Customer Service Manager
Resume:
ANA PROVENZANO
Tolleson, Arizona 85353
********@*****.***
Objective
To obtain an employment where I can utilize my bilingual skills and strong customer service and problem solving abilities and make a difference in somebody’s life.
Career/Profile:
• Bilingual (fluent in Spanish; verbal and written).
• Career building Management skills.
• Comprehensive budget knowledge including preparation, monitoring and accountability.
• Extensive computer experience with Microsoft Word, Publisher and Excel.
• Experience in Marketing and Sales
• Experience in account payable, account receivable and collections.
• Experience in human resources, including personnel issues, payroll and office management.
• Very successful in making persuasive and convincing oral presentations.
• Self-motivated and goal-directed
• Proven ability to work under pressure and make sound decisions.
• Able to manage time in order to complete multiple projects and meet deadlines.
• Capable of interpreting and applying policies and procedures.
WORK EXPERIENCE:
Independent Interpreter/Translator:
• Interpreter for employer/employees regarding human resource issues.
• Interpreter for doctor/patient in all aspects pertaining to medical situations.
• General translation as needed from medical forms to employee handbooks.
Omnicare Pharmacy
6825 W Galveston St., Ste 3
Chandler, AZ 85226
03/2009 to 01/2012
• Pharmacy Tech
• C-II Audits
• Prescription refills
• Data Entry
Carestone Assisted Living in Tempe
1875 E Guadalupe Rd
Tempe, Arizona 85283
General Manager
10/2007 to 7/2008
• Managed day to day operations of a 65 unit assisted living community.
• Monitored all departmental facets of expense control.
• Directed and lead in the operation of the community agreement with the residence needs and government regulations.
• Increased occupancy while still meeting financial goals with established budget guidelines.
• Monitored all departments, communicated and interpreted policies and evaluated performances.
• Assisted and disciplined staff as necessary.
• Ensured the community is meeting environmental expectations.
• Ensured in the safety of the residents and their families.
• Ensured that employees have a high level of team spirit and comply with company policies.
• Monitored labor cost, food cost, accounts receivable, account payable and payroll.
Phoenicians Women’s Group
Alma School Road
Chandler, AZ
Back Office Medical Assistant
04/2007 To 09/2007
• Translate for the doctors with their Spanish speaking patients and assure the patients that their illness is being explained correctly.
• Facilitate patient intake process.
• Complete required pre physician exam.
• Take patients history and note any concerns that the doctor might need.
• Assisting the doctors in whatever their needs or want.
Drs Goodman & Partridge, OB/GYN
485 S Dobson #200
Chandler, AZ 85224
Office Manager
8/2006 to 3/2007
• Make sure patients are seen in a timely manner
• Act as a liaison between doctors and staff as well as with patients.
• Ensure timeliness of service.
• Facilitate patient and doctor needs for treatment regime.
Assisted Living Concepts
Cameron House
Resident Director
9/05 to 04/2006
• Interpret and translate for our Spanish speaking residents and their family
• Translate for resident regarding in-home services such as home health and therapy
• Managed day to day operations of an 50 unit Assisted Living
• Monitor all departmental facets of expense control.
• Direct and lead in the operation of the community agreement with the residence needs and government regulations.
• Ensure in the safety of the residents and their families.
Emeritus Corporation
Arbor at Olive Grove
Executive Director
3/04 to 5/05
• Managed day to day operations of an 82 unit Assisted Living and a 12 unit Alzheimer/Memory Care unit with an approximate annual revenue of 2.5 million.
• Occupancy gains were achieved from 85% to 100%.
• Improved state survey from 6 deficiencies in 2004 to 2 deficiencies in 2005.
• Familiar with all 3 ALTCS providers including billing and survey requirements.
• Managed overtime to a community low.
• Translated and interpreted for families, residents as well as community based agencies including home health, and therapy services.
Charlton Place, Tacoma, WA
Managed by Emeritus
Executive Director
6/03 to 3/04
• Managed day to day operations of a 96 unit assisted living community with a total annual revenue of approximately 2 million.
• Monitored all departmental facets of expense control.
• Directed and lead in the operation of the community agreement with the residence needs and government regulations.
• Increased occupancy while still meeting financial goals with established budget guidelines.
• Monitored all departments, communicated and interpreted policies and evaluated performances.
• Assisted and disciplined staff as necessary.
• Ensured the community is meeting environmental expectations.
• Ensured in the safety of the residents and their families.
• Ensured that employees have a high level of team spirit and comply with company policies.
• Monitored labor cost, food cost, accounts receivable, account payable and payroll.
• Served individuals with minimal needs to individuals requiring 2 person assist.
• Census gain from 78% to 89% during my leadership.
Northshore House Assisted Living, Kenmore, WA
Business Office Director
5/02 to 5/03
• Coordinated and managed office functions and acted in place of Executive Director when the Executive Director was out of the community.
• Responsibilities included Accounts Receivable; accepted resident’s payments, ensuring accurate and timely entries onto their accounts.
• Posted journal and balance cash logs.
• Accounts Payable: received and ensured accuracy of invoices and goods purchased. Entering invoices into the computer in a timely manner.
• Payroll: processed employee information, compute and entered into reporting software.
• Resident Information: collected, computed and entered all information.
• Entered rate changes and verified accuracy of accounts.
• Petty cash maintenance, collections and support of monthly accounting close.
• Marketed the community to assist with achieving 100% Private Pay occupancy
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