DENISE REYES

• Implement quality control measures, analyze performance metrics, and provide data-driven coaching to enhance team effectiveness and patient satisfaction.
• Evaluated 8-12 interactions to identify areas for improvement and implement targeted training strategies.
• Support call center operations by efficiently managing queue clearance, demonstrating adaptability and cross-functional teamwork skills.
• Provide personalized coaching and continuous support to agents, fostering skill development and boosting confidence in handling diverse customer inquiries.
• Consistently volunteer for after-work initiatives, showcasing dedication and commitment to organizational success beyond regular duties.
• Provided coaching and mentoring to employees.
• Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
• Assured timely verification of insurance benefits prior to patient procedures or appointments.
• Worked with Excel, Word, and Outlook.

• Resolved customer complaints in a timely manner to ensure patient satisfaction
• Answered incoming / outgoing calls and provided highest level of professionalism and knowledgeable service to every patient
• Utilized knowledge base to answer inquiries from patients quickly and effectively
• Scheduled patients for appointments using our care cloud/ focus program
• Experienced in healthcare compliance and familiar with HIPAA regulations
• Maintained an excellent quality assurance call score of 100% and above.
• Managed a high call volume of incoming / outbound calls while providing exceptional customer support and maintaining professional composure.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
• Assured timely verification of insurance benefits prior to patient procedures or appointments.
• Worked with Excel, Word, and Outlook.

• Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
• Assured timely verification of insurance benefits prior to patient procedures or appointments.

• Answered incoming / outgoing calls and provided highest level of professionalism and knowledgeable service to every patient.

• Utilized knowledge base to answer inquiries from patients quickly and effectively.

• Scheduled patients for appointments using our care cloud/ focus program.

• Experienced in healthcare compliance and familiar with HIPAA regulations.

• Maintained an excellent quality assurance call score of 100% and above.

• Worked with Excel, Word, and Outlook.

• Working as a receptionist, answering 50-100 calls a day
• Scheduling / canceling Appointments, Took Appointment requests for new Patients
• Looking up health insurance information for patients
• Maintained a clean work environment
• Assisted Psychologist with anything they may need
• From filing, faxing etc
• And reaching out to patients regarding appointments and following up
• Worked with Excel, Word, and Outlook
• Kept a professional outlook with difficult Patients
• Checked In patients for their appointments and collected copay

• Working as a receptionist, greeting, and meeting all expectations and needs of all our club members
• Made and confirmed reservations for our guests and members
• Worked with computers and filing and printing documentations involving club events etc
• Answered and managed incoming and outgoing calls while recording accurate messages
• Greeted numerous visitors, including VIPs, vendors, and interview candidates
• Maintained a clean reception area, including lounge and associated areas
• Ordered and distributed office supplies while adhering to a fixed office budget
• Answered and quickly redirected up to more than 100 calls per day

• Sales and Catering
• Booked Private Events for Members/ Guests such as private meetings, Receptions, Lunch and Dinner Events
• Closed checks
• Collected Payments and Deposits
• Did Administrative Work such as creating invoices for the clients and filing
• Negotiated contracts with vendors, securing the best possible prices for clients without compromising quality or service levels.
• Coordinated seamless events by overseeing all aspects of setup, execution, and breakdown.
• Delivered successful private events by collaborating closely with clients to understand their vision and requirements.

• Very fast paced environment
• Very attentive to guests and club members
• Very friendly to all guests and club members
• Going above and beyond to exceed all club members needs
• Very determined to do everything possible to finish my job
• Served as a banquet server
• Served as a Ala Carte server
• Closed Banquet checks and Ala Carte checks
• Managed multiple tasks simultaneously while maintaining composure under pressure in fast-paced banquet environments.
• Served appetizers, delivered entrees, and refilled beverages for banquet guests.
• Set up banquet tables and chairs based on event requirements.
• Adhered to all health and safety regulations while serving food and beverages.
• Assisted in setting up the event space, ensuring proper table arrangements and placement of utensils for seamless guest experience.
• Provided friendly, courteous service to create memorable moments for guests.
• Worked with banquet manager to coordinate event set up and schedule.
• Arranged linens and table settings according to seating plan and event theme.
• Ensured timely food delivery by effectively communicating with kitchen staff and coordinating efforts.
• Received praise from management for consistently exhibiting a positive attitude towards work responsibilities despite long shifts or demanding schedules often associated with the industry.