Customer Service & Medical Transportation Specialist

SUMMARY

Customer Service Professional and U.S. Marine Corps Veteran with 10+ years of experience delivering exceptional customer experiences in hospitality, transportation, and client services. Skilled in resolving issues, managing high-volume customer interactions, coordinating schedules, and building lasting client relationships in fast-paced environments. COMPETENCIES Customer Relationship Management Customer Support Client Relations Complaint Resolution Account Support Cross-functional Collaboration Scheduling & Coordination Recordkeeping Time Management EXPERIENCE Client Services & Medical Transportation Driver 11/2023 – Present Sunshine Family Transportation Orlando, FL

• Coordinate transportation services for patients across senior living communities, skilled nursing facilities, hospitals, and healthcare systems, ensuring a seamless end-to-end experience.

• Safely transport patients to and from medical appointments while upholding strict safety standards and utilizing CPR certification to respond effectively in escalated situations.

• Deliver exceptional customer care by assisting patients with safe transfers while prioritizing their comfort, safety, and needs.

• Maintain a 98% on-time service and resolve customer concerns with high satisfaction

• Deliver seamless customer experiences by coordinating with healthcare teams to ensure timely patient transportation.

• Served as the primary liaison between patients and healthcare teams, providing compassionate support, clear communication, and timely resolution of questions and concerns.

• Manage time-sensitive schedules in a fast-paced environment while adapting to changing patient and facility needs.

• Maintain accurate transportation logs and required documentation to support billing accuracy, compliance standards, and quality assurance.

Customer Service Field Specialist 12/2015 – 09/2025 Hello Florida Destination Management Orlando, FL

• Coordinated logistics for high-volume client events, ensuring seamless execution and balancing guest satisfaction

• Delivered exceptional customer service by providing personalized support and upholding brand and service standards.

• Anticipated guest needs and proactively resolved issues, enhancing customer satisfaction and fostering repeat business.

• Resolved escalated customer concerns with professionalism and diplomacy, transforming challenging situations into positive guest experiences.

• Collaborated with cross-functional teams to identify service gaps and implemented solutions to improve customer experience.

• Trained and mentored new team members in customer service standards, operational procedures, and best practices.

• Completed post-event documentation, reconciliations, and administrative records to ensure accurate reporting, billing, and operational compliance.

• Provided on-site support for high-profile clients including Disney, Universal, Ernst & Young, Microsoft, Chick-fil-A, Grainger, and KPMG, consistently delivering exceptional customer experiences. Talent Sourcing Specialist Katon Direct (Temp Work during COVID) 3/2020 – 8/2020 Healthcare sourcing, placed approximately 50 candidate calls per day, sourced and qualified candidates, built multiple talent pipelines for recruitment team

Warehouse Operations Associate Freeman A/V Event Services 1/2012 – 11/2013 Manage day-to-day warehouse operations & productivity, inventory management, implemented process improvement for inventory through identifying operational challenges EDUCATION Bachelor’s Degree Human Resources Management (Graduated) I Colorado State University MILITARY United States Marine Corps, Veteran I Communications Technician specialist; secret security clearance SYSTEMS Microsoft Office (Word, Excel, Outlook), Applicant Tracking Systems (ATS), CRM/Client Management Systems Joseph Ghannam

Customer Service & Transport Specialist I Bachelor’s Degree in HR Management 407-***-**** I **********@*****.***