Customer Service Representative

I worked as a Dental Scheduler from October 2017 to December 2023. My main job was to manage patient appointments by booking, rescheduling, and canceling while keeping the schedule organized and smooth. I handled calls and messages, answered patient questions, and gave information about services and schedules. I also sent reminders through calls, texts, and emails to help reduce missed appointments. In addition, I updated patient records, including their contact details and appointment history. I also assisted with front desk tasks like greeting patients, checking them in and out, and supporting daily clinic operations.

I worked as an Administrative Assistant from July 2016 to September 2017. My main role was to support daily office tasks and help customers with their needs. I answered emails, messages, and social media inquiries, and provided information about products, services, and policies. I processed orders, handled requests, and updated records accurately in systems and spreadsheets. I also managed schedules, booked travel, organized files, and prepared simple reports. I helped maintain office procedures and handled important emails. In addition, I supported customers with their accounts by explaining balances, payments, and charges. I assisted with billing concerns, processed payments, and helped resolve issues. I made sure to keep all customer information safe and confidential. I also guided customers in using online tools, responded to inquiries through email or chat, and sent feedback surveys to improve customer service.

I worked as a Patient Support Representative from October 2017 to December 2023. My main role was to handle incoming calls and emails, and also make outbound calls to give customers their COVID-19 test results. I provided clear information about testing fees, schedules, and the expected time for antigen and PCR results. I helped customers with their questions and concerns, and handled complaints in a calm and professional way. I also advised customers about safety, such as getting tested before traveling and following proper steps if they tested positive, including quarantine and retesting. In addition, I followed company guidelines, kept accurate information, and made sure customers received the right support. I always stayed friendly, patient, and professional to ensure a good customer experience.

I worked as a Financial Customer Support Specialist from April 2015 to April 2016. My main role was to help customers understand their accounts, including balances, payments, and transaction history. I assisted with processing payments, fixing billing issues, and explaining charges clearly. I also helped customers set up payment plans and automatic payments when needed. I handled concerns about incorrect charges by gathering information, reporting the issue, and following up to make sure it was resolved. I explained financial services such as account types, fees, and interest rates so customers could understand their options. I always made sure to keep customer information safe and follow security rules. I also recorded customer concerns, tracked common issues, and reported them to supervisors. In addition, I guided customers in using online banking tools and sent feedback surveys to improve customer service.

I worked as a Dispatch Coordinator from October 2017 to December 2023. My main role was to schedule and dispatch trips for patients based on the information provided by clients, such as names, locations, and pick-up addresses. I monitored trips 24/7 across New York City and handled emails, as well as inbound and outbound calls with both drivers and customers to make sure patients were picked up on time. I tracked drivers to ensure they followed the best routes and traffic rules. I also provided customers with updates like the driver’s arrival time, fare, and taxi details. I handled special requests, such as arranging wheelchair-accessible vehicles, and supported customers by organizing trip rescues when needed. In addition, I reviewed completed, canceled, and failed trips to find any issues. I reported accidents, long delays, and service problems to my supervisor to help improve operations.