1. ADNERYS RIVERA
347.431.5031 ● addier39@gmail.com ● www.linkedin.com/in/adnerys-rivera
SUMMARY
Resourceful, Medical Administrative and professional Customer Service with 14 years of experience.
Highly motivated and able to multitask in a fast-pace environment. Recognized by clients and co-workers
for approachability style, empathy, excellent listening skills. Quickly assesses customer needs, diffuses
escalated issues, takes initiative and follows through to resolution. An adept troubleshooter at recognizes
and analyzes. Employs a high-level of professionalism in day-to-day work, enjoys tackling challenges on
an individual-basis but also thrives in hectic, customer-focused, teamwork environment. Proficient in
Microsoft Office, MS Word, Excel, PowerPoint.
PROFESSIONAL EXPERIENCE
Shiel Medical Lab (Fresenius Medical Care), Brooklyn, NY
Laboratory Sales Liaison 2011 – 2016
Served as liaison between Laboratory and Sales team to resolve questionable tests and results, document
complaints and promote laboratory services. Go to person for key clients.
● Retained 10 “high risk” clients by providing in-depth customized research and daily account service.
● Created custom test panels and requisition to satisfy client requests and needs.
● Validate 10 – 20 weekly requests and authorizations for release of Patient Health Information (PHI)
according to HIPAA guidelines.
● Marketing presentation for Sales Representatives to obtain new business.
Client Service, Team Lead 2005 – 2011
Carried out supervisory responsibilities in accordance with the organization’s policies, including training
new employees, assigning, and directing work, addressing complaints and resolve problems.
● Monitored a team of 12 and worked alongside middle management to ensure high-level of customer
service was consistently met; phone etiquette, able to handle critical issues in a friendly and gracious
manner.
● Go-to person for new and established employees for questions and client concerns.
● Took initiative and action to respond, resolve and follow up regarding customer service complaint with
clients in a timely manner.
Client Service Representative 2002 – 2005
Responsible for answering, researching, and resolving clients’ questions, inquiries, and problems in a fast-
paced, healthcare environment.
● Handled over 150+ daily inbound and outbound calls with a highly positive attitude.
● Provide prompt resolution to client inquiries by providing appropriate and accurate information.
● Add-on tests to existing patient blood work requested by physician and made certain the test(s) were
performed in a timely manner and reported to client.
● Focused on providing excellent client service while maintaining the highest level of confidentiality.
New York Presbyterian Queens Hospital, Queens, NY 2001 – 2002
Accounting Clerk
US Postal Service Processing and Distribution Center, Queens, NY 1996 – 2000
Mail Handler/Mail Clerk
EDUCATION
Mid-Manhattan Adult Learning Center, New York, NY 2010
● GED Diploma Certificate