Duany Gonzáles Organizational Psychology student with 6+ years of progressive

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Back Office Specialist

STAR SOLUTIONS

Jan 2024 - Current (2 years 4 months)

• Currently manages back-office operations, specializing in contacting patients following the review of their personal health exams for plastic surgery. • Facilitates critical, sensitive communication between medical staff and patients, ensuring clarity and confidentiality regarding surgical preparation and follow-up. • Requires acute attention to detail and adherence to strict protocols while handling complex medical documentation and patient records.

Administrative/Office Support

Oclinicals

Jan 2023 - Dec 2024 (2 years)

As an Administrative/Office Support professional, I effectively managed incoming calls, ensuring accurate message relaying to the appropriate departments. I efficiently scheduled and rescheduled appointments, providing timely cancellation notifications to all parties involved. Additionally, I utilized my skills in healthcare administrative support to navigate the complexities of patient interactions, ensuring a seamless experience for clients. My understanding of HIPAA compliance was essential in maintaining confidentiality and safeguarding sensitive information, further enhancing the trust and reliability of our office operations.

English Coach

E4CC

Jan 2021 - Current (5 years 4 months)

• Provided 3+ years of individualized coaching to students spanning all levels, from beginner to advanced. • Designed and delivered engaging and effective English lessons tailored to meet the individual academic needs of each student. • Utilized a variety of teaching methods, including traditional, online, and blended learning approaches.

Supervisor

StarTek

Jan 2017 - Dec 2022 (6 years)

• Successfully managed a team of 10 employees, consistently achieving project completion on time and within budget. • Developed and delivered new training programs and conducted regular performance reviews for the team. • Accurately completed payroll on time, ensuring that all employees were paid correctly. • Analyzed KPI data on a regular basis to identify areas for improvement and maintain updated metrics. • Audited calls to ensure that employees adhered to company procedures and provided excellent customer service.

Customer Service Representative

StarTek

Jan 2011 - Dec 2017 (7 years)

• Resolved customer complaints and managed complex billing issues, maintaining high customer satisfaction. • Handled a wide range of transactional duties, including taking orders, processing payments, managing returns, and exchanges. • Accurately updated and made necessary changes to customer accounts. • Served as the primary point of contact for customer questions about the company, products, and services.

Duany Gonzáles

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