Customer Service Quality Assurance

Michele DeAngelis

** ******* ***, **. *********, NJ 973-***-**** *********@*****.***

OBJECTIVE

I am searching for an Administrative role in an office atmosphere, where verbal abilities

and customer service skills will be an asset. My exceptional skill set along with my 16years

of experience in exceeding a client’s expectation. I am striving to be a part of a team that

is a global leader in customer satisfaction and customer growth

SUMMARY

Professional with a wide range of knowledge and experience in customer satisfaction.

Works well with colleagues, clients and senior management.Client care, retention and

satisfaction is a passion.

EXPERIENCE

Hand And Stone, Chatham

May 2014 Current

Massage Therapist

Performs varied massage modalities based on client’s preference

Maintained a repeat client roster on a monthly and sometimes weekly basis

Suggested clients to come back in order to receive maximum benefits from massage

Massage Therapist, Maximum Health and Wellness

January 2014 May 2014

Performed Massage Therapy for various types of ailments in a clinical, Chiropractic setting

Listened and took direction from Chiropractor to help patients improve physically

Maintained notes on each patient and planned out a specific “wellness” program for each

client based on their individual needs

Massage Therapist, Massage Envy

January 2009 November 2013

Accomplishments and Duties

• Performed excellent, diversified massage work on clients

• Increased revenues by maintaining an outstanding sales retention record

• Assess each client’s need, and individualize a personal plan for them

• Updated knowledge by participating in Continuing Education classes

• Skilled in accomplishing organizational goals and objectives for client satisfaction

• Maintained detailed and confidential noted on all client visits

Human Services Specialist 1, Morris County Office of Social Services

August 2005 April 2011

Interviewed clients in need of financial assistance through statewide Medicaid

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program

Reviewed and processed applications for eligibility

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Approved qualified applicants for state and federal benefits

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Reviewed cases for ongoing eligibility

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Interacted with state government, attorneys and care facilities to assist applicants

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Complied with state regulations by studying new policy

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Enhanced department by accepting ownership of new requests

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Shortened turnaround time on applications by assisting others with their duties,

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when able

Maintained client privacy and practiced HIPAA compliance

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Senior Clerk, Morris County Office of Social Services

• Assisted Supervisor by implementing productivity reports for case managers

• Implemented ideas with supervisor on ways to increase turnaround time and

quality assurance for Caseworkers reports

• Answered phones, screened phone calls, booked appointments for case workers

• Maintained and processed vouchers for office supplies/Par stock

• Managed Outlook calendars

• Assisted Supervisore in forecasting and prioritizing case loads that were overdue

using Excel spreadsheet

• Planned office Christmas Parties and other special occcasions

Front Desk, the Madison Hotel

August 1997 November 2005

Checked in and out more than 100 guests daily in a timely manner

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Reduced average wait time to less than five minutes

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Handled guest complaints and tirelessly work to satisfy their needs

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Coordinated with all departments to ensure guest safety and satisfaction

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Set up group conferences for local companies

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Recommended area attractions to out of town guests and set up billing accounts

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through hotel computer system for large groups/conventions

Made hotel and restaurant reservations for guests

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Answered phones

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Sent faxes/bulk copying for conference guests

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EDUCATION

The Berdan Institute, Wayne, NJ

Certified Massage Therapist Deans List

Johnson & Wales University, Providence, RI

Bachelor of Science, Hospitality Management

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