Zaylin Diaz Gonzalez
Kissimmee,US
Summary
Administrative professional with expertise in high-volume task management and client relations. Bilingual in communication, proficient in data management, and committed to ensuring accurate and organized information flow for enhanced operational effectiveness.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Utility Billing and Collections Representative
Kissimmee Utility Authority
Kissimmee, Florida
03.2026 - Current
- Reviewed and prepared customer accounts for billing, ensuring accuracy and completeness.
- Generated and completed service orders, implementing necessary corrections promptly.
- Prepared daily utility billing by verifying meter readings and correcting customer data errors.
- Executed manual adjustments to customer accounts and generated daily billing reports accurately.
- Conducted quality control on all rate changes, providing detailed rate comparisons.
- Assisted in detecting tampering and power theft, notifying relevant departments about defective meters.
Call Center Representative
Kissimmee Utility Authority
Kissimmee, Florida
02.2025 - 03.2026
- Responded to customer inquiries via phone, email, and chat with professionalism and tact.
- Researched information and prepared service orders to meet customer needs.
- Managed utility account assistance, including billing questions and service applications.
- Initiated, terminated, and transferred utility services following established procedures.
- Ensured compliance with FACT Act (2003) and Red Flag guidelines for sensitive information.
- Handled payment arrangements for non-pay accounts and addressed customer billing inquiries.
- Operated calculators, computer systems, and standard office equipment for record maintenance.
- Accurately recorded transactions and performed additional related tasks as needed.
Customer Experience Representative I
Toho Water Authority
Kissimmee, Florida
12.2024 - 02.2025
- Processed service orders accurately to ensure fulfillment by field personnel.
- Facilitated disconnect or transfer of service as per customer requests.
- Executed additional tasks as assigned.
Data Entry Clerk/Clerk/Typist
SDOC
Kissimmee, US
05.2022 - 12.2024
- Create spreadsheets to track important customer information and orders.
- Transfer data from hard copy to a digital database.
- Update customer information in a database.
- Organize existing data in a spreadsheet.
- Verify outdated data and make any necessary changes to records.
- Search for and investigate information contained in files.
- Perform regular database backups to secure data.
- Input text-based and numerical information from source documents.
- Review data for deficiencies or errors.
- Assist with special projects that require large amounts of data entry.
- Provide data entry support across departments on an ad-hoc basis.
- Type in data quickly and efficiently.
Patient Service Representative
True Health
Orlando, US
01.2021 - 01.2022
- Managed high volume of incoming calls from patients, physicians, and insurance companies.
- Scheduled patient appointments while overseeing cancellations and rescheduling.
- Verified patient insurance details and obtained necessary pre-authorizations and referrals.
- Assisted patients with billing inquiries, resolving disputes and discrepancies.
- Coordinated patient flow within office to enhance operational efficiency.
- Provided support to clinical staff as needed to ensure smooth operations.
- Maintained and updated patient records in electronic medical systems accurately.
Housing Specialist
Section 8
Kissimmee, US
10.2016 - 01.2021
- Conducted interviews with prospective and current participants to assess eligibility for housing programs.
- Scheduled and executed annual and interim eligibility redeterminations according to established guidelines.
- Determined need for interim rent adjustments, ensuring adherence to processing procedures.
- Maintained comprehensive knowledge of HCV regulations and policies regarding eligibility criteria.
- Collaborated with staff on departmental functions, procedures, and client status updates.
- Created and maintained tenant files, ensuring accuracy in filing and timely updates.
CSR - Customer Service Representative
Solid waste, osceola county
Kissimmee, US
09.2014 - 10.2016
- Interact daily with customers and respond to inquiries and requests regarding solid waste accounts and services in a friendly and professional manner.
- Resolved customer issues concerning garbage, yard waste, and recycling to enhance service quality.
- Managed customer complaints and inquiries by collaborating with contracted haulers.
- Addressed all daily calls and complaints to ensure resolution and customer satisfaction.
- Updated database when new Certificates of Occupancy are issued and while ensuring information is accurate.
- Facilitated the ordering and delivery processes for waste and recycling carts to improve efficiency.
- Analyzed collection guidelines, rates, and policies from the Osceola County Code.
Hostess/Waitress/Lead waitress
El Sol Mexican Restaurant
Harrisburg, US
01.2011 - 12.2015
- Cultivated welcoming environment for all arriving guests, enhancing their dining experience.
- Provide the perfect service experience for restaurant patrons.
- Supported wait staff in maintaining seamless restaurant operations, contributing to overall guest satisfaction.
- Handled guest reservations to ensure optimal seating arrangements.
- Supported guests by providing tailored assistance during their visits.
- Provide responsible service of alcoholic beverages.
- Facilitated training sessions for new hostesses and waitresses, improving service consistency and team integration.
- Maintain a clean reception area.
Administrative Assistant
Baralt Air & Tony Electric
Fajardo, US
01.2010 - 12.2011
- Answer and direct phone calls
- Organize and schedule appointments
- Plan meetings and take detailed minutes
- Write and distribute email, correspondence memos, letters, faxes and forms
- Assist in the preparation of regularly scheduled reports
- Develop and maintain a filing system
- Update and maintain office policies and procedures
- Book travel arrangements
Customer Service and Retail
Econo Supermarket
Fajardo, US
01.2005 - 12.2009
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out so that you can answer questions.
- Processing orders, forms, applications, and requests.
- Communicating and coordinating with colleagues as necessary.
- Ensure customer satisfaction and provide professional customer support.
Administrative Assistant
Consorcio del Noreste
Fajardo, US
01.2006 - 12.2008
- Greet clients and make them feel comfortable, both in person and over the phone
- Provide essential details to potential clients, such as class or membership pricing
- Maintain front desk and verify that orders are placed as necessary to ensure necessary supplies are available at all times
- Direct clients to the appropriate departments for classes, therapy, or one-on-one training
- Ensure client records are up to date
Assistant Front Office Manager
Four Points by Sheraton
Harrisburg, US
01.2006 - 12.2008
- Supported Front Office Manager in supervising daily front desk operations, ensuring adherence to established guidelines.
- Prioritize and delegate daily work responsibilities to front desk staff.
- Train and guide front desk staff to provide quality customer services.
- Coordinated staffing schedules, shift changes, payroll processes, and labor cost management for optimal front desk efficiency.
- Resolve guest issues to ensure guest satisfaction.
- Develop and implement strategies for front office.
- Supervise the billing and cash processes to ensure compliance with company standards.
- Delivered constructive feedback to team members, fostering continuous improvement in customer service delivery.
Concierge
Westin Rio Mar
Rio Grande, US
01.2005 - 12.2006
- Provided primary reference support for guests by assisting with inquiries and fulfilling requests to enhance their experience
- Understood customers' needs and provided them with personalized solutions by suggesting activities and facilities provided by the hotel
- Developed in-depth knowledge of hotel amenities and local venues to provide tailored recommendations for guests
- Addressed guest complaints promptly, implementing effective solutions to ensure satisfaction and maintain service quality
- Arrange events, excursions, transportation etc. upon request from hotel residents
- Welcome customers upon entrance and confirm reservations
- Answer the phone and make reservations, take and distribute messages or mail and redirect calls
Education
Associate's - Nursing
National University College
Rio Grande, PR, US06-2026
Skills
- Medical office experience
- Patient scheduling and claims processing
- Medical records management
- Office administration
- Front desk operations
- Microsoft Office and Outlook proficiency
- Data entry and typing
- Medical terminology expertise
- Athenahealth software knowledge
- Time management strategies
- Client relations and communication
- Bilingual communication
- Customer service excellence
- Information management
- Goal orientation
- Effective communication skills
- Problem resolution strategies
- Invoice processing expertise
- Professionalism and ethics in practice
- Decision-making skills
Certification
- CPR, 08/01/13, 08/01/15
- OSHA, 10/01/13, Present
- Driver's License
Languages
Spanish, Expert
Additional Information - Highlights
- Provide excellent service to all customers.
- Perform administrative support on fast-paced business.
- Schedule appointments and maintain up-to-date clients' files.
- Train and supervised additional staff.
- Answer phone calls and provide information to clients.
- Prepared invoices and follow through with clients for payments.
- Made routes for services provided.
- Promoted rapidly from front desk clerk to assistant front desk manager.
- Supervised front desk staff while on duty.
- Problem solving involving staff and/or customers complaints.
- Events coordinator.
- Tutor on different courses at college.
Timeline
Utility Billing and Collections Representative
Kissimmee Utility Authority
03.2026 - Current
Call Center Representative
Kissimmee Utility Authority
02.2025 - 03.2026
Customer Experience Representative I
Toho Water Authority
12.2024 - 02.2025
Data Entry Clerk/Clerk/Typist
SDOC
05.2022 - 12.2024
Patient Service Representative
True Health
01.2021 - 01.2022
Housing Specialist
Section 8
10.2016 - 01.2021
CSR - Customer Service Representative
Solid waste, osceola county
09.2014 - 10.2016
Hostess/Waitress/Lead waitress
El Sol Mexican Restaurant
01.2011 - 12.2015
Administrative Assistant
Baralt Air & Tony Electric
01.2010 - 12.2011
Administrative Assistant
Consorcio del Noreste
01.2006 - 12.2008
Assistant Front Office Manager
Four Points by Sheraton
01.2006 - 12.2008
Customer Service and Retail
Econo Supermarket
01.2005 - 12.2009
Concierge
Westin Rio Mar
01.2005 - 12.2006
Associate's - Nursing
National University College