Wilmarie Zayas
Guayama, PR
Summary
Service focused laborer bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
United Healthcare Group
03.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled customer inquiries and suggestions courteously and professionally.
Medical Receptionist
Aesthetic Center Of Puerto Rico
04.2021 - 03.2022
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
Casino Attendant
One And Five Casino
09.2017 - 04.2021
- Served needs of more than 20 customers in busy type environment.
- Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
- Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
- Verified cash and credit payments daily.
- Oversaw casino floor activity to foster efficient service and maintain guest safety.
- Supported guest satisfaction and loyalty through prompt customer service and timely payouts.
- Reported and filed all paperwork for casino transactions, noted and investigated discrepancies and reported on any notable incidents.
Child Caregiver
Emily Daycare
05.2011 - 08.2017
- Maintained effective schedule balance between rest periods, active play and instruction.
- Met with parents about daily activities, positive developments and issues.
- Sanitized dishes, tabletops, toys and frequently touched surfaces to prevent spreading of germs.
- Worked with children individually and in groups to teach social, communicative and problem-solving skills.
- Helped children develop motor skills in preparation for preschool and kindergarten.
- Managed safety and security of all children under care.
Education
Associate Degree In Nursing - Nursing Science
National University College
Online Campus12.2024
Skills
- Customer Relationship Management
- Cash Handling
- Excellent work ethic
- Interpersonal Communication
- Verbal and written communication
- Teamwork
- Flexible & Adaptable
- Currency transaction management
- Organization and Time management
- Product Knowledge
- Complaint Resolution
- Call Management
- Building Rapport
- De-Escalation Techniques
Languages
Spanish
Native language
Spanish
Proficient
C2
English
Native or Bilingual
A1
Timeline
Customer Service Representative
United Healthcare Group
03.2022 - Current
Medical Receptionist
Aesthetic Center Of Puerto Rico
04.2021 - 03.2022
Casino Attendant
One And Five Casino
09.2017 - 04.2021
Child Caregiver
Emily Daycare
05.2011 - 08.2017
Associate Degree In Nursing - Nursing Science
National University College
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