Erick Nunez
Santo Domingo
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
Customer Service Team Lead
Hire Horatio
03.2023 - Current
- Coach new team members on service techniques and provided scoring through quality assurance program.
- Lead regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Review customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
- Manage patient complaints professionally and efficiently while maintaining strict adherence to HIPAA regulations.
Technical Support Representative
Alorica
12.2021 - 02.2023
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Used ticketing systems to manage and process support actions and requests.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
Medical Appointment Scheduler
Contact Center Dominicana
05.2019 - 12.2021
- Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Prioritized patient needs by effectively organizing back-to-back appointments and managing waitlist requests for urgent care situations.
- Reduced wait times for patients by effectively coordinating with healthcare providers on scheduling adjustments.
Education
High School Diploma -
Otilia Pealez
Santo Domingo, Dominican Republic05-2016
Skills
- Call center experience
- Coaching techniques
- Quality assurance
- Performance management
- HIPAA compliance
- Team management
Additional Information
Personal references:
Cesar Gomez
829.329.6846
Christy Olivares
809.878.8944
Massiel Peralta
829.408.0324
Timeline
Customer Service Team Lead
Hire Horatio
03.2023 - Current
Technical Support Representative
Alorica
12.2021 - 02.2023
Medical Appointment Scheduler
Contact Center Dominicana
05.2019 - 12.2021
High School Diploma -
Otilia Pealez
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