Daniela Martinez
Belleville,NJ
Summary
Driven by a results-focused approach, leveraged problem-solving and team leadership skills at Home Instead Senior Care to enhance client satisfaction and streamline operations. Skilled in multitasking and customer service, successfully resolving escalated complaints, boosting patronage opportunities and supervising a competent team to exceed service goals. Encouraging manager with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
21
21
years of professional experience
Work History
Service Manager
Home Instead Senior Care Home
Millburn, NJ
08.2022 - Current
- Resolved client complaints in professional and timely manner.
- Met with clients to discuss service needs and offer available solutions.
- Resolved escalated client/aide complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of 40 home health aides staff members to work with potential clients.
- Developed and maintained positive relationships with clients/aides to build rapport and trust.
- Coordinated schedules and assigned work schedules for clients and aides.
Front Desk Receptionist/Intake Coordinator
Dermatology Group
Paramus, NJ
06.2017 - 06.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process of up to 150 patients per day.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced team knowledge by sharing best practices in customer service and front desk operations during meetings.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
Office Manager/Precertification Specialist/
Dr. Allen Glushakow
Livingston, NJ
02.2004 - 10.2016
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow of 10 team members.
- Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Registered and verified patient records before triage with most up-to-date information.
- Scheduled, coordinated and confirmed appointments and meetings.
- Enhanced patient satisfaction with the pre-certification process through personalized support and guidance.
Education
GED -
Belleville High School
Belleville, NJ06.1999
Skills
Positive Attitude
Team Leadership
Multitasking and Organization
Problem-Solving
Customer Service
Reliable and Responsible
Goal-Oriented
Scheduling and Coordinating
Timeline
Service Manager
Home Instead Senior Care Home
08.2022 - Current
Front Desk Receptionist/Intake Coordinator
Dermatology Group
06.2017 - 06.2022
Office Manager/Precertification Specialist/
Dr. Allen Glushakow
02.2004 - 10.2016
GED -
Belleville High School