ZULEYKA DIAZ
Lady Lake,FL
Summary
Bilingual customer service professional with 8 years of experience in fast-paced environments, seeking a customer service role to provide compassionate, efficient front-line support to patients. Known for calm communication, attention to detail, and a strong desire to add experience and grow within the healthcare field.
Overview
1
1
Certification
4
4
years of post-secondary education
8
8
years of professional experience
Work History
Patient Access Representative
University of Miami Sylvester Comprehensive Cancer Center
Miami, FL
07.2025 - 07.2026
- Verify patient identity and confirm demographic information.
- Guided patients through registration process, addressing questions and directing them to services for a smooth experience.
- Answered telephone calls, addressing patient questions and inquiries or transferring to appropriate departments when necessary.
- Scheduled follow-up/post-op appointments, referrals, imaging, procedures, or lab visits according to provider instructions.
- Printed and provided visit summaries, lab orders, and referrals to ensure patients had necessary information for follow-up care.
- Review provider orders, visit documentation, and checkout instructions before patient departure.
- Coordinate with clinical staff, nurses, providers, and other departments regarding patient needs or scheduling changes.
- Support multilingual communication or interpreter coordination when necessary.
- Updated patient records and appointment details in Epic
Wax Specialist
European Wax Center
Miami, FL
05.2024 - 07.2025
- Built relationships with clients, resulting in 80% rebook rates and improved retention.
- Educating clients on the benefits of waxing and the importance of recurrent visits.
- Encouraged clients to purchase packages, boosting guest frequency.
- Promoted to Peer Wax Trainer after 6 months for strong performance, technique, and leadership.
- Collaborated with front desk and team members, ensuring seamless guest flow and enhanced service experience.
- Collaborated with front desk and team members to ensure seamless guest flow.
- Operated in a high-pressure environment serving 8-20 clients daily. (serviced between 8-20 people a day back-to-back).
Customer Experience/ Business Development Representative
PayCargo LLC
Miami, Florida
02.2021 - 08.2023
- Cold called and onboarded over 100 logistic companies.
- Executed cold calls and successfully onboarded over 100 logistics companies, expanding client base.
- Processed customer requests for transaction cancellations and refunds.
- Utilized Salesforce, RingCentral, and Slack for communication and project management.
- Used Salesforce, RingCentral, and Slack computer program.
- Achieved promotion to Business Development Representative within 1.5 years, reflecting strong performance and dedication.
Server Assistant
Fisher Island
Miami, Florida
05.2022 - 08.2022
- Greet customers, escort parties to their tables, and provide menus.
- Refilled water glasses for guests during service.
- Served complimentary water and snacks to seated clients to promote guest satisfaction.
- Cleared used plates, utensils, and glassware from tables.
- (Worked here as my 2nd job during my tenure at PayCargo)
Sales Representative
Brandsmart, USA
Miami, Florida
09.2018 - 02.2021
- Communicated pricing, promotions, and product features effectively to enhance customer understanding and drive sales.
- Explained pricing, promotions, and product features clearly and confidently.
- Processed transactions accurately and handled returns or exchanges professionally.
- Addressed customer questions and concerns promptly in person and over the phone to ensure positive shopping experiences.
- Worked closely with warehouse team to confirm in-stock items and guided customers through online order placement when items were unavailable in-store, helping secure completed sales.
- Collaborated with coworkers, and managers daily to ensure smooth daily operations.
- Collaborated with warehouse team to verify in-stock items and assisted customers with online order placement, facilitating completed sales when items were out of stock in-store.
- Coordinated training for new hires to enhance their integration into the team.
Education
Facials Specialty -
The English Center
Miami, Florida 08.2023 - 12.2023
High School Diploma -
Robert Morgan High School
Miami, Florida 08.2015 - 07.2019
Skills
- Patient appointment coordination
- Patient intake
- Patient check-in process
- Patient record management
- Call handling
- Data entry
- Customer service experience
- Experienced in high-volume customer environments
- Bilingual English/Spanish
- Software proficiency
- Excellent problem-solving abilities
- Conflict resolution
- Adaptability
- Team player with strong collaboration skills
- Data entry
Certification
- Florida Facials License December 2023
- Acne Treatment Certification PostQuam, Miami 2023
- Micro-needling Certification PostQuam, Miami 2023
- Aparatology Certification PostQuam, Miami 2023
- Introduction to Content Marketing – University of Miami 2025
Timeline
Patient Access Representative
University of Miami Sylvester Comprehensive Cancer Center
07.2025 - 07.2026
Wax Specialist
European Wax Center
05.2024 - 07.2025
Facials Specialty -
The English Center
08.2023 - 12.2023
Server Assistant
Fisher Island
05.2022 - 08.2022
Customer Experience/ Business Development Representative
PayCargo LLC
02.2021 - 08.2023
Sales Representative
Brandsmart, USA
09.2018 - 02.2021
High School Diploma -
Robert Morgan High School
08.2015 - 07.2019