Marlene Garcia

acviaf@r.postjobfree.com

CUSTOMER SERVICE/SALES/RECEPTIONIST PROFESSIONAL

***Fluent Bilingual English and Spanish speaker, writer and reader

Profile

More than 13 years’ successful experience in customer service and support with recognized strengths such as a very motivating team member, administration in account maintenance, problem-solving and trouble-shooting our lasers, sales staff support, and planning/implementing proactive procedures and protocol for Texas medical laws and systems to avoid problems in the first place.

Possess solid computer skills for the MindBody software.

Excellent working knowledge using both Microsoft Excel, WordPerfect, Microsoft Word, Microsoft Office, and Docuware.

Ability to train, motivate, and supervise customer service employees.

Always a team player, acknowledged as “Total Quality Customer Service Professional.” At every monthly meeting.

Develop monthly goal plans, contest to inspire happy selling. Conduct chart audits, protocol with RX for clients, filings, and maintained/updated accurate inventories every week.

Synopsis of Achievements

Increased customer retention by 19%, from 72% to 91%. Referrals, and existing clients.

Using professional knowledge and the advantage of taking to our Spanish speaking clients I managed to utilize persuasion/mediation skills. Having testimonials of own treatments. Before and after pictures.

Proactive planning led to notable increase in morale in all departments that being in sales, providers, services as well as appointment availability.

Created customer satisfaction reviews every week. Making my center the winner for exceeding the 8 required customer reviews, to 48 being the highest. Performed by myself, drastically reducing potential problems and capturing emails to send our clients our upcoming promotions. Also I made the first impression to our new clients, cheerful, and welcoming every time.

Employment

Sona Med Spa

2012 – 2014

Front Desk Coordinator /Customer Service Representative

Work with 3 sales consultants, 8 nurses-providers, Nurse Practioner, Medical Director, and 2 FOC’s responsible for more than 3,800 individual client accounts.

Support sales reps in selling new accounts and upgrading existing service.

Quickly and effectively solve customer challenges, and made sure that we made appointment availability fast and adequate for the new and existing or potential client.

Maintain quality protocol regarding Texas Medical Laws/satisfaction records, logs ( pretx questionnaire), constantly seeking new ways to improve customer service.

Answered phone calls fast followed by our professional script.

Chart Audits everyday as well as Updates thru email on goal accomplishments.

Responsible for Scheduling, Auditing, Faxing Prespriptions, Customer Lobby.

Cleaned the staff kitchen as well as setting the lobby with fresh cut lemons and pitchers of ice cold filtered water, coffee, Hot water for tea.

I am not required to sell. But I accomplished to be the top upselling FOC in the Houston Location. By selling no less than 7,000 a month. Putting my center at 100% of goal for the month of August. $7741.00 total amount sold by me.

Confirmed all Appointment one week in advance.

Mac Cosmetics Houston Galleria

2003-2014

Full time 2003-2012, part time 2012-2014 make-up artist and retail sale associate.

Make- Up Applications upon request

Sales quota

Stock

Event planner

Confirming daily appointments

Awarding one of the most requested artist in the galleria location

Voted the Most Inspiring Artist of the season 2005-2014

Administrated the new artist classes and face chart looks

Education

W.T Hall High School In Houston Texas- Diploma

2001

References Available Upon Request

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