Nashaly Khaffage Abuomar
Carolina
Summary
Bilingual customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with Customer Relationship Management Relationship Systems paired with outstanding active listening and multitasking abilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Internal Revenue Service ( Account Management)
Internal Revenue Service, IRS
05.2022 - Current
- Enhanced tax compliance by conducting thorough research and analysis of financial records.
- Assisted taxpayers with understanding complex tax issues, providing clear explanations and guidance.
- Served as an acting lead to others by offering guidance on complex technical issues.
- Built strong relationships with taxpayers through professional communication and timely responses to inquiries.
- Recognized for consistently meeting or exceeding performance metrics related to overall job effectiveness.
- Reduced errors in filed returns through meticulous review and verification of taxpayer information against IRS records.
Humana Customer Service Representative
Humana INC
06.2022 - 05.2023
- Responded to queries, solved or referred problems and followed up with clients to increase satisfaction.
- Asked probing questions and offered solutions to resolve customer issues.
- Navigated computer system to look up customer information and update policies.
- Answered insurance-related questions
Pharmacy Call Center Representative
Mega Aid Pharmacy
04.2021 - 06.2022
- Answered 150 daily phone calls to resolve customer issues.
- Delivered quality care to customers through close collaboration with pharmacists.
- Created new customer profiles and updated demographics, allergies, and new medications in pharmacy computer systems.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Delivered translation services from English to Spanish to clients.
Patient Care Coordinator
CCM (Call Center Chronic Care Management).
04.2021 - 06.2022
- Scheduled evaluations and procedures for patients.
- Safeguarded medical records to maintain patient confidentiality.
- Communicated with patients to ensure quality of care and develop care plans.
Veterinary Assistant
Los Paseos Veterinary Clinic
03.2022 - 05.2022
- Assisted veterinarians in examining animals.
- Addressed healthcare needs of animals by coordinating with veterinarians and following orders.
- Helped veterinarians examine animals and identify behavioral changes or clinical symptoms suggesting illness or injury.
- Administered medications to animals as prescribed by veterinarians.
- Cleaning different types of rooms (cages and kennels).
Elementary School Tutor
Private Tutoring
10.2020 - 11.2020
- Creating comfortable tutoring environment conducive to learning.
- Assisted students in finding useful study methods to enhance academic performance.
- Provided one-on-one tutoring instruction
President of Student Union
IAUPR MC Biological Sciences Student Association
08.2017 - 08.2018
- Provided leadership, insight, and mentoring to college students interested in studying Biology or Biomedical Science.
- Directed, coordinated, and evaluated activities of support staff within academic institutions, departments, and alumni organizations.
Research Assistant, Research Program
VA Caribbean Healthcare
08.2017 - 01.2018
- Research about Sleep Disorders in Veterans with Mild Traumatic Brain Injury
- Reviewed literature to remain current with new procedures and apply learnings to related research.
- Prepared tables, graphs, fact sheets and written reports summarizing research results.
- Shared research findings through publications, presentations and conferences.
Volunteer Work
Organizations:
03.2017 - 08.2017
- San Juan Bautista School of Medicine
- San Jorge Children’s Hospital
- El Centro de Educación, Conservación e Interpretación Ambiental (CECIA)
- FREMS, First Response Emergency Medical Services, Inc
- Shadowing at Ashford Presbyterian Community Hospital
Medical Technologist Assistant
Laboratorio Clínico Ginara
06.2015 - 06.2016
- Accurately entered personal information into computer system.
- Transcribed physicians' notes and entered data into electronic chart management software.
Education
Biology/Office System Administration
University of Puerto Rico
Bachelor of Science - Biomedical Sciences
Inter American of Puerto Rico (IAUPR) Metropolitan Campus (MC)
05.2020
Skills
- Communication skills
- Time management
- Active listening
- Skilled multi-tasker
- Customer service skills
- Adaptability
Accomplishments
- BS degree in Biomedical Science with Magna Cum Laude.
Certification
- Suture Training - |2016|
- CPR Training - |2016|
- HIPAA Training - |2021|
- Nondiscrimination and Cultural Competency |2021|
- Occupational Safety and Health Administration |2021|
- Fraud Waste and Abuse Training |2021|
Timeline
Humana Customer Service Representative
Humana INC
06.2022 - 05.2023
Internal Revenue Service ( Account Management)
Internal Revenue Service, IRS
05.2022 - Current
Veterinary Assistant
Los Paseos Veterinary Clinic
03.2022 - 05.2022
Pharmacy Call Center Representative
Mega Aid Pharmacy
04.2021 - 06.2022
Patient Care Coordinator
CCM (Call Center Chronic Care Management).
04.2021 - 06.2022
Elementary School Tutor
Private Tutoring
10.2020 - 11.2020
President of Student Union
IAUPR MC Biological Sciences Student Association
08.2017 - 08.2018
Research Assistant, Research Program
VA Caribbean Healthcare
08.2017 - 01.2018
Volunteer Work
Organizations:
03.2017 - 08.2017
Medical Technologist Assistant
Laboratorio Clínico Ginara
06.2015 - 06.2016
Biology/Office System Administration
University of Puerto Rico
Bachelor of Science - Biomedical Sciences
Inter American of Puerto Rico (IAUPR) Metropolitan Campus (MC)
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