Bonnie Roach
Clayton ,NC
Summary
Experienced manager with a strong background in customer service, team leadership, and conflict resolution. Known for coaching staff, solving issues quickly, and keeping daily operations organized and on track.
Overview
24
24
years of professional experience
Work History
Manager
The Grocery Bag
Clayton , NC
01.2016 - Current
- Coached, mentored and trained team members in order to improve their job performance.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Handled customer issues using calm and clear communication to ensure satisfaction.
- Guided cashiers in delivering excellent customer service and handling transactions.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Supported staff scheduling, break coordination, and shift coverage.
- Monitored inventory levels and placed store supply orders.
- Prepared and processed invoices, payments and bank deposits.
- Facilitated communication between production staff, vendors, and clients.
Receptionist
Wake Rheumatology & Osteoporosis Consultants, PA
Raleigh, North Carolina
01.2015 - 01.2016
- Answered multi-line phone calls, directing callers to appropriate clinical staff to ensure timely assistance.
- Arranged patient appointments and supported schedule management.
- Collected copays and handled front desk payment transactions.
- Verified insurance details and updated patient demographic records in office systems.
- Maintained organized reception area to enhance patient privacy and create a welcoming environment.
- Provided courteous customer service to internal and external clients, fostering positive relationships and ensuring satisfaction.
- Sent referrals and medical messages between patients and providers.
Office Manager/Billing Manager
Carolina Express Care
Knightdale, North Carolina
01.2003 - 01.2015
- Maintained accuracy in financial reporting and billing compliance.
- Assisted with staff training, scheduling, and payroll processing.
- Supported day-to-day operations across multiple office locations.
- Helped resolve patient concerns with insurance companies.
- Answered patient questions and account issues with clear, professional communication.
- Backed the staff in delivering efficient, patient-focused service.
Education
High School Diploma -
Chartiers Valley High School
Bridgeville, PA06-1989
Skills
- Operational management
- Team leadership
- Customer support and resolution
- Communication skills
- Resolution of disputes
- Time organization strategies
- Etiquette in phone communication
- Time management and organization
Timeline
Manager
The Grocery Bag
01.2016 - Current
Receptionist
Wake Rheumatology & Osteoporosis Consultants, PA
01.2015 - 01.2016
Office Manager/Billing Manager
Carolina Express Care
01.2003 - 01.2015
High School Diploma -
Chartiers Valley High School