Customer service specialist with over 8 years of experience in healthcare and BPO, skilled in bilingual communication, healthcare scheduling, and staff training.
Effectively communicated in English and Spanish to serve diverse client and patient needs.
Provided high-quality support for healthcare and general customer inquiries via phone and email.
Managed appointment setting, patient eligibility verification, and insurance claims processing.
Led training sessions and coached new agents to ensure adherence to service standards.
Contact Center Dominicana (CCD)
Conducted training sessions for new agents, Ensured understanding of company protocols and service quality standards, Delivered bilingual training in English and Spanish, Monitored agent performance and provided coaching sessions
Contact Center Dominicana (Gastro Center of Maryland)
Handled inbound and outbound calls, Assisted patients with appointment scheduling and insurance inquiries, Ensured accurate documentation of patient data, Collaborated with healthcare providers
Teleperformance
Delivered high-quality customer support, Assisted clients with policy explanations and claims follow-ups, Maintained customer satisfaction targets
Engagent Health Agency
Specialized in patient scheduling for healthcare services, Verified patient eligibility and confirmed provider availability, Documented scheduling details
Flight Attendant Program
Spanish Teaching Studies
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Utilized soft skills to resolve customer conflicts and maintain satisfaction.
Alorica
Managed customer inquiries via phone and email, Developed skills in de-escalation and conflict resolution
