call center associate

ESMERALDA D’SILVA

Colorado Springs, CO ***** 503-***-**** *****.*****@*******.***

Experienced behavioral health associate and receptionist with 2+ years in patient care, documentation, and administrative support. Skilled in establishing rapport, improving satisfaction scores by 30%, and streamlining workflows resulted in a 20% increase in efficiency. In just 1 year, decreased scheduling errors by 40% and improved revenue cycle management. CORE COMPETENCIES

Clerical/Office Support Reception Medical Records Charge Entry Referral Retrieval of Medical Information Communication Collaboration Patient/Family Relationship Accountability Relationship-Based Care Ambulatory Care Chronic Care Business Office Procedure Working Relationship

PROFESSIONAL EXPERIENCE

Student Advocate University of Colorado, Colorado Springs Colorado Springs, CO Aug 2024 – Dec 2024

• Organized and facilitated weekly group therapy sessions for at-risk students, leading to a 30% improvement in mental health outcomes and a 20% increase in academic performance.

• Collaborated with various student organizations to develop personalized outreach strategies for underrepresented groups, resulting in a 30% increase in participation rates in cultural programs.

• Advised and mentored 8 mentees from various cultural and identity-based student organizations and support groups on various mental health and academic performances.

• Organized community meetings, study group sessions and social events for all students at UCCS. Seasonal Bookstore Associate University of Colorado, Colorado Springs Colorado Springs, CO Oct 2024 – Nov 2024

• Assisted with ordering, receiving, merchandising and stocking; communicated discrepancies to upper management.

• Operated the cash register accurately and effectively on a daily basis; creating and maintaining accurate reports, records, and files, and maintained a clean and orderly bookstore and stockroom

• Provided quality of service to students, faculty, staff and local community at UCCS. Behavioral Health Associate Peak View Behavioral Health Colorado Springs, CO Jun 2024 – Jul 2024

• Delivered comprehensive care to patients of all ages, addressing acute, wellness, and chronic needs, resulting in a 20% increase in patient satisfaction.

• Utilized strong communication skills to establish rapport with patients and staff, resulting in 30% increase in patient satisfaction scores and positive feedback.

• Supported clinic operations by assisting with patient documentation, contributing to a 10% improvement in overall workflow and patient satisfaction.

• Coordinated referrals, insurance verification, and prior authorizations, streamlining administrative processes and improving efficiency by 20%.

• Demonstrated personal accountability for relationship-based care, reflecting organizational mission and core values in all interactions.

Operations Processor Randstand Staffing, Wells Fargo Hillsboro, OR Feb 2022 – Jun 2022

• Collaborated with team members to interpret and implement company policies, leading to a more cohesive work environment.

• Managed incoming work, coordinated appropriate resources, and efficiently entered transactions into company systems.

• Spearheaded multifaceted business and customer support initiatives, leveraging technical expertise to resolve issues.

• Built a comprehensive understanding of policies, procedures, and compliance requirements while utilizing online systems.

• Improved processes by offering valuable feedback and innovative ideas for optimizing customer support operations. Student Advocate Portland Community College Portland, OR Oct 2020 – Jun 2021

• Engaged with students, provided guidance, and allocated college resources to ensure academic and personal success.

• Continuously fostered a positive and inclusive campus environment by actively addressing and resolving student issues.

• Implemented innovative programs aimed at supporting and advocating for the diverse needs and interests of students.

• Participated in campus committees and took initiative in organizing events and activities to enhance student participation.

• Worked with all levels of management to ensure that appropriate processes/controls were established and documented. Customer Service Agent Freedom Mortgage Beaverton, OR May 2020 – Oct 2020

• Documented customer interactions in the company database, ensuring a complete record of inquiries and resolutions.

• Addressed customer inquiries, concerns, and requests related to their mortgage accounts to ensure regulatory compliance.

• Ensure customers understood their mortgage terms, payment schedules, and options for resolving delinquent payments.

• Strategically demonstrated awareness of company policies and procedures while applying strategic, sound judgement.

• Effectively made recommendations regarding ways to improve the institution and provide the best customer experience. Dental Receptionist Virginia Garcia Dental Clinic Cornelius, OR Feb 2017 – Feb 2018

• Utilized computer systems to maintain organized medical records, resulting in improved efficiency and accessibility for patient documentation.

• Demonstrated exceptional detail-oriented approach, ensuring accurate patient documentation and billing for streamlined operations.

• Demonstrated exceptional knowledge of business office procedures to ensure accurate billing functions, resulting in a 40% decrease in billing errors and improved revenue cycle management.

• Improved patient check-in and check-out process efficiency by 20% through streamlined workflows, resulting in reduced patient wait times and increased satisfaction

• Maintained accurate and efficient office procedures, resulting in a 40% decrease in patient scheduling errors and improved overall patient satisfaction.

EDUCATION & CERTIFICATIONS

Bachelor of Science in Nursing (BS) In Progress – July 2026 University of Colorado, Colorado Springs – Colorado Springs, CO Medical Assistant Certification (MA) In Progress – March 2025 MedCerts – Colorado Springs, CO Basic Life Support (BLS) Completed American Heart Association– Colorado Springs, CO TECHNICAL SKILLS

Microsoft Office Suite (Outlook, Word, Excel, PowerPoint), EMR Software, Medical Terminology, Windows XP, Windows 7, Search Engines (Google Chrome, Safari, Microsoft Edge)

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