Customer Service High School

Angela Maria Fernandez Florez

+63-096******** - +57-318*******

***************@*******.***

Pasig, Metro Manila

SKILLS

-Professional and Smart Presentation

- Emotional intelligence

-Time management skills

- Documentation and Reporting Grammar Expertise

-Clear communication skills

-Resolving Discrepancies

EDUCATION

2022

Fundación Universitaria Juan N. Corpas – Bogotá

Bachelor Degree: Nursing

- Graduate

- Academic Achievement Award Medal of honor from the rectory for serving in health centers during the COVID-19 pandemic (2022))

SUMMARY

Professional nurse, with experience being an assistant and advisor in customer service in health, and health professional through training practices during 3-year professional training in various health services and specialties with various courses and diplomas in health, customer service and languages, with computer skills and human competencies such as teamwork, leadership, resolution of communication problems, perseverance, emotional maturity, commitment, adaptability, responsibility, perseverance, flexibility, time management and active listening.

2018

Gimnasio Montreal- Bogotá

High School

-Academic Achievement Award

- Honorable mention for loyalty to the institution in basic secondary school (2018)

- Honorable mention for excellent support of an eleventh- grade project in basic secondary school (2018)

- Honorable mention for academic excellence first place Eleventh A in basic secondary school (2018)

- Recognition for “Best Bachelor” 2018

CERTIFICATIONS

-Course Create your digital communication plan for the Chamber of Commerce of Bogotá

-Course Learn to sell through social networks from the Chamber of Commerce of Bogotá

-Course on how to develop soft skills for entrepreneurship

-Microcapsule of the Chamber of Commerce of Bogotá

-Guidance Course on Telehealth and Telemedicine of the Ministry of Health

-Course on Productivity Improvement Methodologies of the Chamber of Commerce of Bogotá

-Course Lead teams in teleworking with the appropriate technology from the Chamber of Commerce of Bogotá

-Customer service through telephone communication

course of the national learning service sena

-Fundamentals of Digital Marketing at The Open University on Google Activate

LANGUAGES

- SPANISH (Native)

- ENGLISH (Advanced)

- ITALIAN - FRENCH (Beginner )

05/05/2025-Still

MEMBER ENGAGEMENT SPECIALIST-BILINGUAL

EASYHEALTH-IBLOSSOM MANAGEMENT OPC

Remote

Features:

-Schedule Annual Wellness Visit and Quality Visit appointments for Medical and Medicare USA patients in english and spanish, through various health insurance companies

-Assist patients on incoming and outgoing calls

-Teach new members about the functions, scheduling methods and tools

-Using tools, CRM, and information pages to manage patient medical records 27/11/2024-28/04/2025

SPANISH BILINGUAL COSTUMER SERVICE REPRESENTATIVE AND CONTENT MODERATOR

FCGES- Pasig, Ortigas

Features:

- Provide customer service to LATAM and USA clients with specific products (NBA, PFL, UGZ, CARE, WOM)

- Make cases in Jira about calls received in English and Spanish

- Reply to emails with different customer situations

- Perform content moderation of a social network CPT2 02/2024-14/10/2024

LEAD MANAGER OF SALES

Stream Network Solutions- Ayala, MAKATI

Features:

-Create various databases to know the statistics of daily, weekly and monthly sales

-Manage and monitor agent attendance, performance and calls

-Resolve agent problems

-Create new customer databases and assign them to different agents 01/2023 – 10/2023

ASSISTANT

INVERSIONES REYRE- Bogotá, Colombia

Features:

-Attended and captured meetings using short-hand formats to record discussions and conclusions.

- Assessed and modified office procedures to improve organization and accuracy.

- Screened incoming calls, inquiries and requests by taking messages and forwarding to relevant staff.

01/2020- 08/2020

TELEHEALTH AND COSTUMER SERVICE REPRESENTATIVE

Fundación Universitaria Juan N. Corpas

Remote-Bogotá, Colombia

Features:

- Education to the population on different topics (healthy habits, planning, chronic diseases, prevention and promotion of physical and mental illnesses, among others)

- Calling patients and schedule appointments

- Creation of databases for analysis

- Increased customer satisfaction by offering friendly, helpful and informative customer service.

COMPUTER SKILLS

-Basic knowledge of Microsoft Office programs (Word, Excel, Power Point, Access, Publisher)

-Knowledge and background in Google platforms: Gmail, Drive, Keeps, Forms, Sheets, Chat, Classroom)

-Knowledge in the use of meeting and appointment platforms: (Meet, Zoom, Teams, Doximity )

-Knowledge in the use of social networks and communication pages

-Knowledge in health platforms like EBSO, Epic, AccesMedicine, NNNConsult,UpToDate Prescription 2.0, Curitics

-Knowledge using applications and programs like Jira, Telzio, Five9, Jibble, UT

, Hubspot, Confluence, Atlassian

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