Esteban A. Fermin Calderon
Lawrence
Summary
Dedicated and empathetic Customer Service Representative with over 7 years of experience delivering exceptional support in fast-paced environments. Proven ability to handle a high volume of customer inquiries while maintaining a positive and professional demeanor. Skilled in resolving issues efficiently, managing customer expectations, and fostering long-term client relationships. Strong communicator with a talent for active listening and problem-solving. Proficient in CRM systems, order processing, and multi-channel communication platforms. Committed to enhancing the customer experience and contributing to team success.
Overview
7
7
years of professional experience
Work History
Administrative Assistant
Triton Staffing Group
Lawrence, MA
09.2025 - Current
- Coordinated office operations to enhance workflow efficiency and support team objectives.
- Managed scheduling and calendar organization for senior management, ensuring timely meetings and engagements.
- Developed and maintained filing systems to improve document retrieval and organizational processes.
- Assisted in preparation of reports and presentations, contributing to strategic planning sessions.
Referral Specialist
Greater Lawrence Family Health Center
Lawrence, MA
05.2024 - 09.2025
- Coordinated and processed patient referrals to specialists, diagnostic services, and external providers, ensuring accuracy and timeliness.
- Verified insurance coverage and authorization requirements for referrals, reducing delays and claim denials.
- Communicated with patients regarding referral status, appointment scheduling, and follow-up care instructions.
- Maintained up-to-date knowledge of insurance guidelines, including Medicaid, Medicare, and commercial plans.
- Accurately entered and tracked referrals in the electronic health record (EHR) system, ensuring compliance with HIPAA and clinic policies.
- Monitored pending and incomplete referrals, followed up with external offices to confirm appointments and results.
- Provided excellent customer service by addressing patient concerns and questions with professionalism and empathy.
Transportation Manager
Triton Staffing Group
Methuen, MA
02.2022 - 05.2024
- Working closely with customers to ensure satisfaction.
- Analyzing service failures/issues and implementing performance processes to enhance daily client company employee’s schedules.
- Ensure proper documentation, including pre and post trip inspections and hours of service documentation required.
- Responsible for ensuring daily safety maintenance tasks are adhered to and best practices standards are always satisfied.
- Provide a safe working environment and ensure timely resolution of any unsafe practices or conditions.
- Tracking and monitoring key performance indicators for the delivery operation and to take corrective action when necessary.
Dispatcher
JB Hunt
Hudson, NH
07.2019 - 02.2022
- Set up all paperwork for the entire day.
- Set up routes for drivers to ensure the jobs get picked up delivered on schedule.
- Assist drivers with any issues they encounter.
- Assisted in developing workflow improvements to increase referral processing efficiency and accuracy.
- Answer phone calls and assist customer service and clients.
- Set up packaging when needed for drivers.
- Monitor all screens for new jobs, including pickups, inbound domestic shipments and inbound international shipments.
- Set up paperwork for all shipments and incorporate them in the routes.
Education
High School Diploma -
Lawrence Public Schools
05.2017
Skills
- Communication Skills
- Friendly and Outgoing
- Customer Service
- Bilingual
- Office experience
- Multi-line phone systems
- Office management
- Team Collaboration
- Conflict resolution
- Multitasking
- Data Entry
- Insurance verification
- Scheduling
- Medical Terminology
Timeline
Administrative Assistant
Triton Staffing Group
09.2025 - Current
Referral Specialist
Greater Lawrence Family Health Center
05.2024 - 09.2025
Transportation Manager
Triton Staffing Group
02.2022 - 05.2024
Dispatcher
JB Hunt
07.2019 - 02.2022
High School Diploma -
Lawrence Public Schools