Manager Customer Service

Patty DeEsch

**** ********* ***** - ****** ******, FL 33544 – Cell: 813-***-**** *************@*****.***

Summary of Qualifications

Accomplished, achievement-driven, detailed and results oriented manager with exceptional leadership skills. Adept at managing cross functional teams in a fast paced environment. Leadership expertise culminating in managing 5 specialty stores located at Disney-MGM Studios.

Core Competencies

Detail Oriented Operational Efficiencies Relationship Building

Articulate Communicator Training Experience Time Management

Team Building Management Collaboration Effective at Multi-Tasking

Professional Experience

Newsom Eye/Tampa Surgery Center Tampa, FL 11/2011-2/2012

Manager – Front Office

Responsible for creating and implementing protocols to ensure high productivity and efficiency.

• Manage customer service representatives schedules and daily activities

• Train all new hires

• Facilitate doctors dictations

• Trouble shoot patient non-clinic issues

• Open and close office

• Written and implemented protocols

• Facilitate optical inventory in multiple locations

• Coordinate surgeries with the Tampa Surgery Center manager

• Work as a medical assistant at Tampa Surgery Center as needed

• Fill in for Tampa Surgery Center manager when they are out of the office

Newsom Eye/Tampa Surgery Center Tampa, FL 6/2010-11/2011

CSR/Optical Tech/Medical Assistant

Responsible for providing excellent patient care in a timely manner.

Customer Service Representative

• Intake of new patients in a timely and accurate manner

• Answering phones, gathering information, determining the best doctor for the patient to see, create the chart and prepare chart for visit with proper documents

• Schedule appointments in a manner that best utilizes the doctors time

Optical Tech

• Help patients in the selection of eyewear and lens choice as well as order contact lenses

• Take measurements for proper lens fit

• Upon delivery of job, verify lens accuracy

• Dispense frames and contact lenses

Medical Assistant

• Accurately provide both preoperative and postoperative care for patients in a caring and proficient manner

• Verification of patients medical history & surgery being performed that day

• Marking the patients so that the surgeon knows which is the operative eye

• Connecting patient to appropriate monitoring equipment and recording vital signs

• Assist nurses in the discharge of patients including giving post-op instructions

• Flushing eye after laser surgery and checking pressure with Tono pen

D4, LLC Tampa, FL 11/2009- 6/2010

Production/Quality Control – Part Time

Responsible for quality, integrity and timely product delivery.

• Implement quality control in a fast pace environment

• Achieve client deadlines in a timely and sufficient manner

• Help increase production by suggesting ways to improve procedures

Shapes Total Fitness Center Wesley Chapel, FL 4/2009-10/2009

Child Care Manager – Part Time

Responsible for day to day activities of the childcare center including managing a staff of 8 employees.

• Performed all functions needed to effectively open a new location

• Created and implemented new procedures for this facility which were then implemented at other locations

• Established procedures to ensure adherence to the high quality safety standards

• Created & implemented daily reports to track numbers and ages of children to improve scheduling and decrease costs

Disney-MGM Studios Lake Buena Vista, FL 3/1993-6/1997

Merchandise Manager

Responsible for day to day activities of five store locations including managing a staff of at least 50 employees.

• Certified Disney Trainer

• Oversaw opening and closing duties of various specialty stores

• Handling customer concerns and problems

• Verifying register tills and handling all cash issues

• Special training for merchandizing and display design

Dr. Joe Gackenbach Allentown, PA 6/1991-2/1993

Doctors Assistant/Patient Advocate

Responsible for the day to day activities within the office

• Scheduled patient appointments

• Assisted patients in selection and fit of eye glass wear

• Instructed patients in proper contact lens usage

• Processed insurance claims, including CPT Coding

• Verified RX prescriptions

Education

West Chester University, West Chester, PA

Associates Degree - Theatre Arts

Connecticut School of Broadcasting, Stamford, CT

Broadcasting Degree - Television and Radio

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