Customer Service Patient Services

Cristoferi C. Aquino

Residence: Avon, MA ***** Cellphone: 857-***-**** E-Mail: ****************@*****.***

EXPERIENCED ADMINISTRATIVE SUPERVISOR & OFFICE MGMT.

Talented professional with 8 years of experience in leading administrative operations, logistics and client services. Problem solver, strategic planner, and team leader committed to empower teams to execute projects delivering optimal results.

Clear communicator at all levels with demonstrated expertise. Professionally fluent in Spanish.

CORE STRENGTHS

• Project coordination • Leadership skills • Problem resolution • Confidentiality • Reliable •Task delegation • Scheduling • Worldwide shipping and E-commerce • Meeting arrangements •Event planning • Office costs control • Distribution •

PROFESSIONAL EXPERIENCE

C.B.P.S. Distribution Manager, Finance and Administration 12/15/2014 - Current

Administrative Supervisor for a (H.Q. Boston based) Trillion-dollar Investment Firm and Corporate Asset Mgmt.

Supervise a diverse group of 7 employees addressing business operations, distribution, logistics and worldwide shipping requests from executive level to administrative support and Facilities.

Impeccable organizational skills, records/task, and time management.

Manage sending/receiving, process and delivering company mail/packages including transactional confirms, litigation, financial transactions, and contracts globally, internal and externally across 19 offices.

Proficient in PC usage and data management including Microsoft Office & Apps, Google Suite, Calendar management and other software.

Order supplies and perform weekly inventory for office supplies for the administration team and the client.

Schedule vendor services for furniture, food, and IT supplies for internal meetings.

Carry through coaching sessions to improve team performance and conduct disciplinary action when needed.

Liaise with vendors and contractors reducing our department’s costs.

Provide daily, monthly and yearly operational data to the account site manager.

BMC Patient Services Coordinator, Administrative support 09/27/2013 - 12/08/2014

Administrative services, maternity leave coverage, temporary position.

Efficiently responded to in-person, online or telephone queries in a calm and friendly manner, scheduling services for patients for the Oral & maxillofacial department.

Received and processed requests for follow-up appointments and scheduled new visits.

Connected with various insurers to process payments and process patient referrals.

Liaised between departments to provide referring options with other schedulers.

Order and maintained inventory of office supplies for the department.

Produced reports on progress within the department and outline any developed strategies for improvement quarterly.

XEROX, ACS. SERVICES TEAM LEADER, OVERSEAS/D.R. 2012-2013

Communications, sprint project.

_Addressed customer service escalations and product deliveries.

_Planed, prepared, and devised work schedules.

_Observed and evaluated my team’s performance, provided feedback when necessary.

_Issued instructions and assigned duties to workers.

_Communicated with other departments and management to resolve problems and expedite work.

_Interpreted and communicated work procedures and company policies to staff.

_Helped workers in resolving problems and completing work.

_Maintained, and submitted reports and records, such as budgets and operational and personnel reports.

_Set up and maintained accounts and lines of services for new customers.

_Activated, Programmed, and troubleshoot Android and Apple devices.

_Performed Swaps and Flip Flops between service lines to make desired changes by my clients.

_Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

_Took escalated calls that passed basic troubleshooting and solved them using advanced troubleshooting.

_Created tickets when device damage to get replacement phone.

_Ensured/presented insurance packages to customers that did not have it on their accounts.

_Delivered excellent customer service motivated to maintain customer satisfaction and retention when receiving calls.

_Meeting and exceeding monthly call goals. (Estimated 1500).

_Responsible for receiving pending calls from connection sites while high call volume.

_Took orders and payments, arranged future payments when necessary.

_Capitalized on cross sales opportunities during every single interaction with existing and new customers.

_Top seller month of Nov. 2013.

_Achieved a customer satisfaction score not minimum than 96% in weekly performance.

_Applied military and special discounts when applicable.

_Guided existing and new customers when launching any promotion that they might be interested.

_Cross-sold packages including phones, tablets, accessories, We-Go phones etc.

_Liaison between colleagues and manager ensuring goals are met and exceeded.

_Consult with customers to evaluate needs and determine best options to avoid cancellation.

_Respond to questions and concerns about service when misinformation or misunderstanding.

_Developed procedures with my superiors when extremes situations and high-risk churn.

Education

MODERN LANGUAGES 06/2012 APEC UNIVERSITY

English.

HIGH SCHOOL (TECHNICAL DEGREE) 04/2012 POLYTECHNIC - INSTITUTE PILAR CONSTANZO

Accounting.

Extracurricular

_Northeastern University (The Panther Group)-Husky’s Intake Representative.

_Fencing Association (Sport).

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