Faith Cheptumo
Rockville,MD
Summary
Versatile team player ready to take on any required task and adapt to changing conditions with a resourceful and hardworking mindset, team building, and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring, and morale-building techniques to maximize engagement and performance.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Dental Office Manager
Stephen A. Friedman DDS
Silver Spring, MD
10.2022 - Current
- Manage all front desk operations, including phone calls and customer service inquiries.
- Coordinate execution and improvement of daily dental office practices.
- Respond to patient queries and concerns to resolve issues per policies and procedures, healthcare regulations and dental board standards.
- Coordinate execution and improvement of daily dental office practices.
- Collaborate with Dentists, dental assistants and dental hygienists to provide quality care to patients.
- Assign work and monitor the performance of each member of the team
- Hire, train and monitor new office employees and take corrective action when necessary
- Provided guidance to staff on insurance coverage and payment options for patients
- Resolve patient inquiries and complaints
- Interview prospective employees and provided input to HR on hiring decisions
- Oversee ordering process from vendors to ensure that supplies are delivered on time
- Create reports detailing daily production, collection and goals for the office
- Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.
Dental Assistant/ Co-ordinator
Affordable Dentures & Implants
Gaithersburg, MD
01.2022 - 10.2022
- Greeted patients upon arrival at the office and escorted them to an examination room.
- Built loyal patient following and retained return patients by providing empathetic and caring service.
- Responded promptly to requests from other staff members or dentists while maintaining a professional demeanor.
- Educated patients on treatment procedures and post-procedure home care.
- Performed administrative duties such as scheduling appointments, answering telephones and updating patient records.
- Kept track of treatment information in patient records.
- Helped maintain inventory levels of all dental supplies used in day-to-day operations.
- Took patient blood pressure, pulse and temperature and accurately recorded results in patient charts.
- Provided chair-side assistance during dental examinations and procedures to boost efficiency and calm nervous patients.
- Selected and prepared tools used for procedures by sanitizing and arranging.
- Explained dental services and payment plans to help patients make informed decisions.
- Gathered and reviewed patient records, data and health history to share with dentists for quick and accurate patient assessments, diagnoses and treatment.
- Going over post-operation instructions
- Checking out patients and scheduling follow-ups.
- Prepared bills and completed insurance forms using system software.
- Reviewed patient charts prior to visits to ensure that all relevant information was available for the doctor's review.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Modified existing software systems to enhance performance and add new features.
Sales Counselor
MERIDIAN SENIOR LIVING
Washington, DC
07.2019 - 12.2021
- Encouraged positive promotion of community to friends, acquaintances, and family to increase sales
- Used excellent verbal skills to engage clients in conversation and effectively determine needs and requirements
- Assisted clients and their families in understanding the various levels of care available in senior living communities
- Conducted product demonstrations to customers and answered their questions
- Utilized CRM software to track sales leads from initial contact through closing deals
- Identified client needs to deliver relevant solutions and meet target budgets
- Collaborated with facility staff to ensure client satisfaction with service delivery
- Assessed the needs of individuals and recommended appropriate levels of care when necessary
- Analyzed customer feedback to identify areas of improvement in sales process
- Assisted customers in completing paperwork
- Leveraged CRM system to manage sales activities and track sales performance
- Initiated follow-up calls after sales closure to ensure customer satisfaction
- Coordinated with doctors, nurses, social workers, and other professionals involved in providing care
- Assisted clients in selecting suitable homes that meet their goals for retirement or long-term care needs.
- Networked to build client base and promote products to new and existing clients.
Client Relationship Manager
JAMES WU TEAM COMPASS
Rockville, MD
10.2018 - 05.2019
- Established new and maintained existing client relationships by cultivating open and positive dialogue, delivering high-quality service and following up after sales close
- Conducted regular meetings with clients to discuss their current requirements
- Served as an escalation point for unresolved customer issues or disputes
- Met with clients to ascertain needs and develop plans that address current goals
- Received, responded to and resolved customer issues or complaints quickly, resulting in increased client satisfaction
- Negotiated contracts with clients for various services
- Ensured that all contractual obligations were fulfilled according to agreed timelines
- Maintained accurate records of client interactions and transactions
- Maintained open communication with team members resulting in successful project outcomes
- Prioritized and organized tasks to efficiently accomplish service goals
- Provided excellent service and attention to clients when face-to-face or through phone conversations
Concierge
SUNRISE SENIOR LIVING
Rockville, MD
10.2017 - 10.2018
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Provided secretarial and office management support while building cooperative working relationships
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service
- Handled mail and package deliveries, keeping items secure
- Entered work orders for housekeeping, pest control and maintenance issues
- Conducted regular inspections of lobby areas to ensure cleanliness is maintained at all times
- Transmitted information or documents to clients through email, mailings or fax
- Built and maintained productive relationships with employees
- Handled complaints from customers in an efficient manner while working towards satisfactory resolutions
- Directed incoming calls and messages to appropriate staff or residents
- Prioritized and organized tasks to efficiently accomplish service goals
Education
Certificate in Dental Assisting -
Hands on dental school
06.2021
Bachelor of Business Administration in BUSINESS ADMINISTRATION -
BUSINESS JOMO KENYATTA UNIVERSITY OF AGRICULTURE AND TECHNOLOGY
05.2017
High school diploma -
POTTERS HOUSE ACADEMY HIGHSCHOOL
10.2014
Skills
- Customer service
- Etiquette
- Microsoft word
- Multitasking
- Problem-solving
- Receptionist
- RETAIL SALES
- Telephone
- WORD
- Supervising experience
- Human Resources
- Dental Assisting
- Dentrix
- Dental Receptionist
- Infection Control Training
- Chairside Assisting
- Management
- Customer service
- Project coordination
- Front desk
- Payroll
- Human resources
- Cash handling
- Office management
- Data analysis skills
- Insurance Billing
- Office Administration
- Patient Relations
Certification
- X-Ray Certification
- Registered Dental Assistant
Timeline
Dental Office Manager
Stephen A. Friedman DDS
10.2022 - Current
Dental Assistant/ Co-ordinator
Affordable Dentures & Implants
01.2022 - 10.2022
Sales Counselor
MERIDIAN SENIOR LIVING
07.2019 - 12.2021
Client Relationship Manager
JAMES WU TEAM COMPASS
10.2018 - 05.2019
Concierge
SUNRISE SENIOR LIVING
10.2017 - 10.2018
Certificate in Dental Assisting -
Hands on dental school
Bachelor of Business Administration in BUSINESS ADMINISTRATION -
BUSINESS JOMO KENYATTA UNIVERSITY OF AGRICULTURE AND TECHNOLOGY
High school diploma -
POTTERS HOUSE ACADEMY HIGHSCHOOL
- X-Ray Certification
- Registered Dental Assistant
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