Grace Pena
Winter Haven,FL
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
27
27
years of professional experience
Work History
Call Center Scheduling Specialist
Eye Specialists of Mid-Florida
Winter Haven , FL
01.2022 - Current
- Monitored the performance of all scheduled representatives on a daily basis to ensure that they met departmental goals and objectives.
- Documented all changes made to the schedule in order to maintain an accurate record of activities.
- Assisted with training new employees on proper scheduling methods and techniques.
- Scheduled and confirmed appointments.
- Maintained positive working relationship with fellow staff and management.
- Handled incoming calls and directed callers to appropriate department or employee.
- Adhered to established policies, procedures, and guidelines when scheduling call center personnel.
- Consistently monitored phone queues throughout each day in order to adjust staffing levels accordingly.
- Provided customer service support by answering inquiries and resolving customer issues in a timely manner.
Retail Sales Associate
Spectrum
Auburndale, FL
12.1997 - 12.2021
- Kept informed about new products arriving at the store on a regular basis.
- Promoted special offers and discounts to encourage additional purchases.
- Greeted customers upon entering the store and provided assistance.
- Completed transactions in an efficient manner while providing excellent customer service.
- Stocked shelves with merchandise according to company standards.
- Performed cashier duties such as ringing up sales, processing payments, and issuing receipts.
- Handled customer complaints in a professional manner.
- Assisted in training new employees on proper use of equipment and safety protocols.
- Processed returned merchandise according to company policies.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Initiated friendly conversation with customers to determine level of assistance required.
- Followed company policies, rules and procedures to promote company goals and maintain safety.
- Operated cash registers and processed transactions including sales, returns, and exchanges.
- Participated in staff meetings and training sessions to improve product knowledge and sales techniques.
- Conducted product demonstrations to highlight features and benefits, enhancing customer engagement.
Education
High School Diploma -
Hardee Senior High School
Wauchula, FL06-1989
Skills
- Calendar Management
- Customer relations abilities
- Recordkeeping experience
- Recordkeeping understanding
- Meeting Scheduling
- Workflow Optimization
- Documentation abilities
- Professional telephone demeanor
- Schedule management expertise
- Documentation skills
- Deadline Adherence
- Customer relations skills
- Computer Skills
- Call Schedule Distribution
- Telephone Etiquette
- Critical Thinking
- Schedule Management
- Document Management
- Attention to Detail
- Problem-Solving
- Order Processing
- Service Sales
- Strong Work Ethic
- Microsoft Office Suite
- Documentation proficiency
- Recordkeeping proficiency
- Medical Terminology
- Data Entry
- Effective Multitasking
- Patient Registration
- Customer Service
- Patient Scheduling
- Teamwork and Collaboration
Languages
Spanish
Elementary
References
References available upon request.
Timeline
Call Center Scheduling Specialist
Eye Specialists of Mid-Florida
01.2022 - Current
Retail Sales Associate
Spectrum
12.1997 - 12.2021
High School Diploma -
Hardee Senior High School
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