Self-motivated representative, highly experienced in guest services. Pleasant personality coupled with talents in customer relations, recordkeeping, and problem-solving. Outgoing when greeting and communicating with others to maintain positive atmosphere.
Collaborated with teammates to create positive environment for customers.
Responded to customers through multi-level platforms including phone, chats, e-mails, and texts in order to support and rapidly resolve any issue, exceeded expectations, and delivered outstanding customer service.
Maintained a KPI of 8+ fulfilled and closed conversations per hour.
Collaborated and shared customer's insights and feedback to all areas of the business
Used technical skills to navigate multiple systems and platforms to troubleshoot and resolve customer's accounts.
Updated customers with their shipping and tracking information.
Placed new orders for customers as well as starting new subscriptions.
Upsold and added on a few items for new and current customers.
02/2020 to 07/2021
Front Office ManagerHillcrest Health Services – Council Bluffs, IA,
Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
Organized resources and staff necessary to handle requirements and maintain strong service levels.
Conducted transactions, confirming patient information and processing according to standard protocol.
Reviewed safety, health, and sanitation processes throughout areas and enforced rules to promote security and safety.
Maintained important files, running reports and delivering updates on occupancy and revenue.
Monitored office inventory to maintain supply levels.
Met budget targets and quality standards by proactively leading team members and monitoring operations.
Recruited, trained and developed administrative team to support corporate growth and objectives.
Orchestrated staff meetings to maintain open communication and quickly address concerns.
Conducted staff performance evaluations to monitor progress and individual skills.
Oversaw CRM updates and backups, report generation and troubleshooting requisition.
Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
Managed scheduling and payroll for team of 9 staff in busy 1 office.
Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
Demonstrated consistent operational excellence to maintain stellar office reputation.
Provided effective quality control oversight and eliminated downtime to maximize revenue.
Drove client retention and increased revenue by driving effective customer relationship management protocols.
Performed billing, collection and reporting functions for treatment services generating over $90K annually.
Verified insurance coverage and created a payment plan for patients.
Marketing and generating new leads to bring in more patients.
08/2018 to 02/2020
Rehabilitation TechnicianVitamin World – Coral Springs, FL,
Assisted post-surgery knee and hip replacement patients with outpatient tasks to expedite healing and gain full usage.
Triaged new therapy requests and prioritized and scheduled for optimum treatment and recovery.
Coordinated communication with interdisciplinary medical team on patient's behalf.
Demonstrated and explained to patients beneficial use of therapy equipment post-treatment for both in- and outpatient use.
Documented vital sign data, therapist schedules, patient files and other documentation.
Helped patients perform daily living activities as part of overall therapy plan.
Guided patients to achieve restored physical and occupational function with reduced discomfort and disability.
Treated injuries non-invasively via massage, heat, cold and exercise as authorized by physical or occupational therapist.
Processed billing documents and daily reports to support administrative procedures.
Assisted with gait training and supported patient safety in cases of total loss of balance.
Verified documentation compliance in accordance with established best practices.
Removed and replaced treatment room linens to maintain cleanliness and sanitation standards.
Applied hot and cold packs according to therapist directions.
Guided patients in passive ROM exercises and instructed movements to assist therapist.
Maintained and stocked equipment used in physical therapy and occupational therapy treatment areas.
Performed non-clinical functions and transported patients.
Monitored and assisted both occupational and physical therapists during treatments.
Communicated with patients to explain procedures and confirm comprehension of treatment plans.
Monitored treatment supply inventory and requisitioned low-stock items to prevent shortages.
Documented and filed patient health reports and charts.
Supported therapists with splinting, bracing and casting and provided care instructions to patients.
Answered phones, copied documents and updated schedule boards.
Insurance verification and requested authorization.
05/2014 to 07/2018
Assistant Store ManagerBare Escentuals Beauty – City, STATE,
Assisted in continuous development of effective store associates to achieve desired sales and results.
Recruited, interviewed and hired qualified employees to provide top-quality service.
Coached and developed store associates through formal and informal interactions.
Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
Oversaw aspects of maintenance, inventory and daily activity management.
Delegated assignments based on team strengths to optimize floor coverage and service levels.
Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
Handled scheduling for store shifts to achieve adequate staffing.
Checked monthly sales and performance reports to support operational planning and strategic decision-making.
Supervised cashiers in processing credit, debit, and cash payments to streamline sales.
Reviewed inventory and sales records to prepare reports for management and budget departments.
Oversaw storewide merchandising benchmarks to maintain operational excellence.
Answered customer questions and addressed problems and complaints in person and via phone.
Examined merchandise to correctly price and display products.
Trained staff on daily duties and supervised and provided feedback, resulting in improved performance and customer satisfaction.
Oversaw daily operations by delegating tasks, managing shift changes and conducting keyholder duties to open and close business.
Oversaw inventory receiving, stocking, pricing and returns by coordinating with vendors and directing employees.
Coordinated merchandising by planning floor layouts and displays, guiding resets and directing sales signage placement.
Scheduled staff to assign employee shifts according to departmental and business needs.
Created engaging merchandise presentations to motivate impulse purchases.
Boosted sales through attractive merchandise presentation, competitive pricing and adequate inventory.
Measured goal achievement by evaluating daily cash flow, reviewing sales reports and producing financial statements.
Analyzed inventory trends to guide product ordering and develop sales promotions to minimize overstock.
Education and Training
Expected in to to
: University of Illinois At Chicago - Chicago, IL GPA:
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