Scarlett Robles
Lowell
Summary
Dedicated and adaptable customer service professional with experience in hospitality, quality assurance, and retention. Skilled in call auditing, coaching, and resolving customer concerns with empathy and efficiency. Top performer recognized for leadership and excellence in both remote and on-site environments. Seeking entry to mid-level roles in customer support, service operations, or hospitality management.
Overview
6
6
years of professional experience
Work History
Patient Service Representative
Boston Vision
Andover, MA
11.2025 - Current
- Provided exceptional front-desk customer service by greeting patients, checking them in/out, and creating a welcoming healthcare experience
- Scheduled, confirmed, and rescheduled patient appointments using electronic medical record (EMR) systems
- Verified insurance eligibility, updated patient demographics, and collected copayments and balances
- Answered multi-line phone systems and assisted patients with questions regarding appointments, referrals, and office procedures
- Coordinated communication between healthcare providers, patients, and insurance companies to support smooth daily operations
Quality Assurance Specialist
Hire Horatio RD
Santo Domingo, Dominican Republic
06.2023 - 07.2025
- Audited service calls to ensure compliance with client and internal quality standards.
- Delivered coaching sessions to agents to improve performance and client satisfaction.
- Identified recurring customer issues and contributed to quality improvement initiatives.
- Recognized as a top performer for consistently exceeding quality benchmarks.
- Remote
Manager on Duty
Hyatt Regency New Orleans
New Orleans, LA
04.2022 - 04.2023
- Supervised hotel operations, including guest services, safety, and maintenance.
- Resolved escalated guest concerns with professionalism and urgency.
- Maintained brand standards and operational procedures across departments.
- Awarded Employee of the Month for outstanding performance and guest satisfaction.
Retention Agent
ERC
Santo Domingo de Guzman, Dominican Republic
01.2021 - 12.2021
- Managed high-volume customer interactions focused on retention and resolution.
- Provided tailored solutions and maintained high levels of customer satisfaction.
- Collaborated with QA and team leads to flag recurring issues and improve service.
Customer Service Representative
Optimum
Santo Domingo, Dominican Republic
03.2020 - 12.2020
- Responded to customer requests for products, services, and company information.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
Education
Bachelor's Degree - Hospitality Management
Universidad Tecnologica De Santiago (UTESA)
Dominican Republic03.2021
High School Diploma -
Colegio Las Frutas
Dominican Republic06-2016
Skills
- Patient Customer Service
- Customer retention strategies
- Guest services coordination
- Skilled in office productivity tools
- Virtual communication proficiency
- Operational problem-solving
- Effective time management
- Action plan development
- Problem-solving skills
Accomplishments
- Supervised team of ten staff members.
Languages
Spanish
English
Professional Working
Timeline
Patient Service Representative
Boston Vision
11.2025 - Current
Quality Assurance Specialist
Hire Horatio RD
06.2023 - 07.2025
Manager on Duty
Hyatt Regency New Orleans
04.2022 - 04.2023
Retention Agent
ERC
01.2021 - 12.2021
Customer Service Representative
Optimum
03.2020 - 12.2020
High School Diploma -
Colegio Las Frutas
Bachelor's Degree - Hospitality Management
Universidad Tecnologica De Santiago (UTESA)