Customer Service Leader with 20 plus years experience

ROSSY DELGADO

Bayonne, NJ 201-***-**** *************@*****.***

Professional Summary

Safety-focused customer service professional with 20+ years of experience in public-facing and fast-paced environments. Experienced working in a safety-sensitive setting, providing direct passenger assistance, delivering clear and professional communication, and adhering to established rules, procedures, and service standards. Demonstrates a strong understanding of high-quality customer service, situational awareness, and accountability while supporting operations in a 24/7 environment with variable hours. Reliable, punctual, and bilingual in English and Spanish. Skills

• Customer Service & Call Center Leadership

• Claims Analysis, Determination & Processing

• Reliable, punctual & strong Attendance

• In-Person, Virtual Meetings & Conference Calls

• Excellent Verbal & Written Communication

• Client Contract Negotiation & Execution

• Professional Demeanor & Appearance

• Quality Controls & Process Improvements

• Cross-Functional Team Collaboration

• Customer Advocacy & Service Management

• Revenue Handling & Accurate Documentation

• Calendar Coordination & Management

• High-Volume Customer Flow Management

• Proactive & Responsive Customer Service

• Adaptable to Variable Work Schedules

• Bilingual in English & Spanish

Work History

Front Desk Coordinator/ Billing Specialist 03/2025 - Current New Jersey Plastic Surgery – Montclair, NJ

• Manage patient scheduling and appointment confirmations, enhance office efficiency.

• Coordinate communication between patients and medical staff, improving service delivery.

• Assist in maintaining medical records and patient information accuracy.

• Process incoming calls and inquiries, ensuring timely responses to patient needs. Delegate patient inquiry to the accurate department.

• Process accurate billing by carefully reviewing invoices before issuing them to clients or submitting payment requests internally.

• Demonstrate a strong understanding of the core principles of high-quality customer service while managing in- person, phone, email, and SMS messaging interaction with patients.

• Train new hires in company-specific billing procedures and day to day task to contribute to their successful integration into the team.

Driver 01/2015 - Current

Uber Technologies Inc.

• Provided safe and reliable transportation for passengers, ensuring adherence to traffic laws and regulations.

• Delivered exceptional customer service by maintaining a friendly demeanor and addressing passenger inquiries.

• Navigated efficiently using GPS technology to optimize routes and minimize wait times for riders.

• Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.

• Demonstrated flexibility and availability in a 24/7 transportation environment with variable hours, including nights, weekends, and holidays.

• Maintained a professional appearance and demeanor while representing the company in a public-facing role.

• Assisted passengers with loading and unloading luggage for enhanced customer care.

• Achieved high customer ratings on post-trip surveys for timeliness, vehicle cleanliness, and customer service. Administrative Support Specialist 08/2023 to 05/2024 MD Respiratory Services - Bayonne, NJ

• Optimized turnaround times for prior authorization requests, collaborating closely with physicians and clinical staff to expedite necessary treatments.

• Assisted patients with insurance verification and billing inquiries, ensuring accurate processing and timely resolution.

• Verified and processed medical equipment supply orders in accordance with patient needs and provider requirements.

• Provided accurate information regarding healthcare services and insurance benefits to clients.

• Responded to customer requests, offering excellent support and tailored recommendations to address needs. Claims Specialist/Customer Experience Agent 11/2021 to 08/2023 Phillip Jeffries – Fairfield, NJ

• Deliver exceptional customer experience by providing fast, accurate, and personalized communication and service.

• Addressing customer product issues or concerns and analyzing defects with wall coverings.

• Acting as the primary liaison between clients, management and the accounting departments to ensure timely claim process and resolution for all defective wall covering.

• Working closely with finance team to ensure timely processing of payments, net 30 account management, and refunds.

• Analyzing photos to evaluate the wall coverings in order to process claims and provide the best resolution for the client.

• Follow up with finance on refund statis, supply chain for order status/shipment and back-orders updates.

• Supporting sales team with existing Phillip Jeffries clients and conducting research to identify and qualify new clients.

• Handling and processing sales orders and payments, issuing proforma invoices, and entering purchase orders.

• Follow up on all open orders/invoices and shipments to provide tracking information to clients.

• Collaborating with showroom team on handling client inquiries and with the CX team to ensure compliance with monthly quotas.

• Work closely with global partners, top designers, luxury design showrooms, and sales team via phone and email.

• Oversee the end-to-end customer experience from initial inquiry and sample/quote request to order entry and shipping.

• Developed a full understanding of processes to go above and beyond when managing complex customer inquiries.

• Worked with teams across the organization to support customer needs and assess, troubleshoot, and resolve issues.

• Developed a basic understanding of domestic and international shipping terminology and compliance expectations.

• Documented, updated, and managed all customer communication via the help desk platform to maintain clean data. Office Support/Customer Service 11/2010 to 05/2021 D and G Home Improvements & Contractors – New York, NY

• Oversee daily office operations, ensuring efficiency and effective communication with staff.

• Train new onboarding staff members in daily retail sales as well as motivating existing staff to achieve high performance and deadlines.

• Follow up with each client for each project.

• Efficiently maintained client database and files by submitting estimates and bids.

• Schedule each project and assure each project remained on schedule.

• Served as first line of contact for new and existing accounts. Resolved obstacles tactfully before any potential escalations.

• Recommended solutions within client budgets, proactively followed warm/cold leads, and ensured high client satisfaction.

• Processed all deposits and final payment for all projects.

• Ensured daily business operations by streamlining order materials/supplies for different crew teams and construction job sites.

Previous Work History

Medical Assistant – Patients First, North Arlington, NJ – 08/2013 to 07/2016 Externship Site Medical Assistant – Internet Medical (Dr. Louis Citarelli), Nutley, NJ – 05/2013 to 08/20113 Office Manager/Office Support – Compass Global Investments, New York, NY – 2007 to 2011 Dispatch Supervisor – JP Morgan Chase, Jersey City, NJ – 2000 to 2007 Technical Skills

Podium, Influx, Nextech, GSuite, Google Calendar, Athena EMR System, Freshdesk, Freshworks, Zoom, Microsoft Office Suite: Word, Excel, Outlook, PowerPoint

Training, Licenses & Certifications

Certified Medical Assistant – American Institute, Clifton, NJ – 06/2013 Education

Berkeley College – 2003

Associate's Degree in Applied Science in Business Administration

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