Hi, I’m
GLORIA CARRASCO
Los Angeles,CA
Summary
Experienced professional with 25 years of strong track record, seeking position with company that highly values expertise, analytical abilities, and interpersonal skills. Committed to utilizing skills to contribute to success of organization. Dedicated and driven to deliver exceptional results while exceeding expectations. Strong work ethic and proactive approach. Eager to join dynamic team and make meaningful impact in collaborative and fast-paced environment.
Overview
24
years of professional experience
Work History
Smiles West Corporation
Regional Manager
05.2023 - Current
Job overview
- Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
- Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
- Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
- Improved talent recruitment processes by enhancing job descriptions, streamlining interview procedures, and partnering with local educational institutions for pipeline development.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Established and maintained operational standards for 5 locations.
Smile Brands
Office Manager
05.2016 - 11.2023
Job overview
- Promoted upselling strategies among staff members, resulting in increased revenue from room upgrades and additional services.
- Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
- Managed daily front office operations, ensuring smooth workflow and maximum efficiency among staff members.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Addressed and resolved billing inquiries, ensuring customer satisfaction with account management.
Pacific Dental Services
Office Manager
01.2014 - 05.2016
Job overview
- Conducted regular team meetings to review performance metrics, address concerns, and share best practices among staff members.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
Western Dental & Orthodontics
Office Manager
07.2002 - 10.2010
Job overview
- Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
- Oversaw office budget, ensuring all expenditures were within allocated funds and identifying cost-saving opportunities.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance.
Western Dental & Orthodontics
Insurance Consultant
04.2001 - 06.2002
Job overview
- Provided exceptional customer service during the claims process by guiding clients through each step and advocating on their behalf when needed.
- Conducted thorough policy reviews for existing clients, identifying gaps in coverage and recommending appropriate solutions.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
- Analyzed customer needs to provide customized insurance solutions.
- Finalized sales and collected necessary deposits.
Western Dental & Orthodontics
Front Office Administrator
10.2000 - 04.2001
Job overview
- Managed front office operations, ensuring a welcoming environment for clients and visitors alike.
- Responded to inquiries from callers seeking information.
- Increased customer satisfaction by promptly addressing inquiries and resolving issues through a proactive approach.
- Prepared mail and packages for shipment, pickup, and courier services to expedite delivery.
- Boosted client retention rates with exceptional service provided during every interaction, both in-person and via phone/email correspondence.
- Assisted in the onboarding process for new employees, providing comprehensive training and guidance as needed.
- Optimized appointment scheduling to maximize productivity while minimizing conflicts or double-booking's.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
Education
Rio Hondo CollegeWhittier, CA
2001
Skills
- Sales expertise
- Customer and vendor relations
- Attention to detail
- Team development
- Customer relations
- Customer service
- Conflict management
- Teamwork and collaboration
- Customer service management
- Recruitment
- Hiring and onboarding
- Schedule management
Languages
Spanish
Timeline
Regional Manager
Smiles West Corporation
05.2023 - Current
Office Manager
Smile Brands
05.2016 - 11.2023
Office Manager
Pacific Dental Services
01.2014 - 05.2016
Office Manager
Western Dental & Orthodontics
07.2002 - 10.2010
Insurance Consultant
Western Dental & Orthodontics
04.2001 - 06.2002
Front Office Administrator
Western Dental & Orthodontics
10.2000 - 04.2001
Rio Hondo College
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