Nicole Ávila
San Pedro Sula
Summary
Friendly and skilled person with comprehensive background in medicine. Highly skilled at building trust and rapport with patients quickly to understand needs. Comfortable in high-pressure situations, making rapid and effective decisions.
Diligent with strong background in handling customer inquiries efficiently and maintaining high customer satisfaction. Proven track record of resolving issues promptly and professionally, contributing to team success. Demonstrated expertise in communication and problem-solving.
Overview
6
6
years of professional experience
Work History
Call Center Agent
Zero Variance
01.2022 - 01.2025
- Escalated complex issues to supervisors when necessary for further resolution.
- Guided customers through troubleshooting steps for technical issues.
- Resolved customer complaints with patience and professionalism to enhance satisfaction.
- Documented customer interactions accurately to maintain thorough records.
- Provided clear information about products and services to help customers make informed decisions.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
Medical Doctor
Secretaria De Salud
01.2019 - 01.2021
- Friendly and skilled person with comprehensive background in medicine
- Updated patient charts using electronic medical records system
- Implemented standards and procedures for processing medical records requests
- Kept up-to-date prescription records for reliable reference
- Filed and organized electronic and physical documentation for accurate, up-to date records
- Responsible for calling patients after their visit to urgent care for symptoms follow-up and further instructions
- Developed individualized treatment plans to address specific medical needs of patients.
- Conducted thorough physical examinations to assess patient health and identify conditions.
- Diagnosed and treated patients suffering from chronic conditions.
- Established strong relationships with patients and their families, fostering trust and commitment to the healthcare plan.
- Maintained confidentiality of patient information according to federal guidelines and regulations.
Education
M.D. - Medicine Doctor
Universidad Católica De Honduras
San Pedro Sula, Honduras12-2021
High School Diploma -
Kiddy Kat And Morazzanni Institute
San Pedro Sula, Honduras06-2012
Skills
- Microsoft Office
- Electronic medical record systems
- Call center operations
- Customer communications
- Data entry
- Payment processing
- Translation
- Team development
- Medical terminology
- Technical support
- Evidence-Based Medicine
- Problem-solving skills
- Leadership
- Assertive Communication
- Interpersonal skills
- Rapport-building
- Teamwork
- Call documentation skills
- Professional phone voice
- Adaptability
- Diligent
- Responsibility
- Work ethic
- Empathetic
- Friendliness
- Conflict resolution
- Decision-making
- Reliability
- Delegation
- Organization
Accomplishments
Spanish native speaker
English C1
Italian A1
Subject Matter Expert and supervised staff members
Alto Vocal Register
Timeline
Call Center Agent
Zero Variance
01.2022 - 01.2025
Medical Doctor
Secretaria De Salud
01.2019 - 01.2021
M.D. - Medicine Doctor
Universidad Católica De Honduras
High School Diploma -
Kiddy Kat And Morazzanni Institute
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