About
Empathetic and detail-oriented professional with 3+ years of experience delivering high- quality customer service across phone, email, chat, and in-person channels.
Proven ability to handle sensitive information with complete confidentiality, navigate complex software systems, and guide users through online platforms.
Strong active listener skilled in de-escalation, clear communication, and providing supportive, compliant care to diverse populations.
What I'm looking for
Seeking a patient services, member support, or clinical research support role where I can use 3+ years of customer service experience and my background in HIPAA compliance, participant coordination, and multi-system data entry. Open to remote or hybrid positions in healthcare, health tech, or research settings.
Experience
User Support & Program Assistant
UTSA & University of Michigan–Flint
Jan 2023 – Present
Guided participants through online portals, resolving digital access issues, account registration, and technical system questions.
Maintained strict confidentiality and data security protocols, ensuring all participant records met standard compliance regulations.
Coordinated scheduling, updated documentation across digital systems, and communicated complex study criteria to diverse groups.
Used active listening and empathy to ensure a supportive, stress-free experience for all participants.
User SupportData SecurityScheduling Coordination
Front of House Specialist
Panda Express
May 2022 – Apr 2023
Delivered friendly, fast-paced service in a high-volume setting, processing transactions and resolving order concerns with a positive attitude.
Multi-tasked effectively under pressure during peak business hours while maintaining high quality standards.
Customer ServiceTransaction ProcessingOrder Resolution
Customer Service Associate
ASEA
Mar 2021 – Apr 2022
Assisted customers daily via phone, email, and chat, maintaining an empathetic, solution-oriented approach.
Resolved complex account inquiries, clarified program guidelines, and provided accurate details to support member retention.
Navigated multiple proprietary systems and customer databases simultaneously to update records and resolve issues efficiently.
Built immediate rapport with customers through active listening and personalized, compassionate support.
Managed an influx of high-volume, sensitive calls during the COVID-19 pandemic, guiding members through difficult subscription adjustments and financial cancellations with empathy, active listening, and de-escalation.
Customer ServiceProprietary SystemsAccount Management
Education
University of Texas at San Antonio
Bachelor of Arts · Psychology
Certifications
Good Clinical Practice Certification
Good Clinical Practice
CITI Human Subjects & Data Protection Certification
CITI
Skills
DocumentationData EntryOnline Account NavigationDe-escalationActive ListeningTechnical TroubleshootingPatient PrivacyHIPAA GuidelinesCustomer Service
Languages
English (Native or bilingual proficiency)
