Multifaceted Administrative and Customer Experience Leader

LENA ODETALLAH

216-***-**** ️ *****************@*****.*** Rocky River, OH

Professional Summary

Dedicated and results-driven professional with experience in dental administration, customer service, and management. Proven ability to lead teams, support patients, and ensure smooth day-to-day operations in both medical and retail environments. Fluent in Arabic and skilled in communication, organization, and problem resolution. Seeking to contribute to a dynamic organization that values professionalism and growth.

Assistant Manager

Discount Wireless

Jun 2024 - Present

opening/closing the store

managing inventory (including counts and shipments)

scheduling shifts/ payroll

resolving complex customer issues

Dental Receptionist

Bizga Dental

Mar 2022 - May 2024

Managing checkins, scheduling, insurance verification.

Coordinated patient records, billing, and appointment confirmations to ensure smooth operations.

Supported clinical staff with administrative tasks while maintaining confidentiality of patient data.

Served as the first point of contact for patients, providing a professional and welcoming environment.

Manager

Siciley’s Pizza

May 2021 - Mar 2022

Oversaw daily operations including staff management, scheduling, and payroll.

Managed inventory levels and coordinated with vendors to maintain product availability.

Led recruitment efforts including hiring and performance management.

Executed local marketing initiatives through third-party delivery platforms (Grubhub, UberEats, DoorDash).

Conducted regular team meetings to improve performance and morale.

Consumer Support Specialist

PNC

Jun 2018 - Mar 2021

Supported clients with banking inquiries and financial options while adhering to compliance standards.

Navigated multiple internal systems to resolve customer issues efficiently.

Earned five Triple Threat Awards for excellence in performance metrics (AHT, UPI, AUX).

Recognized for maintaining an outstanding UPI average throughout 2019.

Participated in a quality assurance pilot program (K2Q) and received multiple 100% QA scores.

Team lead; orchestrated team huddles, assisted new hires and de-escalated customer phone calls.

Sales Associate

Dillards

Mar 2017 - Aug 2018

Delivered exceptional customer service while consistently exceeding monthly sales targets.

Managed transactions and maintained accurate cash handling records.

Supported promotional events and represented the Dillard’s brand with professionalism.

Assistant Manager

Convenient Food Mart Plus

Jan 2014 - Mar 2017

Supervised daily store operations and supported team members in meeting sales goals.

Processed cash and check transactions with accuracy and efficiency.

Ensured a clean and organized environment for customers and staff.

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