Quality Control Customer Service

480-***-**** · *******.**********@*****.***

Desiree Pontarelli

Versatile and service-driven professional with 10+ years of experience across healthcare administration, hospitality, and team leadership. Proven track record in managing front-of-house operations, optimizing workflows, and delivering exceptional customer experiences in both clinical and fast-paced bar/restaurant settings. Adept at leading teams, resolving conflicts, and navigating high-volume environments with poise and efficiency. Skilled in EPIC, scheduling, compliance, and cross-functional collaboration. PROFESSIONAL SUMMARY

Healthcare Administration: EPIC proficiency, patient scheduling, insurance verification, HIPAA compliance

Leadership & Management: Team supervision, training, workflow development, conflict resolution Customer Service: 10+ years of experience in high-volume bar/restaurant and clinical environments Operations & Efficiency: Process improvement, data management, inventory optimization, quality control Communication: Strong interpersonal skills, cross-departmental coordination, patient and client engagement

Technical Proficiency: Microsoft Office Suite, database systems, POS platforms KEY COMPETENCIES

Endeavor Health Immediate Care Addison, IL

Patient Access Representative

Coordinate patient care services including insurance verification, scheduling, and registration in EPIC. Promote digital engagement tools while ensuring high standards in a fast-paced clinical environment. Collaborate with administrative and clinical teams to streamline workflows and resolve issues efficiently. Reduce patient wait times through efficient data entry, documentation accuracy, and proactive problem- solving.

Oct. 2022 - Present

Loyola University Medical Center Maywood, IL

Lung Transplant Administrative Assistant

Managed patient scheduling and coordinated medical studies across transplant care teams. Maintained transplant database accuracy by implementing structured information tracking systems. Supported quality improvement initiatives and ensured timely delivery of patient educational materials. Ensured HIPAA-compliant documentation and optimized evaluation workflows to support patient outcomes.

June 2021 - Oct. 2022

PROFESSIONAL EXPERIENCE

Hopewell Brewing Company Chicago, IL

Taproom Manager

Led front-of-house team operations, implemented SOPs, and maintained high service standards. Utilized sales data to reduce inventory waste and enhance product allocation across locations. Strengthened customer relationships through multi-channel engagement and issue resolution. Designed operational procedures that boosted team efficiency and inventory management. Apr 2018 – June 2021

Moody Tongue Brewing Company Chicago, IL

Sales Manager

Built strategic partnerships with on/off-premise accounts, surpassing annual sales goals. Expanded taproom food menu with local vendors, boosting check averages. Trained distributor partners and represented the brand at events. Supported quality control, bottling, and production prior to sales role. Dec 2016 – April 2018

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