Customer Service Call Center
Resume:
Nakaira Gonzalez
Bristol, CT 06010
*******.********@***.***
Skills
- Bilingual (English & Spanish) - Exceptional Customer Service and Call Center Expertise - Strong Written and Verbal Communication Skills - Patient, Empathetic, and Skilled in De-escalation - Child Safety, Hygiene, and Development Knowledge - Stress Management and Organizational Abilities - Proficient in Activity Planning and Team Collaboration Professional Experience
Empower (Remote) — Customer Service Representative June 2022 – Present
- Respond to participant inquiries regarding retirement plans with professionalism and accuracy.
- Provide web and technical support, ensuring customer satisfaction and issue resolution.
- Handle escalated customer complaints with empathy, transferring to supervisors when needed.
- Consistently meet or exceed call center performance metrics including quality, adherence, and resolution.
- Collaborate with team members in meetings and one-on-one sessions to enhance efficiency.
- Maintain compliance with company policies and procedures while upholding a high level of professionalism.
Litchfield Hills Orthopedics, Bristol, CT — Medical Receptionist / Front Desk Lead August 2019 – June 2022
- Managed dual offices (Orthopedics and Therapy PT/OT) with efficiency.
- Scheduled and managed appointments using AthenaNet; supported billing transactions.
- Verified insurance benefits, precertifications, and authorizations for medical services.
- Assisted doctors during in-office procedures and maintained medical supply inventory.
- Processed patient payments and ensured accurate documentation. Sharon Adler, M.D., Bristol, CT — Medical Receptionist (OB/GYN) June 2017 – July 2019
- Transitioned from Temp to Hire due to exceptional performance.
- Scheduled surgeries, diagnostic tests, and in-office procedures.
- Maintained patient records, filed paperwork, and processed insurance authorizations.
- Supported billing processes using ICD-10 and procedural codes.
- Assisted physicians with patient communications and in-office procedures. Where Imagination Grows Daycare, Mt. Vernon, NY — Teacher Assistant June 2014 – December 2016
- Provided childcare for infants through age 8, including children with special needs.
- Assisted lead teachers with lesson planning, activities, and classroom management.
- Maintained safe, clean, and engaging environments for children. Astor Academy Office, Bronx, NY — Community Service / Volunteer January 2010 – May 2014
- Answered phone calls, filed documents, and maintained records.
- Escorted visitors and assisted with clerical tasks.
- Gained experience in basic computer operations (typing, printing, file management). Education
Astor Collegiate Academy, Bronx, NY — High School Diploma (2014)
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