Natalia Díaz González
San Juan
Summary
Seasoned call center representative with a proven track record in delivering exceptional customer service through effective communication. Demonstrated ability to enhance customer satisfaction and resolve complex issues efficiently while maintaining composure under pressure. Recognized for strong multitasking capabilities and exceptional interpersonal skills, contributing to significant improvements in quality processes. Highly motivated and adaptable, with a strong work ethic and keen attention to detail.
Overview
2027
2027
years of professional experience
Work History
Account Manager
CARELON; ElevanceHealth Puerto Rico Branch
Hato Rey
01.2024 - Current
- Managed high-volume inbound calls and addressed customer inquiries effectively.
- Resolved customer complaints by identifying issues and providing suitable solutions.
- Cultivated positive customer relations while coordinating with various functions for timely request resolution.
- Collaborated with team members to enhance service delivery and improve processes.
- Addressed customer questions regarding insurance benefits, provider contracts, eligibility, and claims for clarity.
- Ensured prompt handling of customer requests by collaborating across departments.
- Managed client relationships to ensure satisfaction and retention.
- Assisted in training new staff on call handling protocols and best practices.
Patient Account Representative
TSI, Puerto Rico Branch
2021 - 2023
- Resolved patient inquiries promptly with accurate information to enhance patient satisfaction.
- Educated patients on billing processes and payment options clearly.
- Communicated via inbound and outbound telephone calls with patients.
- Tracked accounts and processed payments using billing software to ensure accuracy and efficiency.
- Processed payments from patients and maintained accurate records of all transactions.
- Entered patient information into EPIC workspace and FACs system accurately.
- Managed payment transactions, established payment plans, and dispatched invoices to facilitate timely payments.
Graphic Designer & Content Creator
PeakPerformanceInc
03.2016 - 01.2020
- Produced visually appealing graphics to promote events on social media platforms.
- Designed visual content for marketing campaigns and promotional materials.
- Crafted engaging weekly promotional content to support marketing initiatives.
- Design content and reusable templates for Newsletters.
- Designed intuitive graphics for websites and social media to enhance user experience.
- Utilized Adobe Creative Suite to produce high-quality designs efficiently.
- Developed a comprehensive understanding of Facebook, Instagram, and Twitter for effective content strategy.
- Conducted client meetings to gather design requirements and feedback effectively.
- Enhanced photographs for digital media, optimizing visuals for web banners and social media posts.
Waitress/Hostess
Café Caribe
2009 - 2010
- Breakfast Server; Etiquette and knowledge of the menu.
- Delivered excellent customer service through engaging conversations with guests.
- Introduced and explained menus to families, highlighting specials to enhance dining experience.
- Recorded guest order and submitted it to the kitchen and bar.
- Delivered drinks and food items to guests with proper accompaniments.
- Navigated busy dining areas efficiently to ensure timely service and guest satisfaction.
- Restaurant at the Conrad Hotel Condado
Receptionist
Esteban Montes Alta Peluquería
2006 - 2008
- Managed appointments and handled incoming phone calls to facilitate client scheduling.
- Delivered excellent customer service to enhance client satisfaction and retention.
- Operated cash register for daily transactions.
- Conducted inventory of hair products to ensure stock availability.
Candy Area
Caribbean Cinemas
2005 - 2006
- Assisted customers with inquiries and transactions to enhance their shopping experience.
- Managed main cash registers, ensuring accurate balance and profit tracking.
- Conducted product inventory and maintained cleanliness of work area.
- Mobility to visually inspect facility, inventory, theater property and equipment.
- Knowledge of standard monetary values and basic mathematical ability.
Education
Master of Arts - Communication Arts - Digital Narratives
Universidad del Sagrado Corazón
San Juan, PR01-2022
Bachelor of Fine Arts - Design & Digital Art
Escuela De Artes Plásticas Y Diseño De Puerto Rico
San Juan01-2017
High School Diploma -
Colegio Sagrados Corazones
San Juan, PR01-2007
Skills
- Bilingual
- Office software proficiency
- Microsoft Word and Excel
- Outlook management
- Presentation skills
- Web design and publishing
- Adobe Photoshop and Illustrator
- InDesign expertise
- Logo creation and branding
- Flyer and editorial design
- Problem solving
- Team collaboration
- Conflict resolution
- Time management
- Attention to detail
- High-volume call handling
- Data entry accuracy
- Active listening
- Call management strategies
- Flexibility and adaptability
- Empathy and patience
- Verbal and written communication
- Inbound and outbound calling strategies
- Cultural sensitivity
- Organizational skills
- Data organization and collection
- Calm under pressure
Additional Information
References and Preferred Work Hours Upon Request
Languages
Spanish
Native
Native
English
Proficient (C2)
C2
Timeline
Account Manager
CARELON; ElevanceHealth Puerto Rico Branch
01.2024 - Current
Graphic Designer & Content Creator
PeakPerformanceInc
03.2016 - 01.2020
Patient Account Representative
TSI, Puerto Rico Branch
2021 - 2023
Waitress/Hostess
Café Caribe
2009 - 2010
Receptionist
Esteban Montes Alta Peluquería
2006 - 2008
Candy Area
Caribbean Cinemas
2005 - 2006
Master of Arts - Communication Arts - Digital Narratives
Universidad del Sagrado Corazón
Bachelor of Fine Arts - Design & Digital Art
Escuela De Artes Plásticas Y Diseño De Puerto Rico
High School Diploma -
Colegio Sagrados Corazones