Customer Service Data Entry

**** ********** **** • chula vista, CA *****

rESIDENCE 619-***-****● e mail **********@*******.***● mobile (619) 307

6863

JOAN l.MIRANDA

SUMMARY OF QUALIFICATIONS

An experienced Bilingual Customer Service Professional with a Bachelor’s Degree in Information

Security. Demonstrates strong communication skills and the ability to work individually or in groups. I have almost 7

years of experience providing dedicated customer support in a high call volume Healthcare Call Center for a nurse

advice line. An unwavering commitment to customer service, with the ability to resolve any customer issues. Able to

solve problems, find common ground, and achieve customer satisfaction. Strong ability to interpret, apply and explain

ordinances, policies and procedures. I Lead by example and ensure the execution of all safety, security, quality and

department operations policies.

professional experience

09/2003 2010 Kaiser Permanente (KP OnCall ) San Diego, CA

Customer Support Specialist

Assists in the telephone triage process by taking all patient/physician/facility requests

Obtained the callers demographic data and directing triage calls according to policy.

Utilize NICE Application and AVAYA program to manage calls, learned to utilize its

different functions and capabilities along with our Interactive Client program

Volunteered to train new Customer Service Specialists every time a new group was

hired.

Assisted the Administrative and IT Departments when new outreach programs were

being developed as well as volunteering with testing pilots for new software programs.

Certified Level 2, Bilingual Interpreter for nurses who needed assistance with patient

Detail oriented and works with a high degree of accuracy

Ability to multitask

Handles confidential and personal information appropriately

Ability to tactfully handle stressful and difficult situations

Possess strong communication and problem solving skills.

08/2001 2003 Sharp Memorial Hospital San Diego, CA

Materials Management/O.R Equipment Technician

Maintained O.R equipment

Ordered supplies through requisition and purchase order format via Lawson.

Distributed supplies throughout the O.R and other surgical departments

Maintained & monitored Omni Cell supply cabinet

Assisted Biomedical Department in determining problems with defective equipment

Worked closely with numerous Operating Room vendors in relation to equipment and

supplies

skills

Skill Name Skill Level Experience

Customer Service Expert 6+ years

Call Center Service Operations Expert 6+ years

Complaint Handling/Dispute Resolution Expert 6+ years

Data Entry Expert 6+ years

Multiline Phone Use Expert 6+ years

MS Word, Excel and Access Expert 6+ years

EDUCATION

09/2005 2008 ITT Technical Institute San Diego, CA

Bachelors of Science ISS ( Information Security Systems and Networking )

06/2001 2003 ITT Technical Institute San Diego, CA

Associates Degree in CEET (Computers Electronics Engineering Technology)

REFERENCES

Available upon request

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