Customer Service Administrative Assistant
Resume:
Donna Hernandez
Administrative Assistant with strong customer service skills for both patients and clients. Mesa, AZ 85206
************@*****.***
Top-producing and dynamic administrative assistant with over 15 years of experience in executive and administrative support. A strong drive for team building, supervision, training, scheduling, billing, purchasing, customer service excellence, onboarding, payroll and patient resolutions. Detail oriented and quality control to maintain the company's database for document management. Increased the company's web -based presence while improving their online reviews.
Areas of Executive Support Administrative Coordination
Authorized to work in the US for any employer
Work Experience
Patient Liaison Manager
Reddy GI Associates - Mesa, AZ
November 2020 to February 2023
Answered calls, emails and voicemails from patients. Ensured their questions regarding lab and imaging orders, prescriptions, confirming or canceling appointments and procedures, records request, directions, hospitals pages for doctors, sending messages in Practice Fusion to providers with patient concerns. Documented the chart with reason for patients call and resolution or follow up needed.
Knowledge of medical insurances and requirements for Medicare and Medicaid. Processed medical referrals by pulling online faxes and uploading them to check if referral is needed. Medical insurance is verified to check if accepted and active. Created new and existing patient charts with demographics provided on referral. Called patients to schedule appointments. Primary care office contacted by phone or fax requesting a corrected referral if any required information was incorrect or missing.
Worked with an online servicing company to increase the office's internet presence and improve our reviews. Up by 149% in the first month and at 6 months from a 2-star to 4.4 star reviews. Processed payroll with ADP and approved time off requests. Revised the handbook to be current on office regulations and procedures.
Converted all paper forms into online forms and required the online forms be used by all employees. Maintained patient charts and ensured HIPA regulations were being followed by staff. Scheduled drug representatives for learning lunches with employees so they would have knowledge of the new and most current information of new medications and advancements.
Administrative Assistant
LASER COMPONENTS DETECTOR GROUP - Tempe, AZ
October 2018 to August 2020
Provide executive and administrative support for laser manufacturing corporation targeting military and medical key accounts. Set-up and coordinate new-hire interviews and conference rooms. Plan and coordinate employee special events including catering.
●• Manage incoming calls with professionalism dealing with engineering, quality assurance and supply test room personnel at all levels. Resolve vendors inquiries by retrieving records in Peachtree.
●Performed on boarding and out boarding as needed.
• Update Excel training schedules for hourly employees and create various documents such as sign in sheets.
• Establish new vendors, and scan purchasing documents and work orders for use with Peachtree. Scan supervisory reports for submittal to management.
Achievements
• Acted as Office Manager during absences conducting parts purchases and making payments. • Updated handbooks and coordinated professional binding services.
• Handled travel orders and travel voucher
• Monitored office supplies
Front Desk Agent
RAINTREE PET RESORT & MEDICAL CENTER - Scottsdale, AZ
2017 to 2018
Coordinated waiting room operations, performed pet check-in, established new accounts, and updated current medications and vaccines. Fed and cared for pets.
Achievements
• Received numerous letters of gratitude for superior customer service.
Front Desk Supervisor & Front Desk Agent
PHOENIX AIRPORT MARRIOTT - Phoenix, AZ
2016 to 2017
Supervised and trained 11 front desk clerks for three shifts. Conducted staffing, delegated tasks and communicated clearly to ensure accountability in compliance with corporate policies/procedures.
EXPERIENCE
Monitored employee in daily operations such as guest check-in, room service and supply/item stocking. Addressed customer concerns with professionalism in a timely manner.
Audited hotel documentation including work of clerks and reports.
Prepared detailed operational reports and updates for senior management. Tracked airport pick-ups, room availability and customer check-ins.
Utilized Magellan guest feedback system to manage customer satisfaction.
Achievements
Created training manuals to resolve recurring complex customer issues.
Reduced employee overtime through operational efficiencies.
Property Manager
GUINN PROPERTY MANAGEMENT - Mesa, AZ
2014 to 2016
Oversaw budgeting process for four properties and delegated tasks for four part-time leasing associates. Compiled and maintained rental payment records. Showed commercial properties, prepared leases and secured cash/debit/check payments. Updated property records regarding city codes.
Managed daily leasing operations that included supporting tenants, subcontractors and employees. Processed payroll for employees.
Showed commercial property and filed legal documentation with court as necessary.
Achievements
Maintained exceptionally high levels of customer/employee satisfaction and retention.
Front Desk Receptionist
DAYS INN - Mesa, AZ
2011 to 2014
Performed guest check-in, verified credit card information, reconciled cash drawer daily and balanced nightly audit reports. Managed incoming calls, booked reservations and responded timely to guest requests. Assigned rooms to housekeeping personnel.
KAIBAB ANIMAL HOSPITAL - Scottsdale, AZ
2007 to 2011
Proficient in Avimark database for use in scheduling appointments and surgeries for three doctors. Performed reconciliation of cash and credit card accounts. Managed medical records and facilitated transfers to specialists.
Customer Service Representative
AT&T - Mesa, AZ
2001 to 2007
Managed inbound customer calls operating a multi-line telephone system. Provided customer service and resolved billing inquiries while performing progressively responsible tasks. Reviewed customer accounts, processed customer credits, and prepared forms and documents. Provided recommendations regarding various plans.
Achievements
Received numerous individual and team awards for overall excellence.
Education
Diploma
Westwood High School - Mesa, AZ
Skills
• Expertise Teambuilding & Mentoring Account Mgt. & Scheduling Supervision/Staffing/Training Special Projects & Planning Budgeting/Billing/Payroll Customer/Vendor Relations Database Mgt. & Reporting Document/Records Mgt.
• Collaborate seamlessly with interdepartmental personnel to resolve issues and follow-up to ensure clear communications. Detail-oriented and thorough.
• Perform varied administrative projects including legal research for document/record management and archiving services.
• Coordinate and prioritize multiple tasks simultaneously, and readily anticipate issues for maximized efficiency and quality.
• Demonstrate high levels of professionalism, and apply sound decision-making, problem-solving and critical thinking skills.
• Proficient in SharePoint, Excel, Peachtree and PowerPoint. Perform data entry and ten-key with high degree of accuracy and efficiency.
• Accounting
• Event Planning
• Personal Assistant Experience
• Office Management
• Purchasing
• Document Management
• Accounts Receivable
• Microsoft Outlook
• Human Resources
• Interviewing
• Property Management
• Customer service
• Phone etiquette
• Computer skills
• Medical receptionist
• Front desk
• Administrative experience
• Office experience
• Medical scheduling
• Medical records
Assessments
Customer Focus & Orientation — Highly Proficient
September 2020
Responding to customer situations with sensitivity
Full results: Highly Proficient
Verbal Communication — Expert
September 2020
Speaking clearly, correctly, and concisely
Full results: Expert
Cashier Skills — Highly Proficient
September 2020
Counting cash, processing transactions, following written procedures, and attending to details Full results: Highly Proficient
Scheduling — Highly Proficient
September 2020
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Highly Proficient
Creating Presentations with Microsoft PowerPoint — Proficient September 2020
Knowledge of Microsoft PowerPoint tools and features
Full results: Proficient
Customer Focus & Orientation — Highly Proficient
September 2020
Responding to customer situations with sensitivity
Full results: Highly Proficient
Scheduling — Highly Proficient
September 2020
Cross-referencing agendas and itineraries to avoid scheduling conflicts
Full results: Highly Proficient
Basic Computer Skills: PC — Proficient
September 2020
Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.
Full results: Proficient
Customer Service Fit — Proficient
November 2020
Measures the traits that are important for success for customer service roles
Full results: Proficient
Administrative Assistant/Receptionist — Highly Proficient
November 2020
Using basic scheduling and organizational skills in an office setting
Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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