Tawna Santistevan
Denver
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
4
4
years of professional experience
Work History
Contact Center Representative
UC Health Hospital
Aurora
07.2023 - Current
- Register new patients, gathers demographic information, and insurance information.
- Scheduling appointments for Neurology, physical therapy and rehabilitation.
- Answer any questions patients may have.
- Verifies patient’s insurance
- Ensures communication services for hearing impaired and non-English speaking patients are initiated.
- Educated patients on My Health Connection
- Expedites information from staff to management.
- Resolved customer complaints in a professional manner.
Appointment Scheduler
Dispatch Health
Denver
10.2022 - 05.2023
- Answered incoming calls from potential new patients and existing patient inquiries.
- Performed follow up calls to confirm scheduled appointments.
- Provided clear instructions to patients regarding their upcoming visits.
- Verified insurance information prior to appointment booking.
- Assisted in scheduling, rescheduling, and canceling appointments for patients.
911 Emergency Dispatcher
Falck Rocky Mountain
Aurora
04.2022 - 09.2022
- Assessed callers' needs and dispatched appropriate personnel to respond to emergencies.
- Screened incoming calls for accuracy and completeness of information provided.
- Received incoming calls from the public and determined the nature of the emergency.
- Utilized mapping software programs to plot locations of incidents quickly and accurately.
- Monitored multiple radio frequencies simultaneously while entering data into computer system.
Front Desk Receptionist
Luxottica Retail
Glendale
08.2021 - 04.2022
- Greeted customers warmly and made them feel welcome.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Tracked office supplies inventory levels, placed orders for replenishment as needed and monitored deliveries upon arrival.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Updated customer information in databases regularly to ensure accuracy of records.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Measured patients pupillary distance for glasses.
- Placed orders for contact lenses
Education
High School Diploma -
Westminster High School
Westminster, CO05-2017
Some College (No Degree) - Criminal Justice
Colorado Mesa University
Grand Junction, COSkills
- Customer service
- Appointment scheduling
- Insurance verification
- Patient registration
- Conflict resolution
- Emergency response
- Multiline phone systems
Timeline
Contact Center Representative
UC Health Hospital
07.2023 - Current
Appointment Scheduler
Dispatch Health
10.2022 - 05.2023
911 Emergency Dispatcher
Falck Rocky Mountain
04.2022 - 09.2022
Front Desk Receptionist
Luxottica Retail
08.2021 - 04.2022
High School Diploma -
Westminster High School
Some College (No Degree) - Criminal Justice
Colorado Mesa University