Q B

I am an experienced customer service professional with 11 years of delivering best-in-class support across phone, email, and chat, focused on empathy and one-call resolution. I consistently navigate multiple systems to maintain detailed, accurate records while resolving complex issues related to benefits, referrals, and compliance.

In recent roles I handled high call volumes (40–100 calls daily), scheduled patient appointments, and achieved strong quality and satisfaction metrics, including a 95% call quality score and a 98% patient satisfaction contribution. I bring experience in fast-paced environments where meeting performance goals and maintaining confidentiality are essential.

As an educator and substitute teacher, I served as a primary contact for student cases, responded to family concerns promptly, and coordinated multidisciplinary teams to process referrals and support plans, maintaining compliance with district policies. I also contributed to process improvements and ensured CRM and documentation accuracy to support continuity of service.

I hold a Master of Public Administration in Healthcare Management and a Bachelor in Elementary Education, plus multiple certifications including State Teaching Certification, Google Certified Educator Level 2, ESL ELL Certification, Special Education Certification, and Culturally Responsive Teaching Certificate. I am driven to apply my communication, organizational, and problem-solving skills in roles that value empathy, accuracy, and continuous improvement.