Administrative Assistant Customer Service

CUSTOMER SERVICE MANAGER / ADMINISTRATIVE ASSISTANT

Motivated, personable business professional with a 30-year track record of sales, service, and marketing. Talent for quickly mastering new skills. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive, confidential records. Demonstrated history of producing accurate, timely sales, inventory, and marketing reports to upper-level management. Flexible and versatile – able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills.

Customer Service Manager

Data Analysis

Market Knowledge

Microsoft Office Suite

Report Presentations

Business Development

Administrative Assistant

Medical Office Front Desk

Leadership / Team Building

EDUCATION

Grossmont College – El Cajon, California

Associates of Arts in Social and Behavioral Sciences with Honors GPA: 3.537/4

PROFESSIONAL EXPERIENCE

Veterans Administration San Diego Healthcare

AUDIOLOGY TECHNICIAN, January 2015 to January 2019

Inspected, cleaned, repaired and maintained hearing aids for patients in a very busy walk-in clinic.

Trained and oriented new and existing patients how to use their hearing aids and accessories.

Assisted Audiologist in various tasks to ensure a great patient experience.

Documented patient appointment encounters including assigning the ICD10 coding of services provided.

Managed inventory and ordered supplies to ensure clinic was properly stocked.

ADVANCED MEDICAL SUPPORT ASSISTANT / MEDICAL SUPPORT ASSISTANT, November 2013 to January 2015

Acted as a front office and call center continuous point of contact for a variety of administrative issues for patients and other departments

Provided clinical operational support by serving as a reference point for issues involving a variety of different disciplines for patients and their families.

Consult scheduling, calls (outbound and inbound), and the scheduling of appointments for patients according to established guidelines for a variety of specialty clinics.

Generated clinic availability and wait time reports to upper management to control workload and clinic fluctuations to guarantee proper staffing.

Palomar Pomerado Health

CERTIFIED NURSES ASSISTANT / NURSING UNIT SECRETARY, July 2011 to November 2013

High-quality patient care as an in-demand night shift CNA within surgical, acute-care, med-surg unit, observation, intermediate care, intensive and critical care units, pulmonary progressive, telemetry, rehabilitation, and home-healthcare settings.

Vital signs, 12 Lead Electrocardiogram reports. Preserved patient dignity and minimized discomfort while carrying out duties such as ADL’s, bedpan changes, diapering, emptying drainage bags and bathing

A variety of nursing unit secretary skills including chart maintenance, directed unit patient flow, ensured accurate communication between medical staff, maintained unit supplies, answered unit phones while directing callers and visitors to correct destination and answered patient call-lights.

AT&T

CALL CENTER MANAGER, June 1999 to March 2011

Performed attendance discussions, staff development, generation of inward revenue, and customer escalations, for a team of twenty-six Service Representatives in a busy call center environment while confirming team was in compliance with company policies and procedures.

Developed and trained a variety of new processes to ensure Service Representatives in the entire call center were qualifying and selling the DSL product properly.

Co-chaired Top Nine Issues Committee which took leadership from all the various departments and divisions responsible for provisioning a DSL order and worked through each issue to determine the cause and effect to develop a process to work-around the issue or create a mechanized fix of the problem.

Cross-trained the DSL Support Center in Oakland, San Ramon, and San Francisco on the DSL Webqual process.

Developed Discrepancy Team and established queue and processes so internal customers could quickly access information regarding DSL accounts and make necessary changes to avoid order failure and guarantee customer satisfaction.

Confirmed in-coming call queue was properly staffed to maintain acceptable percent of call answer rate.

Developed new processes and staff for Quality Improvement Team, a group of Service Representatives working as Scanners to fix or work customer escalations due to the high percentage of DSL order fallout.

CUSTOMER SERVICE REPRESENTATIVE, January 1999 to June 1999

Excellent customer service while handling customer requests, inquiries and complaints about their telephony service.

Ensured compliance with the tariffs, practices and policies of the company.

As part of the Executive Escalation Team responsibilities included acting a liaison between end-consumer and various departments within the company to ensure Federal Communication Commission, Better Business Bureau, and customer complaints received by the Executive Office were investigated and resolved in a timely manner.

Provided documentation and causation reports to upper level management to establish procedures to prevent similar types of complaints in the future.

REFERENCES AVAILABLE UPON REQUEST

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