Bianca Cruz
Somerville,ME
Summary
Dynamic Bilingual (Spanish) customer service professional with extensive experience at Primax, adept at conflict resolution and enhancing customer satisfaction. Proven ability to manage high-stress situations while maintaining professionalism. Skilled in data entry and active listening, fostering loyalty and repeat business through empathetic communication and effective problem-solving.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Primax
02.2016 - 11.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Medical Receptionist
East Boston Neighborhood Health Center
01.2013 - 12.2016
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Managed multi-line phone system and pleasantly greeted patients.
- Maintained current and accurate medical records for patients.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
Certified Nursing Assistant
ABC Home Healthcare
04.2010 - 01.2012
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
Education
Medical Administrative - Medical Admin
Corinthian College
Chelsea06-2010
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Conflict resolution
- Problem resolution
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Call management
- Appointment scheduling
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Certification
- CMAA - Certified Medical Administrative Assistant
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Primax
02.2016 - 11.2022
Medical Receptionist
East Boston Neighborhood Health Center
01.2013 - 12.2016
Certified Nursing Assistant
ABC Home Healthcare
04.2010 - 01.2012
Medical Administrative - Medical Admin
Corinthian College
Similar Profiles
Catherine ChenCatherine Chen
Insurance Sales Producer at PrimaxInsurance Sales Producer at Primax
Mary Wingie Valde RoaMary Wingie Valde Roa
General Manager at Primax Konstruct Inc.General Manager at Primax Konstruct Inc.
John-Merly DonatienJohn-Merly Donatien
Graphic Designer at Primax TechnologiesGraphic Designer at Primax Technologies
Brenda MunizBrenda Muniz
Billing Specialist at Regional Medical CenterBilling Specialist at Regional Medical Center
Abigail KennedyAbigail Kennedy
Assistant Chef at ButterupcakesAssistant Chef at Butterupcakes