Experience

After, Inc.

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Service Representative

  • Apr 2017 - Present



Stamford Health Medical Group

• Stamford, CT

• Call Center Representative

  • Dec 2016 - Mar 2017

  Responded to telephone inquiries from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the ICP in accordance with established SHMG guidelines. o Utilized physician protocols to schedule appointments for ICP specialties and meet established Contact Center performance goals. o Utilized SHMG Healthcare systems, Contact Center applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc. o Completed call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes. o During all customer interactions, display characteristics of inquiry, empathy, courtesy, and respect. o Proactively read emails daily and keep up to date on all communications. o Demonstrated behavior consistent with SHMG mission, vision, goals, objectives, and patient care philosophy. o Participated in multidisciplinary quality and service improvement teams as appropriate. o Committed to providing excellent service to SHMG customers. o Demonstrated regular, consistent, and punctual attendance. o Performed other duties as assigned. Show less



Crius Energy, LLC

• United States
• Oil and Gas
• 1 - 100 Employee

• Services Representative

  • May 2013 - Aug 2016

  •Placed 30 calls an hour on average to customers and associates and achieved successful and prompt execution of outbound calling projects for various data management purposes. •Maintained up-to-date knowledge of company policy and procedure as it pertains to Call Center Standard Operating Procedures and Call Quality Requirements •Recognized for high customer retention rate due to professional demeanor and attention to customer issues. •Successfully verified Independent Sales Associates’ personal information for tax purposes and reached them for promotional incentive status updates •Entered detailed documentation of all customer inquiries into ECI, Camelot, Cascade, Sharepoint and Excel. •Identified and reported trends and customer training gaps affecting the inbound call center staff, and management team. •Assigned escalated Customer Care Issues as needed due to exceptional patience and courtesy in resolving issues working with Spanish speaking individuals. Show less



Adcorp Media Group

• United States
• Advertising Services
• 1 - 100 Employee

• Communications Manager/Data Analyst

  • Feb 2008 - May 2013

  Made appointments for Sales Representatives in order to sell advertising to small local businesses resulting in over $5 million in sales during tenure. •Analyzed telemarketer data to determine efficiency of the department using Excel •Produced reports of data analysis results on a bi-monthly basis •Calculated productivity and profitability of the Department using data in Excel Made appointments for Sales Representatives in order to sell advertising to small local businesses resulting in over $5 million in sales during tenure. •Analyzed telemarketer data to determine efficiency of the department using Excel •Produced reports of data analysis results on a bi-monthly basis •Calculated productivity and profitability of the Department using data in Excel



NYC Department of Education

• United States
• Primary and Secondary Education
• 700 & Above Employee

• Regional Analyst

  • Feb 2005 - Feb 2008

  -Monitoring and analyzing the financial activity of a $90M budget -Making recommendations for budget allocations to ensure conformance to budgetary limits including location and program specific budgets -Reviewing operating activities periodically for the Contract Management Unit -Provide analysis of trends and develop measurement metrics in key areas of operational performance principally from data of work orders used to contract construction crews for the servicing of New York City Public School Buildings -Reporting to Regional Facilities Managers the status of their budgets and evaluate performance improvement strategies and initiatives for the Queens Integrated Service Center and the Environmental Health and Safety sector of the division to provide understanding of the effective results. -Work closely with the regional operating staff including the Senior Analyst on the regional budgets related to maintenance issues, including preparing reports and making presentations. Show less