DAWNA M. FLORES
Los Angeles,CA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Personable and dedicated Customer Service Representative with extensive experience in the dental industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Esthetician
SKN by melina
Los Angeles, CA
06.2021 - 11.2023
- Performed waxing services on clients including eyebrows, lip, chin, and full face.
- Maintained cleanliness of treatment room and equipment between appointments.
- Set up patient rooms and sterilized equipment.
- Provided excellent customer service and skincare treatments to clients.
- Built positive client relationships and guided clients through treatments.
- Maintained rigorous standards of sanitation and sterilization as directed by law and spa's policies and procedures.
- Provided facial treatments such as cleansing, exfoliation, extractions, and massage.
- Meticulously maintained spa appearance and cleanliness.
- Demonstrated proper use of all products to ensure client satisfaction with results.
- Educated clients on skin care procedures and products.
- Designed customized facial and body treatments meeting individual client needs.
- Checked supplies inventory regularly to ensure adequate stock levels at all times.
- Greeted clients upon arrival to spa and provided information about services offered.
- Conducted consultations with new clients to assess skin type and discuss desired outcomes.
- Conducted private client consultations.
- Recommended home care regimen for desired results.
- Promoted skincare products to patients according to specific needs, boosting overall revenue.
Call Center Representative
clinica romero
Los Angeles, CA
05.2021 - 07.2022
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Offered resolutions to de-escalate calls and solve customer issues.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
Dental Hygienist
Washington Dental Service
Los Angeles, CA
02.2018 - 04.2020
- Studied new and advanced dental hygiene methods and technology by completing continuing education coursework.
- Customized prophylactic treatment to individual patients' needs.
- Collaborated with other healthcare professionals regarding patient care planning.
- Applied sealants and protective coatings to teeth to protect enamel and prevent cavities.
- Demonstrated use of dental instruments, including scalers, curettes, air polishers, and ultrasonic devices.
Dental Assistant
East la dental
Los Angeles, CA
07.2017 - 03.2019
- Provided chair-side assistance during dental procedures, including passing instruments to the dentist and holding suction devices.
- Sanitized equipment, cleaned treatment rooms and restocked supplies after each patient's treatment to maintain cleanliness and prepare for next patient.
- Took digital X-rays of teeth using radiographic equipment.
- Took bitewing, periapical, panoramic and occlusal X-rays and prepared for dentists to review.
- Performed administrative duties such as scheduling appointments, answering telephones and updating patient records.
- Laid out dental instruments and equipment before procedures.
- Provided support services such as stocking rooms with supplies, cleaning trays and changing linens between patients.
- Educated patients on treatment procedures and post-procedure home care.
- Prepared dental materials such as amalgam, composite resin, impression material and cements for use by the dentist.
- Educated patients on proper oral hygiene techniques and habits.
Education
Esthetician License - Skin Care
Neihule Academy of Beauty
Los Angeles, CA03-2021
Associate of Science - Business Communications
Pasadena City College
Pasadena, CA01-2018
High School Diploma -
James A. Garfield Senior High School
Los Angeles, CA06-2015
Skills
- Skin tightening techniques
- Laser hair removal expertise
- Social Media Marketing
- Consultative sales strategies
- Spa treatment services expert
- Patient Services
- Patient Relations
- Patient Counseling
- Clinical Support
- Instrument preparation
- Procedure Support
- Complaint resolution
- Inbound and Outbound Calling
- Scheduling
- Product Knowledge
- Data Collection
- Paperwork Processing
- Call Management
- Appointment Scheduling
- Report Generation
- Data Entry
- Filing
- Payment Processing
- Customer Education
- Promotional support
Languages
Spanish
Native/ Bilingual
Timeline
Esthetician
SKN by melina
06.2021 - 11.2023
Call Center Representative
clinica romero
05.2021 - 07.2022
Dental Hygienist
Washington Dental Service
02.2018 - 04.2020
Dental Assistant
East la dental
07.2017 - 03.2019
Esthetician License - Skin Care
Neihule Academy of Beauty
Associate of Science - Business Communications
Pasadena City College
High School Diploma -
James A. Garfield Senior High School
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