Audrey L. Pichardo
Apex
Summary
Dynamic Customer Service Representative with a proven track record at Concentrix, excelling in claims processing and customer education. Adept at building strong client relationships and resolving complex issues through effective communication. Recognized for exceptional teamwork and critical thinking skills, ensuring high-quality service delivery and client satisfaction.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Concentrix
Apex
08.2025 - Current
- Assisted customers with policy inquiries and claims processing, ensuring timely responses.
- Educated clients on coverage options and benefits to enhance understanding.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Coordinated interdepartmental efforts to expedite claims resolutions efficiently.
- Handled billing inquiries and payment processing with accuracy and efficiency.
- Developed strong client relationships by delivering exceptional customer service.
- Conducted follow-up calls to verify satisfactory resolution of customer issues.
- Responded promptly to emails and phone calls, providing necessary assistance.
Travel Surgical Technologist
Aya Healthcare
Raleigh
04.2021 - 06.2025
- Assisted surgical teams in preparing operating rooms and equipment.
- Sterilized instruments and maintained adherence to safety protocols.
- Managed inventory of surgical supplies and ensured availability during procedures.
- Collaborated with healthcare professionals to facilitate smooth surgical workflows.
- Supported patient positioning and monitoring during surgical interventions.
- Educated new staff on best practices for surgical procedures and equipment use.
- Operated various medical devices and technology relevant to surgeries.
- Performed scrub duties during surgeries such as passing instruments to surgeons and counting sponges, needles and other materials used during the operation.
Surgical Technologist
Duke University Medical Center
Durham
09.2015 - 03.2021
- Clinical experience in surgical specialties such as General, Ear Nose & Throat, Gynecology, Plastic Reconstructive, Neurology, and various laparoscopic procedures
- Effectively uses equipment and supplies in the most ergonomic manner during cases
- Maintains aseptic technique throughout entire procedure without breaks in sterility
- Possess a strong knowledge of assigned procedures in order to effectively anticipate patient and physician needs
- Plays an integral role in precepting other students and nurses on gowning, gloving, surgical hand scrub, along with case specific needs
- Resourceful team player
Assistant Teacher
Kids R Kids Learning Academy
01.2013 - 01.2015
- Assisted lead teacher in planning and implementing engaging lesson plans.
- Supported classroom management by maintaining a positive learning environment.
Front Desk Associate
Massage Envy
01.2012 - 01.2013
- Managed appointment scheduling using clinic management software.
- Assisted clients in completing intake forms and understanding services offered.
- Collaborated with therapists to ensure smooth operations during peak hours.
Sales Associate
PostNet
01.2011 - 01.2013
- Managed inventory by restocking shelves and tracking supplies.
- Utilized various software and tools to streamline processes and optimize performance.
- Operated equipment and machinery according to safety guidelines.
Education
Diploma - Surgical Technology
Durham Technical Community College
Durham, NC07-2015
Skills
- Claims processing
- Customer education
- Customer relationship management
- Billing inquiries management
- Surgical assistance
- Inventory management
- Quality control
- Call management
- Customer service
- Critical thinking
- Escalation management
- Call center experience
- Strong teamwork
- Technical support
- Computer proficiency
- Call escalation
- Visionary leadership
- Coaching and mentoring
- Team player
- Effective communication
- Quick learner
References
Available upon request
Committees
DUHS Safety Committee, Member, 2015-2021
Languages
English
Full Professional
Spanish
Native/ Bilingual
Accomplishments
Top Performer Award - Client Survey Excellence
Timeline
Customer Service Representative
Concentrix
08.2025 - Current
Travel Surgical Technologist
Aya Healthcare
04.2021 - 06.2025
Surgical Technologist
Duke University Medical Center
09.2015 - 03.2021
Assistant Teacher
Kids R Kids Learning Academy
01.2013 - 01.2015
Front Desk Associate
Massage Envy
01.2012 - 01.2013
Sales Associate
PostNet
01.2011 - 01.2013
Diploma - Surgical Technology
Durham Technical Community College