EDANIZ R. AYALA

aduuts@r.postjobfree.com 689-***-**** Winter Park, FL 32789

Summary

Actively seeking a customer service position where I can optimize my problem-solving and organizational skills to

contribute to increased customer satisfaction

Engaging Sales Associate committed to providing outstanding customer service and maximizing sales. Focused on

team support and customer relationship building. Persuasive and friendly individual poised to consistently exceed

performance standards and sales targets.

Skills

Critical thinking and Time management

Problem solving Emotional Intelligence

Teamwork and Initiative

Collaboration 60 WPM

Professionalism and Computer proficiency

Strong work ethic Leadership experience

Communications skills People skills

Adaptability Bilingual

Organization CUSTOMER RELATIONS

Open-mindedness

Experience

Resource Planning Associate Representative Cigna - FL 10/2022 - Current

Provided information regarding services and policies.

Maintained daily calendars, set appointments with clients and planned daily office events.

Sorted incoming mail and directed to correct personnel each day.

Qualified customers' interest levels by building trust through conversation and utilizing provided scripts.

Obtained names and telephone numbers of potential customers from various sources, entering information into

job-related software and word processing systems.

Balanced customer schedules, employee availability and maximum load levels while scheduling appointments.

Distributed to team members to support open communication and quality customer service.

Responded to customer issues to provide immediate resolution and improve retention.

Answered inbound customer calls and responded to inquiries.

Listened to client concerns and asked questions to better understand needs.

Assisted with new patient registration and appointment scheduling.

Maintained composure and patience in dealing with aggressive customers.

Worked with customers while accessing, reading and inputting information into numerous applications.

Built trusted partnerships through open and interactive communication to earn positive customer feedback.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Inbound Call Center Agent Contact Source - Winter Park, FL 07/2022 - 10/2022

Greets and receives customers in a welcoming manner

Responds to customers' questions.

Answered inbound calls to provide information, answer questions or discuss payment options.

Accepted inbound calls and reached out to connect with customers in need of service and support.

Implemented basic troubleshooting and support techniques to enable speedy resolution of callers' issues.

Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish

lucrative client relationships.

Answered incoming calls and provided highest level of professionalism and knowledgeable service to every

customer.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Cross-sold additional products and services to purchasing customers.

Generated sales by prospecting leads, cold calling and negotiating advantageous deals.

Updated customer accounts, addresses and contact information within call management databases.

Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business

relationships.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Navigated through computer systems to review information and respond appropriately to callers.

Offered resolutions to de-escalate calls and solve customer issues.

Engaged actively with callers, confirming or clarifying information and diffusing anger.

Utilized job-related software to prepare change of address records and issue service discontinuance orders.

Adjusted bills and refunded money to resolve customers' service or billing complaints.

Handled 90+ inbound calls each day

MEDICAL RECEPTIONIST/MEDICAL ASSISTANT Global Neuro And Spine Institute - Winter Park, FL 04/2022 - 07/2022

Checked patients in making sure they filled out pre-registration

Set up appointments for physician visits and procedures using calendar software.

Updated group medical records and technical library to promote smooth office operations.

Answered multi-line phone system and directed callers to requested personnel and departments.

Retrieved faxes and uploaded documents to patient charts to assist clinical staff.

Delivered high-quality administrative and customer service to sustain patient and work flows.

Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical

assistants.

Scheduled and followed up on patient appointments, collected and processed patient payments and

maintained patient files.

Protected patients by observing strict HIPAA guidelines.

Greeted each patient pleasantly and offered desk sheet for easy sign-in.

Informed patients of financial responsibilities prior to rendering services.

Trained new staff on office procedures, insurance processes and medical terminology.

Gathered, transcribed and typed medical information into charts.

Entered insurance, demographics and health history into patient database.

Called patients to confirm scheduled appointments and obtain additional details.

Took messages from patients and promptly relayed to appropriate staff.

Straightened up waiting room to maintain neat and organized space.

Processed patient payments and scanned identification and insurance cards.

Conducted patient intake interviews to collect medical information and insurance details.

Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or

appointments.

Collect lab specimens

Gave each patient a Urine cup and input results into patients chart

Protects patients' rights by maintaining confidentiality of medical, personal, and financial information

Answered incoming calls to office and assisted with any questions and concerns

Scanned in all patient paperwork at the end of each work day

Checked out patients while scheduling next appointment and dispensing any medication

Provider listed in encounter notes.

Knowledgeable with CPT and ICD-9 codes

High level of proficiency relating to medical terminology and strong healthcare background

Applied knowledge of medical terminology and insurance processes to support office administration productivity.

Checked patients in and out for appointments and collected co-payments.

Maintains operations by following office policies and procedures, reporting needed changes

MEDICAL RECEPTIONIST/REFERRAL COORDINATOR ADVENTHEALTH 11/2021 - 03/2022

Uploaded each patients imaging after their procedure into their chart

Checked patients in updating any information such as ID cards, demographics and other patient profile

information

Kept patient appointments on schedule by notifying provider of patient's arrival, reviewing service delivery

compared to schedule, and reminding providers of service delays

Comforts patients by anticipating patients' anxieties, answering patients' questions, and maintaining the reception

area

Maintains patient accounts by obtaining, recording, and updating personal and financial information

Obtains revenue by recording and updating financial information, recording and collecting patient charges,

controlling credit extended to patients, and filing, collecting, and expediting third-party claims

Maintains business office inventory and equipment by checking stock to determine inventory level, anticipating

needed supplies, placing and expediting orders for supplies, verifying receipt of supplies, and scheduling

equipment service and repairs

Expedited patient referrals to specialty offices, faxed medical records, answered patient and specialty office calls

and completed referral requests

Sent out referrals to PCP offices as requested using EMR system Athena Net.

SERVICE DESK LEAD Home Depot - Winter Park, FL 11/2019 - 03/2021

Enters and audits all purchase orders for The Home

Depot (THD) stores including type, amount, total,

aduuts@r.postjobfree.com 689-***-**** 3 cost and delivery schedule for the order(s), prepares daily batch sales

reports

Arranged daily deliveries to customer and other nearby stores

Worked directly with dispatchers to schedule appointments for timely deliveries and to resolve delivery/schedule

issues as they arise according to established department policies and procedures

Multi-tasks on a regular basis by keyboarding, order in-take and assisting customers as needed

Provided timely feedback to the department regarding service failures or customer concerns, while working to

assist store level associates with product inquires

Partnered up with the sales team to meet and exceed customer's service expectations

Provided assistance at store level with product knowledge questions

Reviews inventory; identifies out of stock product by reviewing with internal and external vendors, reports results or

needs as directed

Works with Customer Service Reps in maintaining

POP stock, provides training in accordance with department/company policies/procedures, assisting with RTV

and/or various store issues

Create an inspiring team environment with an open communication culture

Set clear daily/weekly goals

Monitor team performance

Discover training needs and provide coaching to new and existing associates

Covered other departments for other department supervisors

Directed calls to product line specialists, application and system specialists and vendor resources and alerted

management to recurring problems.

SALES ASSOCIATE KEYHOLDER MADRAG 07/2019 - 10/2019

Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Sold various products by explaining unique features and educating customers on proper application or usage.

Engaged customers in friendly, professional dialogue to determine needs.

Assisted teammates with sales-processing tasks to meet daily sales goals.

Developed trusting relationships with customers by making personal connections.

Helped customers find specific products, answered questions and offered product advice.

Arranged new merchandise with signage and appealing displays to encourage customer sales and move

overstock items.

Used technology resources to assist customers in locating and selecting items.

Built and maintained relationships with peers and upper management to drive team success.

Trained new team members in cash register operation, stock procedures and customer services.

Answered incoming telephone calls to provide store, products and services information.

Collected payments and provided accurate change.

Tracked company inventories, moved excess stock and arranged products to improve sales.

Received and displayed product shipments on store retail shelves upon delivery.

Adhered to company initiatives and achieved established goals.

Increased purchase amounts by cross-selling with similar products.

Obtained signatures for financial documents and internal and external invoices.

Worked with fellow sales team members to achieve group targets.

Education and Training

HIGHSCHOOL Winter Park, FL

HS DIPLOMA

Certifications

SPANISH-FLUENT

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