Susana Pichardo Terrones
Germantown
Summary
Dynamic professional with extensive experience in customer service and medical records. Proven ability to resolve issues efficiently while maintaining HIPAA compliance. Recognized for exceptional attention to detail and effective communication skills, contributing to enhanced customer satisfaction and streamlined processes. Committed to delivering high-quality service and support.
Overview
5
5
years of professional experience
Work History
Call Center Representative
ICF International Inc.
Maryland
07.2022 - 11.2023
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Updated databases with new and modified customer data.
Medical Records Clerk
Rosenthal And Siekanowicz
Silver Spring
05.2019 - 10.2022
- Safeguarded patient records, managing data transfers in compliance with HIPAA standards and organizational regulations.
- Maintained complete confidentiality in accordance with organization and legal requirements.
- Determined and implemented techniques to improve medical records retrieval process.
- Indexed and cataloged medical records for easy retrieval and archival purposes.
- Assisted in the development of policies and procedures related to the maintenance of accurate medical records.
Skills
- Customer service
- Call handling
- CRM software
- Attention to detail
- Time management
- Communication skills
- HIPAA compliance
- Problem solving
Languages
Spanish
Professional
Timeline
Call Center Representative
ICF International Inc.
07.2022 - 11.2023
Medical Records Clerk
Rosenthal And Siekanowicz
05.2019 - 10.2022
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