Fernando - Customer Service and Appointment Scheduling with 2+ years experience

Delivered courteous and timely support to enhance customer satisfaction.

Coordinated appointments for medical procedures and maintained databases.

Provided Tier 2 support using tools like Five9, Salesforce, Jira, and Confluence.

Managed inbound/outbound communications and collaborated with teams to optimize operations.

Collected and accurately processed patient health insurance information, identifying the type of insurance (HMO or PPO) to ensure proper billing categorization (Medicare, Medicaid, Commercial Insurance, Exchange, or VA)., Efficiently scheduled and confirmed new patient visits and follow-up appointments for procedures like Endoscopy (EGD) or Colonoscopy using internal programs such as GGastro and ODB Oclinicals Database., Communicated schedule changes and updates promptly to patients, ensuring smooth coordination and minimized disruptions., Collaborated closely with team members to optimize the use of time and clinic resources, confirming staff availability and resolving any scheduling conflicts., Maintained and regularly updated scheduling databases to ensure accuracy and consistency., Provided comprehensive administrative support, managing inbound and outbound communications via 3CX, Ring Central and CloudQ.

Provided patient, courteous, and timely technical assistance to users, ensuring a positive and seamless customer support experience., Effectively managed customer complaints, promptly escalating issues when necessary to guarantee swift resolutions., Ensured all customer interactions complied with company policies, procedures, and quality standards, safeguarding brand reputation and enhancing customer satisfaction., Accurately documented customer interactions, issues, and transactions in CRM platforms such as Five9, Salesforce, Jira, and Confluence, maintaining organized and comprehensive records., Identified opportunities for business expansion, diversification, and innovation, leveraging emerging market trends to drive growth and meet evolving customer demands., Managed all financial operations, including budgeting, cash flow management, inventory control, and preparing detailed financial reports to ensure the business remained profitable and sustainable., Prioritized exceptional customer service by training staff, implementing customer feedback systems, and resolving issues promptly and professionally to maintain high customer satisfaction., Supervised daily store operations, including overseeing opening and closing procedures to ensure efficient business functioning.