Customer-Focused Administrative Professional with Multitasking Skills

DILCIA CYRILLE

Brooklyn, N.Y. (***) *** - **** *************@*****.***

OBJECTIVE:

Detail oriented and highly organized, professional seeking for a position where I can utilize my strong communication, interpersonal, and customer service skills; to contribute to team success. Proven ability to multitask, work independently, as a team player and perform efficiently under pressure, EDUCATION:

● TCI, COLLEGE FOR TECHNOL New York, NY

Associate Degree in A.S. Office Technology 12/98

● HR & BLOCK INCOME TAX COURSE Brooklyn, N.Y.

Certificate of Accomplishment 11/04/2021

● NEW YORK STATE OF HEALTH New York, NY

Certificate of Completion 03/2024

Customer Service Representative (CSR) New York, NY Maximus Training of Completion 03/2024

QUALIFICATION AND SKILLS:

● Excellent Customer Service Skills /Experience l

● Strong organizational and multitasking skills in fast-paced office environments

● Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

● Excellent written and verbal communication skills

● High attention to detail with a focus on accuracy and efficiency

● Ability to handle confidential information with professionalism

● Team player with the ability to work independently when needed

● Knowledge of office procedures, data entry systems, and record management TECHNICAL SKILLS SUMMARY:

● Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

● Typing speed of 50 WPM with high accuracy

● Data entry and database management

● Office equipment operation (scanners, copiers, fax machines)

● Document management and digital filing systems

LANGUAGE SKILLS:

● English - fluent

● Spanish - Conversational ( fluently speak, read, write and translate) NOOR STAFFING AGENCY/ MAXIMUS for NYMC-PROGRAM Long Island City, N.Y. Bilingual - Spanish Customer Services (CSR)03/24-02/26(Contract) Managed Care Enrollment Representative

● Greeted consumers, patients, visitors, and employees cordially, maintaining a high standard of professionalism.

● Strong communication, multitasking, and problem-solving skills.

● Conducted high-volume outbound and inbound calls, providing clear and accurate information on enrollment processes.

● Managed inbox and email correspondence, ensuring timely responses and proper documentation.

● Guided and assisted individuals with the Medicaid application process via NYSOH through HRA agencies.

● Interviewed, screened, and verified consumer and patient identities for Medicaid eligibility and financial qualification processes.

● Explained to consumers all enhancement benefits obtained by choosing a Managed Care Plan

(MCP) with Medicaid.

● Provided empathetic client support, resolving issues using active listening and problem-solving skills.

● Scheduled meetings, maintained calendars, and coordinated appointments to optimize workflow.

● Managed document workflows, updated notes, and maintained accurate records.

● Generated regular reports and presentations for internal tracking and management purposes. SCHOENING TECHNOLOGY GROUP (Agency)Glen Ellyn, IL

LUXOTTICA Long Island, N.Y.

Remote- Customer Service Agent 04/23- 02/24 (Contract)

● Customer Engagement Sales Support. Delivered exceptional customer service as a sales associate and as a remote agent. Handling high volume of Outbound and Inbound calls; processing orders.

● Resolved clients' concerns, provided technical support, and ensured business retention on a daily basis.

● Applied product knowledge and communication skills to promote services and achieve customer satisfaction.

● Delivered exceptional customer service as both a sales associate and remote agent.

● Handled high volumes of outbound and inbound calls while processing orders efficiently.

● Resolved clients’ concerns, provided technical support, and ensured customer retention on a daily basis.

● Applied in-depth product knowledge and strong communication skills to promote services and achieve high customer satisfaction.

● Maintained accurate records of clients’ interactions for reporting and follow-up purposes.

● Data entry document and workflow management. Email and calendar management.

● Exceptional communication and interpersonal skills. Active listening and problem resolution.

● Empathetic clients support skills. Time management and multitasking skills. HR AND BLOCK Brooklyn, N.Y.

Tax Preparer/ Customer Service Representative/ Data Entry 09/21 - 04/22 (Seasonal)

● Interviewed clients to gather information on income, expenses, and tax-related documents.

● Educated clients on the tax preparation process and available services, ensuring clarity and satisfaction.

● Entered and processed client data accurately, using H&R Block tax preparation software (DNA system).

● Delivered exceptional customer service as a sales associate and remote agent, handling high-volume inbound and outbound calls.

Additional Experience:

● TJ MAXX Sales Associate/ Customer Services -Cashier, Astoria, NY (04/19 - 04/20)

● Phlebotomy Technician – Doctor Malick Office, Brooklyn, NY (05/2018 – 04/2019) Volunteer

● Phlebotomy Technician – Doctor Malick Office, Brooklyn, NY (05/2018 – 04/2019) Volunteer

● IPA Navigator/ Enrollment Coordinator - Brooklyn, N.Y. (09/13 - 12/2013) contract

● Marketing Specialist/ CSR – GHI HMO, New York, NY (05/2006 – 05/2008)

● CSR/ Marketing Representative – Fidelis Care Inc., Rego Park, NY (08/2004 – 08/2005)

● CSR/ Marketing Representative – Community Premier Plus, New York, NY (01/2002 – 07/2004)

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