Care Services
07.2024 - 11.2025
- Maintained accurate and timely documentation of client health status, behavioral observations, and daily reports in compliance with organizational standards
- Coordinated and tracked appointments, schedules, and transportation logistics for multiple individuals
- Communicated effectively with interdisciplinary teams, ensuring updates were documented and shared appropriately.
- Managed information for up to 10 individuals with strong attention to detail.
- Updated records with patient progress and care notes.
- Recognized for 100% accuracy in documentation.
Mobile Expert
T-Mobile
03.2023 - 05.2024
- Provided friendly, professional support to a diverse customer base, ensuring satisfaction and repeat engagement.
- Communicated clearly to address inquiries, resolve issues, and provide accurate information.
- Maintained accurate records, documentation, and data entry in compliance with procedures.
- Adapted quickly to changing priorities and fast-paced environments.
- Collaborated with team members to support daily operations and workflow efficiency.
- Trained new team members on operational procedures and product knowledge effectively.
Education
High School Diploma -
Broome Street Academy High School
New York, NY06.2020
Skills
- Patient & Customer Interaction
- Phone & Call Management
- Data Entry & Documentation
- Confidentiality & HIPAA Awareness
- Technology Skills
- Organization & Time Management
Accomplishments
- Patient Care Assistant (PCA) Training – Institute for Nursing, 2026
Completed coursework in patient safety, vital signs, and basic care procedures
Certification
- Heart Saver CPR / AED – Northwell Health, 2024
Timeline
Call Center Representative
Global Contact Services
11.2025 - 02.2026
Direct Support Professional
Person Centered Care Services
07.2024 - 11.2025
Mobile Expert
T-Mobile
03.2023 - 05.2024
High School Diploma -
Broome Street Academy High School