Experience

• 

  Adt

  Feb 2009 - Aug 2015

  Emergency dispatch operator us/pr | technical support | corporate spanish interpreter | home health

  Responsibilities: Bilingual Account Management and Translation, Dispatch, Billing, Alarm Response, Loyalty,Corporate Relations, Scheduling, Internal Agent Translation, Corporate Translation, Disability Assistance,Troubleshoot over 20 different alarm systems, PULSE, CCTV, Wifi, POE

• 

  Incomm payments

  Sept 2015 - Mar 2016

  Tier 2 myvanilla.com | myvanilla visa card (us/can) | florida epass | target redcard support

  : Bilingual Support and Translation, Transaction Disputes, Identity Verification, FraudIdentification, Law Enforcement Assistance, Account Termination, Card Restriction Education, Report / CloseFraudulent Bank Accounts

• 

  Brown fertility

  Mar 2016 - now

  * Balance company goals with customer satisfaction.*Deliver exceptional products and services that meet or exceed customer expectations*Navigate complex interpersonal relationships with team members and management .* Strive for continuous improvement in processes and procedures, and balancing quality with efficiency in decision-making*Supervise Patient Care representatives who are responsible for delivering good Practices and other quality-related policies in order to meet product quality standards* Audit quality control of inbound and outbound calls *Assist in investigating and correcting quality-related issues (including customer complaints) through collaboration with other departments.*Make proactive recommendations and offering/presenting solutions to the Quality Systems & Regulatory Compliance Department Management to improve quality and work efficiency* Share knowledge, skills and information with other personnel in the Quality Systems & Regulatory Compliance Department and across functional areas.*Assist in the implementation of policies, operating procedures, quality systems and programs which ensure proper testing, evaluation, and patient support in order to meet quality standards*Ensure good performance by Patient Care Representatives by mentoring, training, setting expectations, providing accountability, and performing evaluations.* Maintain a fair and professional work environment that focuses the business objectives, but also balances quality of work-life factors for employees.* Attend and participate in all appropriate meetings.* Perform other duties as directed by the Quality Systems & Regulatory Compliance Department management.*Document call response times, customer hang ups, and agent contacts to ensure customer service quality metrics performance and compliance with call center standards and procedures Show less Evaluate phone reporting system and software to ensure they meet organization's quality standards. Identify ways to improve product quality and meet the organization's quality standards.Implement and monitor phone system functionalities, reliability, performance, and quality.Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.Compile and analyze statistical data.Draft quality assurance policies and procedures.Investigate customer complaints and issuesPROGRAMS: Zultys, SQL server Manager Studio, MXIE Management Studio, Excel Show less *My job is to complete administrative tasks related to surgical operations. *Coordinating surgeries: coordinate doctor's schedule with hospital blocks, request PA assistant, equipment and obtain consents.*Attend to Quality control Supervisor duties.*Experience with Reproductive endocrinology and some Obstetrician medical terminology and procedures recommendations.*Answering phones and emails.*Assisting with the billing and Authorization process.*Scheduling surgical operations.*Prescription authorization through pharmacy for surgical procedures*Providing patients with instructions both before and after surgery. Show less

  • Call Center Quality Assurance Supervisor

    Oct 2022 - now

  • Quality Analyst

    May 2022 - now

  • Surgical Coordinator

    Aug 2019 - Jun 2022

  • Patient Care Representative/ Interpreter at Brown Fertility

    Mar 2016 - Aug 2019