ANDREA CASTRO PORRAS
Desamparados
Summary
Expert in teamwork and task prioritization, achieving significant improvements in client retention and workflow optimization. Maintains rigorous standards in safety and data privacy, embodying a blend of technical proficiency and empathetic customer engagement.
Overview
4
4
years of professional experience
Work History
Patient Service Representative
NCH
Costa Rica
11.2024 - Current
- Managed patient check-in and appointment scheduling using electronic health record systems.
- Assisted patients with insurance verification and benefit inquiries for seamless service.
- Responded to patient inquiries via phone and in-person, providing accurate information.
- Coordinated communication between medical staff and patients for effective care delivery.
- Maintained patient confidentiality while handling sensitive information in compliance with regulations.
- Collaborated with healthcare teams to address patient concerns and improve service quality.
- Adhered to HIPAA regulations when handling confidential patient information.
Customer Service Representative Agent
Infosys
Santa Ana
02.2024 - 10.2024
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
Chat and Phone Support Representative
Concentrix
Pavas
05.2023 - 12.2023
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
- Reduced escalations to higher-level support teams by successfully addressing customers' issues at the first point of contact.
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
Manufacturing Technician
Infotree Global Solutions
Heredia
11.2021 - 01.2023
- Improved production efficiency by implementing standardized procedures and streamlining workflow.
- Enhanced product quality through meticulous monitoring of manufacturing processes and regular equipment maintenance.
- Maintained a safe work environment by enforcing safety protocols and conducting routine inspections.
- Maintained equipment by performing regular inspections and basic repairs.
- Documented production data accurately for compliance and reporting purposes.
- Trained new technicians on safety protocols and operational procedures.
- Troubleshot problems with equipment, devices or products.
Education
Technician - Electrotecnia
Colegio Vocacional Monseñor Sanabria
Desamparados12.2020
Skills
- First Aid/CPR
- Task Prioritization
- Effective communication
- Team collaboration
- Active listening
Languages
- English, Advanced (C1)
- Spanish, Bilingual or Proficient (C2)
Timeline
Patient Service Representative
NCH
11.2024 - Current
Customer Service Representative Agent
Infosys
02.2024 - 10.2024
Chat and Phone Support Representative
Concentrix
05.2023 - 12.2023
Manufacturing Technician
Infotree Global Solutions
11.2021 - 01.2023
Technician - Electrotecnia
Colegio Vocacional Monseñor Sanabria