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PHONE NUMBER AVAILABLEEMAIL AVAILABLEObjectiveSeeking a position in a progressive facility that will effectively utilize my knowledge and experience while implementing personal growth and professional advancement.Skills & AbilitiesProficient in Microsoft Outlook and Excel, Data Entry, Communications, 60 WPM, Fluent in English and SpanishExperienceENT and Allergy Associates, Ch Specialist04/2021-01/2024Managed an average of 50 inbound chats daily, ensuring prompt resolution of patient inquiries and appointment scheduling, contributing to a 10% increase in appointment bookings.Streamlined the chat support process by implementing new protocols for handling emergency inquiries, reducing response time by 30%.Assisted in the development and implementation of a new chat software interface, resulting in a more user-friendly experience for both staff and patients.Recognized for maintaining a 98% accuracy rate in data entry and invoicing tasks, ensuring precise record-keeping and billing.Maintain excellent written communication skills, with all patients, peers, and managementPerform clerical duties such as data entry, filing, and calendar managementSchedule patient appointments through NextGen softwareFollow organizational guidelines regarding the use of the Electronic Medical Record (EMR) in compliance with HIPAA and patient confidentiality standardsVerify all necessary patient information (i.e. names, addresses, phone numbers, and health insurance)Handle all patient concerns with empathy, attention to detail, and knowledgeable answersMaintain a positive and friendly demeanor with all patientsAudible, Tier 1 Tech Support Specialist(Newark, NJ)10/2018-04/2021Provide technical assistance and troubleshooting support to Audible customers via inbound calls, chats, and emails.Resolved technical issues for over 500 customers monthly, achieving a 95% satisfaction rate and contributing to a positive brand reputation.Assisted in reducing average call handling time by 20% through efficient troubleshooting techniques and proactive problem-solving methods.Collaborated with the product development team to identify and report software bugs, resulting in the improvement of product functionality and user experience.Conducted training sessions for new hires, equipping them with the necessary technical knowledge and customer service skills to excel in their roles.Resolve customer inquiries regarding account management, app functionality, and content access.Utilize internal software systems to log customer interactions and follow-up on pending issues.Collaborate with cross-functional teams to escalate complex technical issues and ensure timely resolution.Maintain a positive and professional demeanor while delivering exceptional customer serviceEducationRamapo College of NJNorth Star Academy High SchoolReferencesAvailable upon request