Ilsy Portillo
Stone Mountain
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
Work History
Client Experience Coordinator
Emory Proton Therapy Center
12.2023 - Current
- Managed complex schedules for multiple healthcare providers, ensuring timely patient care and provider availability.
- Assisted in maintaining a clean, organized work environment that fostered efficient daily operations within the clinic setting.
- Anticipated scheduling conflicts and proactively resolved them before they impacted patient care or provider availability.
- Coordinated special accommodations for patients with specific needs or requests, ensuring their comfort during appointments.
- Developed strong relationships with referring physicians'' offices, facilitating seamless coordination of shared patients'' appointments.
Patient Care Coordinator
Emory Proton Therapy Center
05.2023 - 12.2023
- Scheduled appointments for patients and follow-up visits as needed.
- Compiled information from patients and caregivers or family members to identify care concerns.
- Performed administrative duties such as answering phones and scheduling appointments.
- Received and routed care team messages and documents to appropriate staff.
- Explained procedures and services to patients.
Customer Service Associate
The Home Depot Store
05.2019 - 05.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed and actualized customer service initiatives to decrease wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Contacted vendors to determine shipping dates and availability for specific items to notify customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Coached new team members on service techniques and provided scoring through quality assurance program.
Restaurant Waitress
Big Bang
03.2019 - 04.2019
- Maintained detailed knowledge of specials and currently available items to provide guests with informative menu descriptions.
- Participated in dining room sidework such as refilling condiment bottles, preparing menus and arranging silverware packages.
- Performed dining room sanitation tasks such as spill cleanup, table sterilization and removal of apparent waste or refuse.
- Sustained calm and congenial manners during communications with angry guests, directing disgruntled clients to appropriate managers.
Education
Bachelor of Science -
Georgia State University
Atlanta, GAHigh School Diploma -
Cross Keys High School
Brookhaven, GASkills
- Customer Support
- Issue and Complaint Resolution
- Upbeat and Positive Personality
- Responding to Difficult Customers
- Spanish Speaking
- Efficient and Detail-Oriented
- Patient Care Coordination
- Appointment Scheduling
- Medical Data Collection
- Patient Registration
- Verbal and Written Communication
- Proficient in EPIC and ARIA
Timeline
Client Experience Coordinator
Emory Proton Therapy Center
12.2023 - Current
Patient Care Coordinator
Emory Proton Therapy Center
05.2023 - 12.2023
Customer Service Associate
The Home Depot Store
05.2019 - 05.2023
Restaurant Waitress
Big Bang
03.2019 - 04.2019
Bachelor of Science -
Georgia State University
High School Diploma -
Cross Keys High School
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