Janellie Conde-Hernández
Caguas
Summary
Experienced and effective Lead with excellent communication and problem-solving skills. Proven ability to analyze critical situations and achieve desired outcomes. Demonstrated track record of successfully navigating complex challenges and delivering results. Skilled at building collaborative relationships and driving team performance through strong interpersonal skills.
Overview
8
8
years of professional experience
Work History
Rx Patient Care Cordinator
United Health Group
10.2023 - Current
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the pharmacy.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Meet performances goals established for the position in areas like; service level, customer satisfaction, call quality, attendance etc.
Funeral Arrager
SCI Llc. Dignity Memorial Puerto Rico
07.2023 - 10.2023
- Streamlined the funeral planning process for grieving families, offering efficient and empathetic guidance.
- Assisted in the preparation of bodies for visitation or burial, adhering to strict standards of care.
- Established trust among clients by consistently delivering exceptional service while maintaining sensitivity towards their needs.
- Prepared necessary documentation including obituaries, eulogies, and legal paperwork to simplify the bereavement process for families.
- Provided support throughout the entire lifecycle of funeral arrangements from initial consultation to post-funeral follow-up, ensuring an exceptional experience for all involved parties.
Store Associate
CVS Pharmacy
09.2022 - 07.2023
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Command Center Operator
Ranger American of Puerto Rico, Inc
01.2021 - 11.2021
- Executed day-to-day functions of command center.
- Liaised with stakeholders to serve as emergency information system for high-profile clients.
- Maintained vigilance over facility grounds, identifying potential hazards or breaches in security protocol.
- Monitored multiple security systems simultaneously, ensuring optimal performance and rapid response times.
Security Officer
Ranger American of P.R
12.2020 - 01.2021
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
Administrative Assistant
Fast Contractors Llc
02.2018 - 12.2020
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Contributed to successful bid submissions by preparing comprehensive proposal packages that effectively showcased company capabilities.
- Processed and filed construction punch lists, contractor progress reports and architectural monthly reports.
- Reduced costs with effective budget tracking and invoice processing for multiple projects concurrently.
Front Desk Assistant
Jireh Medical Center
03.2020 - 11.2020
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enhanced customer satisfaction by providing efficient and professional front desk support.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
T-Mobile Customer Service Representative
Atento of Puerto Rico
02.2016 - 03.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Associate of Science - Funeral Services And Mortuary Science
Antilles College of Health
San Juan, P.R.2022
No Degree - Nurse
National University College
Caguas, PR2015
High School Diploma -
Warren Harding High School
Bridgeport, CT2014
Skills
- Customer Service
- Hospitality
- Organizational proficiency
- Staff Training and Development
- Customer Focus
- Problem-Solving
- Proficient in Microsoft Office
- Active Listening
References
- Ruby Cristal Rojas, 787-513-8086, Conocida de la Familia
- Efrain D. Delgado Rodriguez, 787-248-9114, Presidente Fast Contractors Llc.
- Rozanna Pontiles, 954-549-3309, Directora Jireh Medical Center
Languages
Spanish
Native language
English
Proficient
C2
Timeline
Rx Patient Care Cordinator
United Health Group
10.2023 - Current
Funeral Arrager
SCI Llc. Dignity Memorial Puerto Rico
07.2023 - 10.2023
Store Associate
CVS Pharmacy
09.2022 - 07.2023
Command Center Operator
Ranger American of Puerto Rico, Inc
01.2021 - 11.2021
Security Officer
Ranger American of P.R
12.2020 - 01.2021
Front Desk Assistant
Jireh Medical Center
03.2020 - 11.2020
Administrative Assistant
Fast Contractors Llc
02.2018 - 12.2020
T-Mobile Customer Service Representative
Atento of Puerto Rico
02.2016 - 03.2018
Associate of Science - Funeral Services And Mortuary Science
Antilles College of Health
No Degree - Nurse
National University College
High School Diploma -
Warren Harding High School
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