Estephani Silverio
Summary
Successful Customer Care Representative with experience addressing customer requests and concerns. Providing exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
6
6
years of professional experience
Work History
HHA Coordinator
Preferred Home Care of New York
2024.03 - Current
- Facilitated communication between patients, families, and healthcare providers by serving as a reliable source of information about the client''s progress and needs.
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Gathered and organized materials to support operations.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Managed vendor relationships to secure best quality of services and products for organizational needs.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Guest Service Representative
Vassar Brothers Medical Center
2023.04 - Current
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Streamlined front desk operations for improved efficiency and reduced wait times.
- Handled confidential information discreetly, safeguarding guest privacy during transactions and interactions.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Contributed to positive patient experiences by greeting visitors, providing directions, and addressing inquiries professionally.
- Guide and transport patients throughout hospital.
Customer Care Representative
Raymour & Flanigan
2021.08 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved concerns with products or services to help with retention and drive sales.
Customer Service Specialist
Maximus
2021.04 - 2021.07
- Provided accurate and proper information in response to customer inquiries Regarding COVID-19 vaccines.
- Track and Document Call information on Customer relationship management software.
- Demonstrated ability to master customer service call script within specific time span.
- Refer and provide locations near customer region offering COVID-19 vaccines
- Maintain current understanding of CDC information on regulation.
Office Aide
Morris Heights Health Center
2018.10 - 2019.03
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Organized, stored and retrieved files to enhance daily operations and support customer needs.
- Interacted with customers by phone, email or in-person to provide information.
- Call patients to remind and schedule appointments
Education
High School Diploma -
Pelham Preparatory Academy
Bronx, NY06.2020
Bachelor of Arts - Speech Pathology
Lehman College of The City University of New York
The Bronx, NY12.2025
Bachelor of Science - Nursing
Mount Saint Mary College
Newburgh, NY05.2027
Skills
- Customer Account Management
- Data Evaluation
- Call Documentation
- Order and Refund Processing
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Inbound and Outbound Calling
- Traffic Flow
- Online Systems
- Computer Proficiency
- Relationship Building
- Schedule Coordination
- Recordkeeping
- Staff Supervision
- Discretion and Confidentiality
Languages
Spanish
Native or Bilingual
Timeline
HHA Coordinator
Preferred Home Care of New York
2024.03 - Current
Guest Service Representative
Vassar Brothers Medical Center
2023.04 - Current
Customer Care Representative
Raymour & Flanigan
2021.08 - Current
Customer Service Specialist
Maximus
2021.04 - 2021.07
Office Aide
Morris Heights Health Center
2018.10 - 2019.03
High School Diploma -
Pelham Preparatory Academy
Bachelor of Arts - Speech Pathology
Lehman College of The City University of New York
Bachelor of Science - Nursing
Mount Saint Mary College
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