Betelehem Kassa
Alexandria,USA
Summary
Accomplished Client Service Representative at Nordstrom with expertise in Microsoft Office Suite and a proven track record of enhancing customer loyalty. Developed a comprehensive POS training program, showcasing leadership and communication skills. Adept at managing transactions and resolving issues, contributing to a 20% increase in customer satisfaction.
Overview
19
19
years of professional experience
Work History
Client Service Representative
Nordstrom
Arlington, USA
09.2019 - Current
- Delivered high-level service by greeting customers, answering questions, and resolving issues to enhance customer satisfaction.
- Processed transactions, managed online order pickups, handled returns, and assisted with gift wrapping to streamline customer experience.
- Built and maintained client relationships, fostering customer loyalty and driving sales growth.
- Developed a structured, multi-day POS training program that transitioned new hires from basic competency to full floor readiness.
Seasonal Assistant Manager
Nordstrom
Arlington, USA
10.2021 - 01.2022
- Trained and onboarded new team members in gift-wrapping techniques and presentation standards, improving team competency and service quality.
- Managed special requests and maintained a professional environment, achieving high customer satisfaction at the wrapping station.
- Organized workstations with supplies (tools, ribbons, paper) and developed staff schedules to ensure coverage during peak and holiday periods, enhancing service efficiency.
Sales Associates
Bloomingdale’s
Mclean, USA
10.2017 - 01.2019
- Created positive, engaging shopping experiences for diverse customers, enhancing satisfaction and encouraging repeat business.
- Applied knowledge of sales initiatives, promotional campaigns, and company policies to assist customers and achieve sales goals.
- Provided exceptional customer service in a high-end retail environment.
- Assisted customers with product selection and personalized recommendations.
- Maintained merchandise presentation to ensure an inviting shopping experience.
Schedule Registration Representative 2
Inova Medical Group
Arlington, USA
06.2017 - 10.2017
- Welcomed patients, verified identity, and accurately entered or updated demographic, financial, and insurance information.
- Verified insurance eligibility, obtained necessary pre-authorizations, and collected co-pays, deductibles, and other patient payments.
- Scheduled, confirmed, canceled, and rescheduled appointments while coordinating with clinical staff to maintain efficient patient flow.
Patient Care Associate – (Via Metropolitan Healthcare Services)
Inova Fairfax Hospital
Falls Church, USA
04.2017 - 06.2017
- Provided continuous, one-on-one supervision to high-risk patients, ensuring their safety, comfort, and well-being.
- Monitored patients for falls, self-harm, or confusion, and promptly reported any changes in condition or behavior to nursing staff.
Sales Associates (Seasonal)
Bloomingdale’s
Mclean, USA
10.2015 - 01.2016
- Delivered positive and engaging shopping experiences to a diverse customer base, contributing to customer satisfaction and repeat business.
- Demonstrated comprehensive knowledge of sales initiatives, promotional campaigns, and company policies to effectively assist customers and drive results.
Field Specimen Processor (Via Temp Agency – DRUGSCAN, Inc)
Neurological Center of Northern Virginia
Woodbridge, USA
07.2015 - 08.2015
- Verified patient identity by checking armbands before taking samples to prevent identification errors.
- Collected urine and oral specimens for toxicology testing, medication monitoring, and drug detection purposes.
- Properly packaged and prepared all samples for shipment to designated testing facilities.
Supply Chain Analyst - (Via Temp Agency)
Inova Fairfax Hospital
Falls Church, USA
02.2013 - 12.2014
- Updated contract database and pricing analysis to enhance decision-making for contract administrators.
- Resolved pricing discrepancies in purchasing and accounts payable processes.
- Maintained data integrity across MMIS/ERP files and system interfaces, including contracting and inventory systems.
Schedule Registration Representative 1 (Via Temp Agency)
Inova Fair Oaks Hospital
Fair Oaks, USA
11.2012 - 02.2013
- Coordinated scheduled surgeries in accordance with established guidelines, considering factors such as procedure durations and operating room availability.
- Accurately collected and maintained patient demographic, financial, co-payment, and medical information with attention to detail.
Administrative Specialist (Via Temp Agency)
Inova Fairfax Hospital
Falls Church, USA
07.2012 - 09.2012
- Maintained and updated employee records, retrieved files for scheduled appointments, and ensured timely filing of all incoming data.
- Established records for new hires, created computer indexes, prepared file labels (Netlabels.com), tracked filing statistics, and conducted audits to ensure accuracy.
- Coded daily clinic visits for immunizations, vaccinations, PPD readings, respiratory fit testing, and other employee health assessments.
- Processed requests for release of information and documents for billing or legal purposes, transmitting and receiving records securely via facsimile.
- Employee Health and Safety
Medical Record Assistant (Via Temp Agency)
Inova Pediatric Specialty Center I
Fairfax, USA
06.2012 - 07.2012
- Assisted with medical information releases and handled information requests per guidelines.
- Retrieved patient records for 15 physicians.
Sales Associate (Seasonal)
American Girl
McLean, USA
11.2011 - 02.2012
- Delivered prompt, efficient service to ensure an outstanding customer experience at American Girl.
- Offered sales support and delivered detailed product information; handling transactions quickly and precisely; responding to customer questions and offering suitable guidance; helping solve customer problems; and promptly informing management about merchandise or service requirements.
Exit Desk Receptionist
Alexandria Associate in Dermatology
Alexandria, USA
06.2007 - 02.2010
- Greeted patients, answered multi-line phones, and provided accurate information and assistance.
- Managed, scheduled, and confirmed patient appointments to minimize wait times and optimize office flow.
- Registered new patients, updated demographic information, and verified insurance eligibility.
- Collected co-pays and outstanding balances, accurately posting payments in the system.
- Scanned and maintained patient records, ensured office organization and cleanliness, and managed supply orders.
- Adhered strictly to HIPAA regulations to maintain patient confidentiality and data security.
Education
CPI - Nonviolent Crisis Prevention & Intervention Training -
Metropolitan Healthcare Services
Fairfax, VA12-2017
CPR -
Metropolitan Healthcare Services
Fairfax, VA12-2017
Bachelor of Science - Health Care Management
Westwood College
Arlington, VA05-2014
Skills
- Microsoft Office Suite
- Stix occupational health
- Sage medical software
- Premier database management
- Medisoft proficiency
- Gece medical software expertise
- Inova EpicCare knowledge
- Data entry skills
- Typing speed of 60 WPM
Timeline
Seasonal Assistant Manager
Nordstrom
10.2021 - 01.2022
Client Service Representative
Nordstrom
09.2019 - Current
Sales Associates
Bloomingdale’s
10.2017 - 01.2019
Schedule Registration Representative 2
Inova Medical Group
06.2017 - 10.2017
Patient Care Associate – (Via Metropolitan Healthcare Services)
Inova Fairfax Hospital
04.2017 - 06.2017
Sales Associates (Seasonal)
Bloomingdale’s
10.2015 - 01.2016
Field Specimen Processor (Via Temp Agency – DRUGSCAN, Inc)
Neurological Center of Northern Virginia
07.2015 - 08.2015
Supply Chain Analyst - (Via Temp Agency)
Inova Fairfax Hospital
02.2013 - 12.2014
Schedule Registration Representative 1 (Via Temp Agency)
Inova Fair Oaks Hospital
11.2012 - 02.2013
Administrative Specialist (Via Temp Agency)
Inova Fairfax Hospital
07.2012 - 09.2012
Medical Record Assistant (Via Temp Agency)
Inova Pediatric Specialty Center I
06.2012 - 07.2012
Sales Associate (Seasonal)
American Girl
11.2011 - 02.2012
Exit Desk Receptionist
Alexandria Associate in Dermatology
06.2007 - 02.2010
CPI - Nonviolent Crisis Prevention & Intervention Training -
Metropolitan Healthcare Services
CPR -
Metropolitan Healthcare Services
Bachelor of Science - Health Care Management
Westwood College