Genesis Dariela Pineda Cuevas

Assisted in the reduction of appointment wait times by coordinating schedules and optimizing available resources. Collected and documented patient medical information such as blood pressure and weight. Liaised with patients and addressed inquiries, appointment requests and billing questions. Provided compassionate support, addressing patient concerns and inquiries in a professional manner. Maintained strict confidentiality, adhering to HIPAA regulations while handling sensitive patient information.

Assisted a Duckbill member with completing daily tasks requests related to household, medical, legal, shopping, and travel needs. Maintained a target of completing 8 tasks per day with a high quality control rate. Provided tailored solutions and options based on the member’s specific requirements.

I managed 16 to 20 people from three lines of business.
My tasks:

• 1-on-1 coaching
• Deliver any feedbacks from clients
• Technical and inquiry support to and from the agents
• Performance Data Extraction
• New agent training
• Subject Refresher Meeting
• Auditing emails/orders
• Internal and External client calibrations
• Agent's hours and payroll reporting
• Weekly Team meetings and engagements

Leveraged customer feedback analysis to inform strategic service enhancements and boost client engagement. Drove process improvements that increased operational efficiency in customer support. Managed escalated issues to ensure timely resolution and strengthen client relationships. Continuously monitored performance metrics to identify improvement opportunities and implement targeted solutions.

I worked in the MSC Direct company in which we took specific orders from a queue called "ECPending" or Ecommerce Pending Queue. These orders are placed by customers through the company's website, they are reviewed in order to provide better information for the items being purchased with the vendors, as well as to make sure they are legit orders and not fraud orders.

I started two projects besides ECP.

• P76: Consists on following up with the purchased orders from anyone and solve any issues these orders might have, with the vendor, the best way possible in order to redirect it to the final process via email.
• EXP: This project consisted in reporting on massive orders placed by our exclusive customers regarding their order status and issues in detailed manner back to them.

Proxy voting is designed to inform account shareholders regarding shareholder voting events they need to take action on with accepting or denying the new policies being added to and/or taken off their bank accounts, health accounts, insurance accounts, etc. In which, if they cannot attend the event in person and still wish to vote on these new policies, we read the policies to them and take their vote via phone. If the account owner desires to read these policies and take the vote by themselves, we put in a request to have them sent to them via mail.