Sanyury W. Santana Rosario
SDR/CSR/Training Lead
Santo Domingo
Summary
Highly-motivated associate with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Patient Service Specialist
Trueshore
Santo Domingo, Nacional
01.2024 - Current
- Improved patient satisfaction by providing efficient and friendly service and scheduling appointments.
- Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Expedited referral processing for specialist visits as needed, ensuring seamless transitions for patients seeking additional care options outside of the primary practice setting.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Reduced wait times for patients by optimizing appointment schedules and coordinating with clinical staff.
Manager
Zagreb Global Group
05.2022 - 02.2023
- Hired and onboarded team members to meet immediate and expected demand. Monitored staff performance and addressed issues.
- Trained employees on additional job positions to maintain coverage of roles. Assigned tasks to associates to fit skill levels and maximize team performance. Recruited and hired qualified candidates to fill open positions.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Entered time and attendance logs in preparation for payroll.
- Maintained adequate staffing to meet objectives within budget.
- Created training modules and documentation to train staff.
Sales Development Representative
Leadium
09.2020 - 12.2021
- Generated new prospects and nurtured existing prospects through outbound phone calls and emails.
- Called on key decision-makers using phone, email and social touches to bring on new business.
- Executed cold calls, social media and other digital strategies to acquire customers. Set appointments to present solutions to prospective customers.
- Communicated prospect needs and account details to prepare the team for a scheduled introduction meeting.
Customer Service Specialist
Advensus
02.2020 - 07.2020
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Documented customer correspondence in CRM to track requests, problems and solutions
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Technical Support Representative
Alorica
07.2018 - 02.2020
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrated advanced product knowledge to solve customer issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
Education
Bachelor of Arts - Associate of Arts: Interior Design
Universidad INCE
Santo Domingo 11.2027 - Current
Skills
Verbal and Written Communication
Problem Resolution
Team Building
Documentation and Reporting
Scheduling and Coordinating
Customer Service
Customer Relationship Management
Time Management
Timeline
Bachelor of Arts - Associate of Arts: Interior Design
Universidad INCE
11.2027 - Current
Patient Service Specialist
Trueshore
01.2024 - Current
Manager
Zagreb Global Group
05.2022 - 02.2023
Sales Development Representative
Leadium
09.2020 - 12.2021
Customer Service Specialist
Advensus
02.2020 - 07.2020
Technical Support Representative
Alorica
07.2018 - 02.2020
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Achieved Quality Incentive by completing Evaluations at 100% for 4 months in a row with accuracy and efficiency.
Affiliations
- Volunteer of the Marathon of Santo Domingo
- Volunteer at Fundacion La Tia
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)