Yleanna Mariely Luna
Customer Service- Appointment Setter
Santo Domingo
Summary
Experienced Back Office Executive with strong organizational and management skills. Complete projects on time and lead staff to sustain an efficient workplace.
Experienced with scheduling patient appointments and managing time-sensitive tasks in healthcare settings. Utilizes effective communication to coordinate between patients and medical staff. Knowledge of maintaining accurate records and providing excellent patient service.
Overview
2
2
Languages
9
9
years of professional experience
Work History
Medical Appointment Scheduler
Santo Domingo
01.2026 - Current
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Participated in ongoing training opportunities to stay current on industry trends, best practices, and new technologies related to appointment scheduling processes.
- Reduced wait times for patients by effectively coordinating with healthcare providers on scheduling adjustments.
- Improved communication between the front desk and clinical staff by providing accurate, up-to-date appointment information.
Appointment Setter
Santo Domingo
07.2025 - 12.2025
- Set appointments with salespeople and potential customers.
- Enhanced customer relationships through timely and professional follow-ups with prospective clients.
- Acted as first point of contact and set appointments for prospective clients.
- Developed strong rapport-building skills through daily interaction with diverse clientele over the phone.
Freelancer
Independant
06.2024 - 07.2025
- Enhanced client satisfaction by delivering high-quality work within deadlines.
- Adapted quickly to changing project requirements, demonstrating flexibility and adaptability under pressure.
- Developed customized solutions to address unique client needs, resulting in repeat business and referrals.
- Strengthened client relationships with consistent communication and timely project updates.
Back Office Supervisor
ERC Global
10.2022 - 04.2023
- Developed and updated calendars to schedule team and customer meetings.
- Worked with IT department to address technology issues and shortfalls.
- Hired, trained and on-boarded new team members and conducted evaluations to boost performance.
- Supervised clerical staff to guide overall strategic direction.
- Ordered office supplies and maintained supplier contacts in database.
- Scheduled and led regular meetings with staff to review progress and acknowledge achievements.
- Completed special projects through planning, guidance and tracking metrics.
- Organized company functions and events to improve employee morale.
- Supervised processing of orders, order tracking and delivery of goods.
Corporate Customer Service Supervisor
ERC Global
01.2019 - 01.2021
- Demonstrated leadership skills in managing projects from concept to completion.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Organized and detail-oriented with a strong work ethic.
- Cultivated interpersonal skills by building positive relationships with others.
- Learned and adapted quickly to new technology and software applications.
- Applied effective time management techniques to meet tight deadlines.
- Resolved problems, improved operations and provided exceptional service.
- Provided professional services and support in a dynamic work environment.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Passionate about learning and committed to continual improvement.
Customer Service Supervisor
ERC Global
01.2017 - 01.2018
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Created, prepared, and delivered reports to various departments.
- Created customer support strategies to increase customer retention.
Education
Elementary School -
Primary School Rafael Antonio - Figuereo
01-2000
Advertising Mention - Creativity and Management
UASD
01-2012
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San Felipe Neri
01-2004
Skills
Technical Skills
Computer skills – Very Good
Windows Office (eg Word, Excel, Power Point, Access, Etc) – Very Good
English – MESCYT – Excellent
Strong organization
Insurance verification
HIPAA compliance
Active listening
Data entry
Patient scheduling
Timeline
Medical Appointment Scheduler
Santo Domingo
01.2026 - Current
Appointment Setter
Santo Domingo
07.2025 - 12.2025
Freelancer
Independant
06.2024 - 07.2025
Back Office Supervisor
ERC Global
10.2022 - 04.2023
Corporate Customer Service Supervisor
ERC Global
01.2019 - 01.2021
Customer Service Supervisor
ERC Global
01.2017 - 01.2018
Advertising Mention - Creativity and Management
UASD
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San Felipe Neri
Elementary School -
Primary School Rafael Antonio - Figuereo
Languages
Spanish
Native or Bilingual
English
Full Professional