Customer Service Quality Assurance

Profile

Objective: Highly effective in multi-tasking, and team collaboration. Excellent Communications Complex Problem Solver, Self-Starter, Account Reconciliation, Monthly Financial Reporting, AP Full Cycle, Analytical Skills, Quality Assurance, Increase Team Morale, and Customer Service Skills. Prepared to meet and surpass the mission, and business goals of a growth-oriented organization.

Proficiencies: MS SharePoint, Adobe Photoshop, Radial (Vendor Net), SPS Commerce (EDI), Oracle NetSuite, Oracle (REIM), Oracle (RMS), Peoplesoft, MS Office Suite, Denticon, Oryx Dental, Dentrix, CureMint, Benco

Professional Highlights

August 2023 – April 2024 Academy Sports & Outdoors (Primary Services) Katy, TX

Accounts Payable Specialist

Responsibilities:

Reconciled vendors monthly statements for outstanding invoices, schedule for payment, paid, etc.

Directive vendor relationships

Escalated invoices to the appropriate departments for resolution

3-way matched in REIM

Carried on weekly variance report to verify if any outstanding PO’s needs to be match

Research Pos in RMS for Drop Ship invoices and operator unit numbers for UMR report

Research SPS Commerce site to verify if invoices were received successfully or was an error when the vendor upload their invoices

Directive payments, pull reports (open, AP History, etc.) in PeopleSoft

Carried on Debit Memo (DMQ) to the Distributing Center (DC) if a vendor is disputed shortage on their (BOL) Bill of Lading

Handled weekly UMR report for any write-offs past 121-150 days (about 5 months)

Pulled invoices such as DMQ, DMC, and Manifest receipts from Perceptive Content site to provide hard copy to the DC for further research on invoices

November 2020 – August 2023 Waterside Dental Care (Dental One Partners) Richmond, TX

Front Desk Administrator

Responsibilities:

Intake incoming/outbound calls, record-keeping and scheduling appointments

Processed patient and insurance company payments, posting transactions and reconciling accounts to ensure financial accuracy.

Supplies information to patients and employees by answering questions and requests off/on the phone

Answering phone calls with a positive attitude listening to patient's needs

Meeting my goal of patients leaving with an excellent experience

Meeting and surpassing customers' expectations by letting them know how important they are, addressing billing inquiries and resolving disputes in a professional manner.

Checked emails by thanking customers, sending reminders/dental specials, and solving customers problems to my best ability

Maintained accurate and organized financial records, adhering to HIPAA and other regulatory standards

Coordinated with insurance companies to verify coverage and resolve billing discrepancies.

December 2018 – July 2020 Lifetime Dental Houston, TX

Dental Assistant and Front Desk Administrator

Responsibilities:

Intake incoming/outbound calls, record-keeping and scheduling appointments

Processed patient and insurance company payments, posting transactions and reconciling accounts to ensure financial accuracy.

Supplies information to patients and employees by answering questions and requests off/on the phone

Answering phone calls with a positive attitude listening to patient's needs

Meeting my goal of patients leaving with an excellent experience

Meeting and surpassing customers' expectations by letting them know how important they are, addressing billing inquiries and resolving disputes in a professional manner.

Checked emails by thanking customers, sending reminders/dental specials, and solving customers problems to my best ability

Maintained accurate and organized financial records, adhering to HIPAA and other regulatory standards

Coordinated with insurance companies to verify coverage and resolve billing discrepancies.

August 2017 to August 2018 – Royal Oaks Smiles Dental Group Houston, TX

Dental Assistant/Front Desk Administrator

Responsibilities:

Prepares patients for dental treatment by welcoming, comforting, seating, and draping patients

Performing X-rays, record-keeping and scheduling appointments

Set up treatment room for patient by following prescribed procedures and protocols.

Supplies information to patients and employees by answering questions and requests off/on the phone

Answering phone calls with a positive attitude listening to patient's needs

Meeting my goal of patients leaving with an excellent experience

Meeting and surpassing customers' expectations by letting them know how important they are

Checked emails by thanking customers, sending reminders/dental specials, and solving customers problems to my best ability

February 2016 to February 2017 – Agaci Katy, TX

Sales Floor Manager

Responsibilities:

Set-up new accounts and invoices for payment

Processed/review check refunds, credit card disputes and duplicate charges

Receive, sort, and process correspondences with vendors inquiries via email or mail

Maintain track and audit HCTRA’s EZ TAG inventory

Submitted HEAT tickets to release hung payments and duplicate transaction

Prepared analysis of accounts, bank reconciliations and deposits at the end of the day

Reset customer/vendors online account username/password

Prepared standard and AD hoc reports to leadership

November 2015 to January 2016 Call it Spring (Seasonal) Houston, TX

Sales Associate

Responsibilities:

Prove and reinforce Potbelly's Behaviors and Values- Integrity, Food Loving, Teamwork, Accountability, and Positive Energy

Comply with health and safety standards for food, cleanliness and safety of shop. Follow established food safety requirements and practices. Demonstrate efficiency and accuracy in fulfilling orders

Restock food line, chips and coolers

Worked multiple stations, effectively handling customer complaints/ issues

February 2014 to May 2015 Potbelly Sandwich Shop Katy, TX

Sales Associate

Responsibilities:

Prove and reinforce Potbelly's Behaviors and Values- Integrity, Food Loving, Teamwork, Accountability, and Positive Energy

Comply with health and safety standards for food, cleanliness and safety of shop. Follow established food safety requirements and practices. Demonstrate efficiency and accuracy in fulfilling orders

Restock food line, chips and coolers

Worked multiple stations, effectively handling customer complaints/ issues

April 2013 to March 2014 Top Golf of West Houston Houston, TX

Concierge

Responsibilities:

Met with customers to set the tone by creating a welcoming environment, ensured guests can have a vast experience

Delivered guests clubs and other items to their bay

Processed payments

Handled all customer interactions to include a high standard of efficiency, accuracy, and consistency

Education

Mayde Creek HS Houston, TX

LoneStar, Houston, TX

Pima Medical Institute – Houston, Houston, TX

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