Customer Service

Elisa Feliciano

(863) 934-1841

Lakeland, Florida

Customer ServiceProviding Clients and Patients with Individualized AttentionSKILLS:• Bilingual: Fluent in English and Spanish * Word and some Excel experience• Strong organizational skills * Adaptive Team Player• Customer Service Expert * Patient and Customer oriented• Staff training & development * Telephone inquiries specialist• Energetic work attitude * Confident public speaker

Professional Experience

Medical Care Coordinator Lakeland, Florida

American Care Medical Center July 2009 – October 2012• Supervisor, trained staff in other locations besides mine on Front Desk, Check-Out duties,Medical Records, Disease Management Prevention (HEDIS).• Received DCF Access training in order to help the Access Associate when busy or out of theoffice.• Did reports, inventories, medications dispensing, payroll, referrals, filling, faxing, answeringmulti-lines phones, teleconference meetings.• Jumped in to fill gaps for on call rotation when necessary.• Regularly evaluated employee performance, provided feedback and assisted coached anddisciplined staff as needed.• Observed strict confidentiality and safeguarded all patient-related information.• Employee of the Month: July 2009, May 2012 and September 2012.

Lead Teller Lakeland, Florida

Fifth Third Bank June 2003 – March 2009• Actively maintained up-to-date knowledge of applicable State and Federal laws and regulations.• In charge of doing cash deposits, collecting payments, Vault, ATM, Night Depository andmaking sure everyone was balanced at the end of the day.• Trained employees on cash drawer operation.

Customer Service Representative Lakeland, Florida

ICT Group for America Online October 2002 – June 2003• Collected customer feedback and made process changes to exceed customer satisfaction goals.• Provided accurate and appropiate information in response to customer inquiries.• Addressed customer service inquiries in a timely manner.• Inbound calls only.

Education and Training

Universidad Adventista de las Antillas (Antillian College) Mayaguez, Puerto Rico Bilingual Business Administration

Escuela Superior Jose de Diego Mayaguez, Puerto Rico Accounting and Clerical 1984 - 1987

  • ID#: 84411
  • Location: Lakeland, FL , 33813

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