Emily Rivera
Los Angeles
Summary
Compassionate and results-oriented Call Center Specialist with strong communication skills and a commitment to providing outstanding patient care. Skilled in building rapport, addressing patient needs, and creating positive healthcare experiences through attentive service and effective problem-solving.
Overview
19
19
years of professional experience
Work History
Call Center Specialist
Planned Parenthood Los Angeles
Los Angeles, CA
08.2023 - Current
- Deliver exceptional patient support as the primary contact for a diverse patient population in a fast-paced healthcare call center.
- Average 60-80 calls daily while consistently meeting performance and productivity targets.
- Schedule and coordinate patient appointments using electronic scheduling systems while ensuring adherence to organizational guidelines.
- Guide patients through portal navigation processes, ensuring seamless access through password resets and setup link assistance.
- Educate patients on available health services, insurance coverage, payment options, and community resources.
- Effectively de-escalate complaints and concerns, fostering positive patient experiences and successful issue resolution.
- Protect sensitive patient information and ensured compliance with HIPAA, organizational policies, and safety protocols.
Teacher's Assistant
Mission Kidz Preschool
Torrance
11.2020 - 08.2023
- Assisted lead teacher in implementing lesson plans and classroom activities.
- Facilitated small group learning sessions to enhance student engagement and understanding.
- Supported classroom management by maintaining a positive learning environment for students.
- Collaborated with parents to communicate student progress and address concerns effectively.
- Supported classroom activities, tutoring, and reviewing work.
Management Assistant
CarMax
Torrance, CA
08.2018 - 10.2020
- Coordinated employment processes for job applicants. Administered orientation and training for new hires. Assisted with onboarding and offboarding procedures.
- Administered personnel files and sales licenses while ensuring confidentiality and compliance.
- Facilitated management team's preparation and submission of expense reports, ensuring compliance with company policies.
- Oversaw inventory management and procurement of store supplies while supporting event preparation and execution.
- Provide support to business office including, but not limited to;
Reconciliation of safe, processing payments, opening/closing registers
Answering multi-line phone system and delivering unrivaled customer experience
Processing paperwork associated with automobile sales and state DMV
Collections Team Lead
Westlake Financial Services
Los Angeles, Ca
01.2016 - 01.2018
- Led collections team to achieve operational goals and improve recovery rates.
- Analyzed collection metrics to identify trends and implement process improvements.
- Managed escalated accounts, ensuring timely resolution of complex issues.
- Established best practices for collections processes, increasing compliance, accuracy and professionalism.
- Collaborated with team leads to design engaging competitive games that fostered a vibrant atmosphere for collectors.
Call Center Representative
Westlake Financial Services
Los Angeles, Ca
01.2013 - 12.2015
- Averaged 60- 80 inbound calls per day, ensuring timely resolution and one call resolution.
- Utilized CRM software to track interactions and maintain accurate customer records.
- Trained new representatives on call handling procedures and best practices for customer engagement.
- Collaborated with various departments to streamline processes, enhancing overall service efficiency.
- Led initiatives aimed at reducing average call handling time while maintaining high service standards.
Guest Service Representative
Target
Gardena, CA
09.2007 - 12.2012
- Delivered exceptional guest service, resolving inquiries and enhancing customer satisfaction.
- Managed point-of-sale transactions efficiently, ensuring accurate cash handling and processing.
- Assisted in training new team members on operational procedures and customer engagement strategies.
- Collaborated with team to maintain a clean, organized sales floor, optimizing product displays.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
Education
Los Angeles Southwest
Los Angeles, CaSkills
- Call handling
- Quality Customer Service
- CRM software
- Script adherence
- Technical troubleshooting
- Problem-solving skills
- Verbal and written communication
Timeline
Call Center Specialist
Planned Parenthood Los Angeles
08.2023 - Current
Teacher's Assistant
Mission Kidz Preschool
11.2020 - 08.2023
Management Assistant
CarMax
08.2018 - 10.2020
Collections Team Lead
Westlake Financial Services
01.2016 - 01.2018
Call Center Representative
Westlake Financial Services
01.2013 - 12.2015
Guest Service Representative
Target
09.2007 - 12.2012
Los Angeles Southwest