Estefany Torres
Las Vegas,NV
Summary
Experienced Customer Service Representative with over 4 years of experience in fast-paced customer-oriented environments. Passionate about promoting lasting customer satisfaction by delivering quality service. Key strengths include, problem solving, goal-oriented, communicative skills and multitasking. Positive and upbeat with strong relationship-building abilities. Managed high-stress situations effectively, Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Receptionist/Customer Service Representative
The Ark Animal Clinic
11.2022 - Current
- Greeted clients entering the establishment with a friendly and professional demeanor at all times, along with determining the purpose of the visit
- Handling checking in clients in a fast-paced manner as well as rooming clients with pets to make sure clients information is as accurate as possible to assure their visit goes as effectively
- Answered incoming phone calls regarding a variety of questions and concerns individuals had about their pets
- Responsible for scheduling appointments, relayed messages for doctors and other staff, Confirmed appointments for the next business day and for Surgery’s
- Prepared charts, certificates and other paperwork necessary for appointments and surgery’s, in addition to managing inputting data into cornerstone and handwritten medical records
- Responsible for checking emails daily, scanning, auditing check in sheets and faxing information over to other Animal Hospitals or clinics regarding patient records and referrals
- Compassionately and calmly directed clients coming in with emergencies or euthanasia rooms
- Discharged clients, dispensing prescriptions & invoicing
- Maintain cleanliness of the lobby, Exam rooms including the front office area
- Closed the register at the end of my shift and collected my daily deposit to ensure there was no payment error's for that day.
- Collected payments such as cash, credit cards, insurances and processed transactions.
Kennel Assistant
Grand Montecito Animal Hospital
03.2022 - 11.2022
- Communicated with clients in a professional manner when checking in patients in order to obtain information regarding the care of their pets such as dieting food or any medication instructions
- Mixed and administered special food formulas to individual animals based on unique dietary needs as well as medications.
- Performed daily hygiene related duties such as nail trims, ear cleaning and grooming pets
- Followed consistent safety procedures, including maintaining visible pet identification and checking tags to minimize cage errors
- Charting patients that will be boarding as well as medications
- Managed challenging situations with distressed or aggressive animals using patience and appropriate restraint methods.
- Other duties include housekeeping/janitorial such as keeping kennels clean to prevent the spread of contagious diseases and promote animal well being, Additionally doing laundry, mopping, sweeping, as well as stocking supplies when needed
- Performed daily routine walks 4 to 5 times per shift with around 80 dogs a day to avoid any accidents as well as intake their daily exercise.
Call Center Representative
Intouch Medical Marketing
11.2019 - 03.2022
- Created agendas and facilitated team meetings twice a week to plan for upcoming weekly projects as well as discuss strategy and relevant supporting details
- Assisted over 1,530 senior patients weekly to coordinate health and wellness appointments such as their annual wellness exam, eye exam, colonoscopy exam and more
- Communicated medical information with senior Medicare patients and connected patients with a licensed benefits specialist to explain Medicare supplement options
- Collaborated with up to 10 team members to discuss objectives and complete biweekly assignments
- Managed more than 200 outbound calls daily as well as the ability to answer up to 50 inbound calls
- Trained over 30-35 new employees in customer service script recitation, conflict resolution, and data entry practices along with booking 10 appointments per day with a daily goal of 150 calls
- Input data in salesforce as well as in the calendar, such as date and time of patients appointment, updated any patient information such as address, emails etc
- Scheduled zoom meetings for primary physicians to get inpatient lists and translated Spanish scripts for new projects.
Student Office Assistant
Eldorado High School
08.2018 - 05.2019
- Performed front-desk operations such as greeting students and visitors
- Assisted office staff by collecting teachers attendance at the beginning of the day
- Performed errands as requested by school staff such as picking up paperwork from teachers or getting students from classrooms to report to the front office
- Assisted students and visitors with any questions they had regarding where a specific classroom or building was located as well as answered and transferred phone calls to appropriate staff members
- Distributed outgoing mail, including student notifications.
Education
Graduated with honors -
Eldorado High school
Associate of Science -
College of Southern Nevada
12.2023
Skills
- Bilingual – English and Spanish (Read, write and speak fluently)
- Proficient in Microsoft office (Word, Outlook, Access, PowerPoint, Excel, Otto and Cornerstone)
- Great communication, leadership and organization
- Ability to work well within a team
- Compassionate care
- Telephone skills
- Problem-Solving
Volunteer Experience
The Animal Foundation, 06/2019-11/2019, Assisted in caring for sheltered pets in order to ensure they were fed and walked daily, Committed to a minimum of 30 volunteer hours, Performed daily routine care for dogs which included walking about 15 dogs per week, Completed a training on the proper techniques to approach and care for multiple breeds, Informed and assisted individuals looking to foster and adopt pets as well as cleaned and prepped kennels for the day
Timeline
Receptionist/Customer Service Representative
The Ark Animal Clinic
11.2022 - Current
Kennel Assistant
Grand Montecito Animal Hospital
03.2022 - 11.2022
Call Center Representative
Intouch Medical Marketing
11.2019 - 03.2022
Student Office Assistant
Eldorado High School
08.2018 - 05.2019
Graduated with honors -
Eldorado High school
Associate of Science -
College of Southern Nevada