Yesenia Olivas
Glendale
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Overview
12
12
years of professional experience
Work History
Call Center Representative
Ansafone call center
01.2023 - Current
- Reschedule patient appointment
- Cancel appointments
- Confirmed appointments
- Request prescription refill
- Process specialist orders
- Provide patient results labs, MRI
- Provide medical advice
- Provide clinical information
- Handle Incoming and outgoing calls
- Managed inbound calls and resolved customer inquiries efficiently.
- Documented customer interactions in the call center database accurately.
- Assisted customers with product information and troubleshooting issues.
- Maintained knowledge of company policies and procedures for effective support.
- Handled escalated calls and ensured satisfactory resolutions for customers.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Navigated through computer systems to review information and respond appropriately to callers.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Maintained strong call control and quickly worked through scripts to address problems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Offered resolutions to de-escalate calls and solve customer issues.
Amazon Central Operation
01.2020 - 01.2022
- Check status on packages
- Process customer refund
- Customer service
- Ability to work independently
- Took incoming calls
- Handled customer questions
- Computer processing
- Schedule new routes for amazon drivers
Shipping and receiving clerk
Humana Inc.
01.2016 - 01.2021
- Pack and ship medication
- Manifest Packages
- Verify sensitive patient information
- Inspect package quality
- Sorting in the doc
- Meeting rate in every station
OTC Clerk
Humana Inc.
01.2015 - 01.2016
- Manifest packages
- Pack and ship over the counter medication
- Inspect packages quality
- Picking over the counter medication
- Meeting rate in every station
Customer Service
Sally
01.2014 - 01.2015
- Help clients find the right product
Education
Phoenix college - medical Billing and Coding
Phoenix college
Diploma -
Glendale High School
Skills
- Bilingual Spanish and English
- Quick learner
- Team player
- Appointment scheduling
- Customer relationship management
- Medical records processing
- Patient communication
- Database management
- Call handling techniques
- Quality assurance practices
- Problem solving
- Time management
- Active listening
- [Language] fluency
- Data gathering
Accomplishments
Certificate of appreciation for 4 years with the company
Timeline
Call Center Representative
Ansafone call center
01.2023 - Current
Amazon Central Operation
01.2020 - 01.2022
Shipping and receiving clerk
Humana Inc.
01.2016 - 01.2021
OTC Clerk
Humana Inc.
01.2015 - 01.2016
Customer Service
Sally
01.2014 - 01.2015
Phoenix college - medical Billing and Coding
Phoenix college
Diploma -
Glendale High School