Summary
Overview
Work History
Education
Skills
Lenguages
Timeline
Generic
Cecilia Banta

Cecilia Banta

Balvanera

Summary

Professional with strong background in customer service and call center operations. Skilled in managing high-volume inquiries, resolving complex issues, and maintaining positive customer experience. Known for effective team collaboration and adaptability to changing requirements. Possess excellent communication, problem-solving, and leadership abilities critical for driving results.

Overview

19
19
years of professional experience

Work History

Senior Call Center Representative II

Unified Health USA
11.2023 - Current
  • Request, evaluate, interview and choose new candidates for Appointment setter position
  • Monitored call center metrics to identify areas of improvement, implementing changes that resulted in higher quality service delivery.
  • Provided constructive feedback to colleagues through regular performance evaluations, fostering professional growth within the team.
  • Reduced average call duration by implementing efficient problem-solving techniques and providing accurate information.
  • Partnered with other departments to address complex customer issues, facilitating timely resolutions and enhanced client satisfaction levels.
  • Served as an exemplary role model for junior representatives through exceptional work ethic and commitment towards delivering outstanding service experiences for clients consistently.
  • Assisted in developing standard operating procedures for the call center, improving consistency across all interactions with customers.
  • Managed escalated calls professionally, resolving issues swiftly while maintaining a calm demeanor under pressure.
  • Assisted in evaluating the schedule to improve efficiency and patient experience
  • Had 2 Senior I and the rest of the call center team under my supervision
  • Coordinate with management and the rest of the departments to improve patient experience and overall staff performance

Senior Call Center Representative I

Unified Health USA
02.2023 - 11.2023
  • Conducted comprehensive training sessions for new Appointment setters, ensuring complete understanding of company policies and procedures
  • Monitored staff calls to improve customer service experience by giving feedback and offering extra training
  • Served as an exemplary role model for junior representatives through exceptional work ethic and commitment towards delivering outstanding service experiences for clients consistently
  • Leveraged advanced technical knowledge to assist customers with troubleshooting issues, ultimately resolving concerns promptly and efficiently
  • Lead the weekly team meeting to talk about updates within the company
  • Managed logistics call report
  • Verify that all appointments schedule were done correctly and reach out to the staff to make corrections if necessary

Appointment Setter

Unified Health USA
11.2021 - 02.2023
  • Set appointments with patients for Dermatology, existing and new patients
  • Answered phone calls and questions from existing and new patients, about treatments and procedures
  • Received in-bound calls and initiated out-bound daily calls to contact patients since we received their referral ot be seen
  • Utilized EHR system to create account, upload documents and schedule patients
  • Was in charge of online booking requests and consent forms for virtual appointments
  • Assisted one of the Doctors with virtual appointments
  • Demonstrated exceptional multitasking abilities by managing multiple calendars simultaneously while handling incoming calls from potential patients

Emergency Operator and Travel Assitance Rep

OMINT S.A
08.2016 - 11.2021
  • Company Overview: Prepaid medical services
  • Emergency operator with triage for both the prepaid service and work related accidents, coordination of discharge transportation and claims. Medical assistance coordination for international patients in Argentina and national patients overseas.

Operator at medical appointments center

GMS S.A
10.2014 - 05.2016
  • Company Overview: Third party company
  • Operator at medical appointments center, Customer Service and medical studies information. Emergency operator with triage.

Sales and Customer Service

Hewelett Packard
02.2011 - 09.2011
  • Company Overview: Telemarketing
  • Sales and Customer Service for beauty products for US market.

Mobile sales and post sales Customer Service

Teletech
08.2006 - 05.2010
  • Company Overview: Telemarketing
  • Mobile sales and post sales Customer Service for US market. Back office and OSC (operation support center) with administrative tasks.

Education

Tecnicature - surgical nurse

Universidad de Buenos Aires

Event Planner - undefined

Fundación de altos estudios en Ciencias Comerciales

Highschool diploma - undefined

Instituto Ntra. Señora del Carmen
12.2004

Skills

  • Timekeeping

  • Team motivation

  • Workload prioritization

  • Verbal communication

  • Supervisory skills

  • Task delegation

  • CRM software

  • Call handling

  • Customer service

  • Problem-solving skills

Lenguages

English - Cultural Inglesa – Oral: Advanced Written: Advanced

Timeline

Senior Call Center Representative II

Unified Health USA
11.2023 - Current

Senior Call Center Representative I

Unified Health USA
02.2023 - 11.2023

Appointment Setter

Unified Health USA
11.2021 - 02.2023

Emergency Operator and Travel Assitance Rep

OMINT S.A
08.2016 - 11.2021

Operator at medical appointments center

GMS S.A
10.2014 - 05.2016

Sales and Customer Service

Hewelett Packard
02.2011 - 09.2011

Mobile sales and post sales Customer Service

Teletech
08.2006 - 05.2010

Event Planner - undefined

Fundación de altos estudios en Ciencias Comerciales

Highschool diploma - undefined

Instituto Ntra. Señora del Carmen

Tecnicature - surgical nurse

Universidad de Buenos Aires

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Cecilia Banta