Julio Pinedo
Anaheim
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
19
19
years of professional experience
Work History
Field Wellness Technician
Quest Diagnostics
Santa Ana, CA
04.2019 - 03.2024
- Traveling throughout the country performing in home preventative medical exams for patients.
- Performing Diabetic Retinopathy Exams
- Performing Osteoporosis Bone Density Exams
- Gathered required patient medical history to be analyzed with their clinicians.
- Logging and uploading patient scans to hub to be shared with their medical professionals.
- Booking car rentals, hotels and flights.
- Invoicing and managing travel expenses through Concur.
- Representing Quest Diagnostics at Health Fairs.
Customer Service Supervisor
Quest Diagnostocs (MEDXM)
Santa Ana, Ca
09.2016 - 04.2019
- Managing a team of 30+ employees
- Oversaw employee performance to foster accurate prioritization and achievement of quotas and productivity goals.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created team rotations to operate center effectively during peak hours.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Coordinating all logistics for our Doctors and Nurse practitioner’s including driving routes, flights and hotels.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Executed Monthly Performance Plans with representatives to identify production gaps.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
Customer Service Representative
Quest Diagnostics (MEDXM)
Santa Ana, Ca
09.2015 - 09.2016
- 100-120 outbound callers per day
- Liaison between multiple health plans and their members, to schedule Preventative Wellness Visits
- Meet daily goals and quota’s
- Speaking with our Doctors and Nurse practitioner in creating their schedules with our member’s.
- Training team on special projects.
- Assisting supervisor and leads with new hire training.
Health Enthusiast (Sales)
The Vitamin Shoppe
Orange, Ca
07.2013 - 09.2015
- Extensive knowledge in vitamins, herbs and athletic performance supplements
- Guiding customers through the selection of supplements that best fit their personal goals and needs
- Meeting store sales numbers each day
- Performing opening and closing duties such as balancing of registers
- Completing bank deposit affirmation slips and the depositing of the stores income
- Processing shipment and special orders for customers
- Restocking floor and maintaining a welcoming atmosphere
- Signing customers up for rewards program
Call Center Customer Service Representative Lead
Apria Healthcare (Alta Resources)
Brea, Ca
01.2005 - 04.2013
- Received up to 100 inbound calls daily regarding new accounts, reorders, equipment service and relaying urgent messages to on call staff.
- Escalation Management on open cases prioritized on urgency and protocol of each branch serviced
- Troubleshooted medical equipment for patients/clients such as 02 Concentrator’s, CPAP, Enteral feeding pumps, Nebulizers ECT.
- Lesion for Kaiser and Hospice of the Valley acting as a advocate for their orders
- Resolving all patient issues such as billing questions and defusing any complex callers
- Assisting in the training of new hires
Education
High School -
Magnolia High School
Anaheim, CA06.2003
College - undefined
Golden West College
Huntington Beach, CA06.2006
Skills
- Spanish Speaker (Intermediate)
- Coaching and leadership
- Customer Satisfaction
- Managing customer data
- Deescalating irate customers
- Active Listening Skills
- Clear interpretation of customers feedback
- Telephone etiquette and professionalism
- Customer interaction
- Quality control optimization
- Escalated customer concerns
- Complaint resolution
Timeline
Field Wellness Technician
Quest Diagnostics
04.2019 - 03.2024
Customer Service Supervisor
Quest Diagnostocs (MEDXM)
09.2016 - 04.2019
Customer Service Representative
Quest Diagnostics (MEDXM)
09.2015 - 09.2016
Health Enthusiast (Sales)
The Vitamin Shoppe
07.2013 - 09.2015
Call Center Customer Service Representative Lead
Apria Healthcare (Alta Resources)
01.2005 - 04.2013
College - undefined
Golden West College
High School -
Magnolia High School