V I C K I A N A A

S A N T A N A

United Integrity Group, Quakertown, PA, Dec 2023 - Current

Appointment Setter

CVS Pharmacy, New York, NY, May 2016 - Aug 2020

Assistant Manager

PROFESSIONAL SUMMARY

Outgoing Appointment Setter with top-notch expertise in making outbound phone calls to prospective customers and scheduling appointments for sales associates. Exhibits professional and friendly phone personality. Persuasive, results-oriented and determined to achieve and surpass work-related goals.

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Experienced supervisor with the ability to train and motivate staff to meet challenging performance targets and consistently satisfy customers with high-quality service. Focused on keeping the department efficient and cost-effective.

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Motivated and friendly worker with a flexible schedule and willing to work weekends. Dependable and punctual with a clean driving record. Work collaboratively with team members and provide excellent customer service.

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Accomplished Scheduler highly knowledgeable about production processes, financial plans and logistical requirements. Expertly handles changing targets and constraints to continue meeting business objectives. Analytical in reviewing and incorporating customer demand data.

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WORK EXPERIENCE

Coordinated efficient schedules of appointments for [Number] professional staff.

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• Greeted and registered patients to facilitate productive office flow. Qualified customers' interest levels by building trust through conversation and using provided scripts.

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Employed advanced CRM tools and data analysis to identify ideal targets and optimize appointment-setting efforts.

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Worked with patients to reschedule appointments and meet individual needs.

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• Documented patient insurance information and built files in [Type] system.

• Canvassed targeted areas and set up [Number] appointments daily. Leveraged automated reminders and personalized communication to nurture leads and convert appointments into sales opportunities.

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Screened calls and took messages to keep professional staff free of basic questions.

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Supervised hourly and temporary personnel, provided work direction and reviewed work processes.

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Conducted performance reviews for direct reports and recommended improvement strategies.

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Worked with management team to react to customer service issues, customer complaints and business opportunities.

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Boosted company productivity and morale through consistent engagement with team members and management.

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Oversaw team productivity and results to attain revenue goals and performance targets.

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Quakertown, PA 18951

347-***-****

ad2ri3@r.postjobfree.com

CONTACT

SKILLS

• RESTOCK SHELVES

• GREET VISITORS

• MANAGE FILES

• ROUTE CORRESPONDENCE

ANSWER TELEPHONE

CALLS

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• MULTITASKING

• MOTIVATION

• PRIORITIZATION

• CREATIVE THINKING

• CUSTOMER RELATIONS

• ORGANIZATION

• COORDINATION

• COLLABORATION

• ANALYTICAL THINKING

• PUBLIC SPEAKING

• PLANNING

June 2016

High School Diploma

Herbert H Lehman High School, Bronx, NY

Spanish

Bilingual Or

Proficient (C2)

Coached associates to create strong team consistently delivering best-in-class customer experiences.

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Made key decisions about hiring, discipline, coaching and managing associates.

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Oversaw day-to-day operations and assisted in challenge resolution to reduce potential downtime.

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Improved employee skills and increased team value with new training opportunities and empowering leadership.

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EDUCATION

LANGUAGES

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