Tiana De Los Santos
Auburn
Summary
Accomplished professional with a proven track record, excelling in relationship building and problem-solving to enhance client satisfaction and operational efficiency. Leveraged expertise in documentation and client relations to drive improvements and foster strong team leadership. Achieved significant advancements in service quality and efficiency through strategic interventions and meticulous attention to detail.
Overview
7
7
years of professional experience
Work History
Sales Specialist
Charter Communications, Spectrum
06.2024 - Current
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Built strong client relationships through consistent communication and effective problemsolving.
- Provided first-rate service to all customers and potential customers.
Care Coordinator
Behavioral Health Partners of Metrowest
05.2023 - 06.2024
- Used company software and databases to maintain records of services performed and patient conditions.
- Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
- Developed strong relationships with community partners, facilitating referrals and collaboration on behalf of patients.
- Conducted regular evaluations of care plan effectiveness, making necessary adjustments based on feedback from patients and providers.
Patient Specialist
American Addiction Centers
01.2022 - 08.2023
- Assisted in maintaining accurate medical records, ensuring confidentiality and compliance with HIPAA regulations.
- Provided compassionate support to patients during difficult times, fostering trust and positive relationships.
- Contributed to the development of patient education materials for better understanding of treatments and procedures.
- Facilitated communication between patients, families, and staff members for optimal collaboration in care delivery.
Call Center Representative
Worcester Regional Transit Authority
02.2021 - 11.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Operational Manager
Goldfish Swim School
10.2017 - 07.2020
- Mentored staff members on best practices, fostering a culture of continuous improvement within the organization.
- Improved team productivity through effective communication, training, and performance evaluations.
- Increased customer satisfaction with consistent quality control measures and proactive issue resolution.
- Played a pivotal role in enhancing overall operational excellence by identifying inefficiencies within existing systems/processes and implementing targeted interventions.
Education
No Degree - Business Management
Quinsigamond Community College
Worcester, MA06-2026
High School Diploma -
Doherty Memorial High School
Worcester, MA06-2016
Skills
- Relationship building
- Case management
- Problem-solving skills
- Documentation
- Client relations
- Team leadership
- Customer service and care
- Attention to detail
- Punctual and hardworking
- Data entry proficiency
- Policies and procedures implementation
- Reliability
Timeline
Sales Specialist
Charter Communications, Spectrum
06.2024 - Current
Care Coordinator
Behavioral Health Partners of Metrowest
05.2023 - 06.2024
Patient Specialist
American Addiction Centers
01.2022 - 08.2023
Call Center Representative
Worcester Regional Transit Authority
02.2021 - 11.2022
Operational Manager
Goldfish Swim School
10.2017 - 07.2020
No Degree - Business Management
Quinsigamond Community College
High School Diploma -
Doherty Memorial High School
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