Carolina Castro Rubio

(Remote) As a Client Service Representative, I am responsible for managing high volumes of client interactions. I address customer inquiries, resolve issues, and provide comprehensive support to ensure client satisfaction.

• Strong communication skills and the ability to type at a speed of 40+ WPM.
• Spend approximately 95% of my time seated, handling repetitive tasks efficiently, and maintaining a high level of accuracy and consistency in my responses.
• Successfully managed an average of 45 client calls per day, ensuring timely and effective resolution of inquiries and issues.
• Utilized 100% Salesforce to manage and streamline patient communications, ensuring that all interactions were accurately documented and followed up on in a timely manner.
• Demonstrated the ability to handle repetitive tasks with a high degree of accuracy, spending 95% of work time seated.

(Remote) Bilingual Healthcare Communications Agent managing up to 50 daily calls in Spanish and English. Focused on resolving inquiries, complaints, and requests through active listening and effective problem-solving, directing calls to the appropriate personnel for optimal outcomes.

• Primarily, the role involved handling inbound calls, and I communicated fluently in both Spanish and English to assist a diverse clientele.
• Utilized Salesforce to manage and streamline patient communications, ensuring that all interactions were accurately documented and followed up on in a timely manner.
• Demonstrated proficiency with computers and web-based systems, navigating multiple systems efficiently while maintaining a typing speed of 40+ WPM.
• Trained new team members on effective call handling and system navigation techniques.
• Implemented self-try-on strategies and tools, reducing manual processing time by 30%.