Carolina Serpas

I am an experienced customer service representative with a strong background in dental insurance, CRM systems, and high-volume patient and cardholder interactions. I handle escalations and high-stress situations with empathy and professionalism, consistently protecting customer confidentiality.

In remote front-desk and call center roles, I scheduled and managed patient appointments, used practice management systems such as OpenDental, and maintained detailed customer records to ensure timely follow-up and resolution. My work improved customer satisfaction and fostered positive service cultures on my teams.

I have coached and mentored new hires, contributing to faster integration and stronger team performance. I have negotiated with dissatisfied dental providers to convert negative experiences into positive testimonials while adhering to HIPAA and data confidentiality requirements.

I bring strong communication, listening, problem-solving, and organizational skills, plus fluency in Spanish and advanced English, and I am seeking opportunities where I can continue to deliver empathetic customer experiences and support efficient practice or service operations.