Riku Da Silva-Yoshida

Handled inbound customer inquiries regarding pest control services, including scheduling, rescheduling, and verifying treatment appointments across regional branches. Achieved 95.50% Quality Assurance and 95.83% Resolution Rate, exceeding the 85% goal, while maintaining compliance in a fast-paced, metrics-driven environment.

Handled inbound calls for residential and commercial customers regarding billing, service requests, outages, and general inquiries related to natural gas services. Efficiently navigated and updated multiple CRM systems such as Five9, Vistio, and SecurePay to access customer accounts, process service orders, and payment transactions.

Processed new patient referrals and verified insurance eligibility for DME and pharmaceutical services. Conducted insurance verification and authorization procedures for Medicaid, Medicare, and private insurance plans, ensuring accuracy and compliance with billing regulations.

Streamlined check-in and check-out processes for improved efficiency and customer experience. Trained new hires and coordinated hotel operations with other department heads, occasionally assisting in conventions and conference meetings.

Designed curriculum that aligned with ESL standards and learning objectives, tailoring lessons to meet the specific needs and goals of individual students and groups aged 5-45. Assessed language skills and adapted lesson plans to accommodate varying student proficiency levels, incorporating both American and Brazilian culture.

Completed a comprehensive program focused on English as a Second Language (ESL) education. Gained expertise in ESL standards, curriculum design, and teaching methodologies.

Graduated with a High School Diploma, completing all required coursework. Developed foundational academic skills and participated in various school activities.