Customer Service Support
Resume:
Maggie Derival
Pompano Beach, FL *****
********@*****.***
Seasoned Customer Support Specialist with 7 years of experience in customer service roles. Proficient in managing customer queries, complaints, and coordinating with cross-functional teams. Fluent in Haitian Creole, skilled in de-escalating issues, and maintaining high customer support standards. Seeking a Customer Service Representative role.
Work Experience
Customer Support Specialist
MedMinder Pharmacy - Needham, MA
October 2020 to March 2024
• Adhere to Service Level Agreements (SLAs) to ensure timely issue resolution, maintaining customer satisfaction and trust.
• Contribute to the upkeep of the Customer Support Team's knowledge base, ensuring it remains updated with current processes, procedures, and best practices.
• Serve a diverse customer base, including Haitian Creole-speaking patients, across multiple communication channels, ensuring their needs are met and concerns are addressed efficiently.
• Consistently meet and exceed baseline performance metrics while providing valuable feedback to enhance the efficiency of the customer service process. Intake Coordinator
Pro Sports Orthopedics - Brighton, MA
April 2019 to June 2020
• Coordinated and scheduled appointments for a team of orthopedic specialists, ensuring efficient patient flow and maximum team productivity.
• Assisted multilingual patients by facilitating interpreter-assisted calls, thereby improving communication and patient satisfaction.
• Oversaw patient registration, insurance verification, and medical record submission processes, directing calls to appropriate departments for optimal service delivery. Administrative Assistant
Respond Inc. - Somerville, MA
January 2018 to February 2019
• Streamlined internal communications by efficiently handling incoming calls, directing them to the relevant individuals, and managing conference room scheduling, resulting in improved business operations.
• Oversaw financial transactions, including managing donations and preparing essential documents for annual audits, contributing to the organization's financial transparency and accountability. Interim Church Administrator
Grace Episcopal Church - Medford, MA
October 2017 to December 2017
• Managed daily operations and provided comprehensive administrative support, facilitating effective communication via various channels and maintaining an updated church calendar.
• Streamlined administrative processes, including scheduling, database management, office supply inventory control, and equipment maintenance, optimizing efficiency and organization.
• Produced vital financial reports, supported Stewardship Committee initiatives, and ensured timely distribution of monthly newsletters to parishioners without computer access. Reception/Administrative Assistant
Lincoln Tech - Somerville, MA
August 2016 to September 2017
• Managed initial communication with visitors and potential students, including screening and assessment prior to their admission and financial aid meetings.
• Handled administrative tasks such as mail distribution, student enrollment in CampusVue database, preparation of orientation materials, and assignment of incoming leads in Salesforce. Education
Diploma in Haitian Creole Medical Interpreter None Suffolk University - Boston, MA
Skills
• Computer Literacy
• Office Management
• Event Planning
• Epic Software
• Medical Scheduling
• Sales Experience
• Communication Skills
• Customer Service
• Medical Terminology
• CRM Software
• Microsoft Office
• Windows
• Translation
• Medical Records
• Salesforce Software
• Time Management
• Multi-Line Phone Systems
• Administrative Experience
• Proofreading
• Data Entry
• Software Troubleshooting
• Interpretation
• Mac OS
• Microsoft Office
• Computer skills
• SharePoint
• Google Docs
• Adobe Acrobat
• CRM software
• Salesforce
• Translation
• HIPAA
• Customer service
• Sales
• Bilingual
• Communication skills
• Marketing
• Hospitality
• Zendesk
Certifications and Licenses
Court Interpreter Certification
Driver's License
Assessments
Medical terminology — Completed
January 2023
Understanding and using medical terminology
Full results: Completed
Call center customer service — Proficient
August 2022
Demonstrating customer service skills in a call center setting Full results: Proficient
Verbal communication — Proficient
August 2022
Speaking clearly, correctly, and concisely
Full results: Proficient
Proofreading — Completed
June 2021
Finding and correcting errors in written texts
Full results: Completed
Data entry: Attention to detail — Proficient
May 2023
Maintaining data integrity by detecting errors
Full results: Proficient
Retail customer service — Proficient
February 2023
Responding to customer situations in a retail setting Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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