MARIO JAFFETH SUAZO PADILLA
Tegucigalpa
Summary
Professional with organizational and management skills. I'm known for being honest, committed, and efficient. In previous positions, I've always stood out for my ability to solve problems effectively and help others around me. Looking for a new growth opportunity in a promising company.
Overview
7
7
years of professional experience
Work History
Customer Service Representative/Appointment Scheduler
ResultsCX
09.2023 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Resolved customer inquiries regarding insurance benefits and healthcare services efficiently.
- Coordinated patient appointments and ensured timely follow-up on outstanding issues.
- Educated customers on healthcare programs, enhancing understanding of available services.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Coordinated appointment schedules for multiple departments, optimizing resource allocation and minimizing conflicts.
- Managed high-volume inbound and outbound calls, ensuring efficient communication between clients and service teams.
- Overcame objections using friendly, persuasive strategies.
- Set up appointments with interested customers according to schedule availability.
SME (Subject Matter Expert)
24/7 In-Touch
02.2022 - 11.2022
- Led cross-functional teams to develop and implement operational best practices.
- Mentored junior staff, enhancing their skills and knowledge in customer service protocols.
- Collaborated with management to optimize training materials, ensuring alignment with organizational goals.
- Resolved customer inquiries through various communication channels, ensuring timely and effective support.
- Enhanced customer satisfaction by actively listening to concerns and providing appropriate solutions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Customer Support Agent
24/7 In-Touch
12.2018 - 02.2022
- Reduced call center wait times by efficiently managing incoming requests and delegating tasks effectively.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Analyzed customer feedback to identify trends and recommend actionable improvements for services.
- Utilized CRM systems to track interactions and monitor client engagement effectively.
- Improved customer satisfaction by addressing and resolving their concerns in a timely manner.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
Education
Bachelor of Science -
Eagles Nest Educational School
06.2017
Skills
- EXPERT ATTENTION TO DETAIL
- RESOLVE AND INITIATIVE
- EXCELLENT CUSTOMER SERVICE
- INTERPERSONAL SKILLS
- KINDNESS AND COURTESY
- FRIENDLY AND PROACTIVE ATTITUDE
- ACTIVE LISTENING AND EMPATHY
- COMPLIANCE WITH SERVICE STANDARDS
- SELF-MOTIVATION AND LEADERSHIP
EFFECTIVE AND ASSERTIVE COMMUNICATION - WORK PLANNING AND ORGANIZATION
- LONG-TERM PROJECTION
- AGILE PROBLEM-SOLVING
- CONTINUOUS LEARNING
LANGUAGES
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative/Appointment Scheduler
ResultsCX
09.2023 - Current
SME (Subject Matter Expert)
24/7 In-Touch
02.2022 - 11.2022
Customer Support Agent
24/7 In-Touch
12.2018 - 02.2022
Bachelor of Science -
Eagles Nest Educational School
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