Call Center Customer Service
Resume:
Chavely Rivera-
Taveras
**************@*****.***
08873
ADDRESS
PHONE
Syneos Health
Operations Manager
New Jersey
April-2015 - Present
Primarily responsible/accountable to manage all implementation and operational activities necessary to meet the Clients/internal business leads needs/expectations, business objectives, and contractual metrics for all assigned sales, nurse, market access, and/or medical science liaison teams (projects). Number of assigned projects/teams can vary from being dedicated to a single project, to managing several projects, either for the same Client, or for several di erent Clients. Number of assignments is dependent on scope and complexity of each project. Key activities include performance or oversight of the assigned projects administrative tasks, coordination and oversight of interdepartmental operational e orts to support the project, and
coordination/communication of reports (regularly scheduled and ad hoc) and operational updates during the initial implementation of a project as well as post deployment (steady state). Syneos Health (formerly inVentiv Health)
Operations Coordinator
New Jersey
April-2015 - May-2016
Primarily responsible/accountable to manage all implementation and operational activities necessary to meet the Clients/internal business leads needs/expectations, business objectives, and contractual metrics for all assigned sales, nurse, market access, and/or medical science liaison teams (projects). Number of assigned projects/teams can vary from being dedicated to a single project, to managing several projects, either for the same Client, or for several di erent Clients. Number of assignments is dependent on scope and complexity of each project. Key activities include performance or oversight of the assigned projects administrative tasks, coordination and oversight of interdepartmental operational e orts to support the project, and
coordination/communication of reports (regularly scheduled and ad hoc) and operational updates during the initial implementation of a project as well as post deployment (steady state). Syneos Health (formerly inVentiv health)
Engagement Center Agent
New Jersey
July-2017 - March-2015
First point of contact for the Nava Program; a unique service provided to people with hemophilia and their supporters. Responsible for creating a rich, personalized, and engaging experience for people with hemophilia and their supporters through acknowledgement and assistance. Provide Nava members with valuable resources, information, tools and events designed for their individual needs. Medimedia Inc.
Physician Advisor
Carlstadt, NJ
May-2009 - May-2012
Contact medical practices to hold two-way informational discussions with other Physicians about disease management and the best use of pharmaceutical products to reach positive patient outcomes. All discussions within a speci c FDA-approved guideline and sponsored by di erent Pharmaceutical Companies.
EXPERIENCE
Greater New York Gastroenterology
Medical Assistant
New York
December-2008 - March-2009
Perform administrative and certain clinical duties under the direction of physician. Administrative duties include scheduling appointments and maintaining medical records. Clinical duties include taking and recording vital signs and medical histories, preparing patients for examination, drawing blood, and administering medications as directed by physician.
United Nearshore Operations
Quality Auditor
Santiago, Dominican Republic
January-2005 - November-2008
Provide training, coaching, feedback and assistance to call center representatives to make sure they understand new policies and procedures for quality. Perform telephone and other audits to ensure quality of work. Prepare reports to identify trends and determine average scores upon request. Assist Management sta in identifying areas of improvement in ongoing sta training and development needs and identifying quality issues and trends.
United Nearshore Operations
Customer Service
Representative
Santiago, Dominican republic
January-2004 - December-2014
Under immediate supervision, respond to phone calls received to the Call Center; with information, assistance, or transfer the call to appropriate person or department; record information regarding calls, into a database.
Ponti cia Universidad Catolica Madre y
Maestra (PUCMM)
Doctor of Medicine (M.D.)
Santiago, Dominican Republic
2008
EDUCATION
SKILLS
Clinical Training and Medical Terminology
Bilingual
Strategic-relationship/partnership-building skills Strong professional ethic
Strong organizational and multitasking skills
Pro ciency in Microsoft O ce applications
(SharePoint, Excel, PowerPoint, Word)
Detail-oriented
Patient/client-focused service
Experience with CRM documenting software -
Salesforce.com
Strong interpersonal and oral/written communication skills
Proven leadership skills.
Fundamental understanding and application of project management principles and skills
Strong aptitude towards usage of automated systems LANGUAGES
English
Spanish
Advanced
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