Aly Rowe
Phoenix,AZ
Summary
Dedicated Customer Service and Administrative professional with knowledge of service delivery and proven multitasking abilities. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices.
Overview
11
11
years of professional experience
Work History
Reservation Agent
L'Auberge De Sedona
Arizona
08.2025 - 01.2026
- Managed guest reservations using property management system to ensure accurate booking information.
- Assisted guests with inquiries and requests, providing exceptional customer service to enhance satisfaction.
- Coordinated room assignments and special requests to meet guest preferences and optimize occupancy rates.
- Processed cancellations and modifications efficiently, maintaining up-to-date records in the reservation database.
- Handled billing information over phone.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Front Desk Agent
The Matterhorn Inn
Arizona
02.2025 - 10.2025
- Welcomed guests and managed check-in/check-out processes efficiently.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Coordinated room assignments and maintained accurate reservation records in the property management system.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Answered multi-line phone system and enthusiastically greeted callers.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Customer Service Sales Representative
TruGreen Lawn Care
Arizona
01.2023 - 07.2024
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Promoted products and services effectively, contributing to increased sales and customer retention.
- Utilized CRM software to track customer interactions and manage follow-up communications efficiently.
- Assisted customers in selecting appropriate lawn care solutions based on individual needs and preferences.
- Maintained up-to-date knowledge of industry trends and competitor services to inform sales strategies.
- Analyzed customer feedback to identify trends and recommend improvements for service offerings.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs and preferences.
- Helped create repeat business through personalized interactions and an overall positive experience.
- Managed high call volume, ensuring timely response and effective resolution to customer concerns.
- Addressed and resolved billing inquiries, ensuring customer satisfaction with account management.
Patient Care Coordinator (Medical Assistant)
Petersen Physical Therapy
Arizona
08.2021 - 12.2022
- Greet all patient's and assist with check-in/out.
- Coordinated patient scheduling to optimize appointment flow and reduce wait times.
- Managed patient intake processes, ensuring accurate documentation and compliance with regulations.
- Answered multiple phone lines, maintained email load, and returned voicemail's within 24-hours.
- Facilitated communication between patients and therapy staff to enhance care experience.
- Developed and maintained electronic health records for efficient data retrieval and accuracy.
- Assisted in creating treatment plans by gathering patient history and relevant information.
- Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies
- Monitored inventory levels of medical supplies and equipment, placing orders when necessary to prevent shortages or delays in patient care provision.
- Maintained flow of front office in a very fast-paced environment.
Medical Assistant
Maricopa Unified School District
Arizona
07.2019 - 05.2021
- Obtained student's chief complaint and provided appropriate care needed.
- Administered immunizations and health screenings for students, ensuring compliance with state regulations. (Vision, hearing)
- Assisted in managing student medical records, maintaining confidentiality and accuracy of health information.
- Performed medical records management, including filing, organizing and scanning documents.
- Coordinated communication between parents, teachers, and healthcare providers regarding student health needs.
- Monitored inventory of medical supplies, optimizing resource management within the school clinic.
- Sanitized, restocked, and organized exam rooms and medical equipment.
Administrative Assistant /Front Desk Receptionist
Lucky Auto Repair & Towing
Arizona
12.2017 - 03.2019
- Greet and welcome all client's and gather information on needed services.
- Coordinated daily scheduling for service appointments, optimizing staff allocation and minimizing downtime.
- Managed client communications, ensuring timely responses and high levels of customer satisfaction.
- Developed and maintained organized filing systems, enhancing document retrieval efficiency.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Supported financial processes by preparing invoices and processing payments accurately and promptly.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
- Maintained inventory of office supplies and placed orders.
Call Center Representative
Alorica
Arizona
01.2016 - 11.2017
- Managed high-volume inbound calls, resolving customer inquiries efficiently.
- Utilized CRM software to document interactions and track customer issues.
- Implemented process improvements that enhanced call resolution rates.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Medical Assistant/Medical Scribe Assistant
The Pain Center of Arizona
Arizona
08.2014 - 11.2015
- Greet and room all patient's. Obtain chief complaint and vital signs.
- Administered patient intake procedures, ensuring accurate collection of medical histories and insurance information.
- Assisted healthcare providers with examinations, facilitating efficient patient care and treatment plans.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Coordinated scheduling for multiple physicians, optimizing appointment availability and reducing patient wait times.
- Managed medical records system, maintaining confidentiality and compliance with HIPAA regulations.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
Education
Certificate of Completion - Medical Assisting
Pima Medical Institute
Mesa, AZBusiness
Arizona State University
Tempe, AZHigh School Diploma -
Mountain Pointe High School
Phoenix, AZ05.2008
Skills
- Office administration
- Customer service
- Computer skills
- Data entry
- Microsoft software
- Customer and client relations
- Cash handling
- Telephone etiquette
- Appointment scheduling
- Front office management
- Attention to detail
- Time management
- Office organization
- File management
- Multi-line telephone systems
Timeline
Reservation Agent
L'Auberge De Sedona
08.2025 - 01.2026
Front Desk Agent
The Matterhorn Inn
02.2025 - 10.2025
Customer Service Sales Representative
TruGreen Lawn Care
01.2023 - 07.2024
Patient Care Coordinator (Medical Assistant)
Petersen Physical Therapy
08.2021 - 12.2022
Medical Assistant
Maricopa Unified School District
07.2019 - 05.2021
Administrative Assistant /Front Desk Receptionist
Lucky Auto Repair & Towing
12.2017 - 03.2019
Call Center Representative
Alorica
01.2016 - 11.2017
Medical Assistant/Medical Scribe Assistant
The Pain Center of Arizona
08.2014 - 11.2015
Certificate of Completion - Medical Assisting
Pima Medical Institute
Business
Arizona State University
High School Diploma -
Mountain Pointe High School