Imelda Gutierrez
Houston
Summary
Adaptable Front Office Assistant dedicated to providing first-rate attention to guest needs. Versed in quickly and accurately answering questions, offering information, and completing quick check-in or check-out services. Delivers dynamic service and fosters positive relationships with guests and coworkers.
Overview
9
9
years of professional experience
Work History
Front Desk Receptionist
Rodeo Dental and Orthodontics
South Houston
01.2023 - 02.2026
- Greeted patients warmly and scheduled appointments efficiently.
- Managed phone calls, directing inquiries to appropriate staff to enhance communication flow.
- Maintained patient records with accuracy and confidentiality.
- Assisted with billing inquiries, processing payments promptly to ensure smooth transactions.
- Coordinated office supplies and ensured reception area remained organized.
- Supported dental staff by preparing treatment rooms for patients.
- Communicated effectively with patients regarding treatment plans and follow-ups.
- Handled patient check-ins and check-outs smoothly for optimal service flow.
- Answered incoming calls, redirected callers to appropriate personnel or department, and took messages.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Assisted with scheduling appointments for clients and visitors.
- Resolved customer complaints and issues promptly, following established protocols to maintain satisfaction.
Call Center Representative
Lovett Dental
Houston
01.2020 - 12.2022
- Managed inbound and outbound calls for patient scheduling and inquiries.
- Provided accurate information about dental services and insurance options.
- Assisted in resolving patient concerns and complaints effectively.
- Tracked and documented customer interactions using call center software to ensure accurate records.
- Ensured compliance with HIPAA regulations during patient communications.
- Answered incoming calls, delivering professional and knowledgeable service to enhance customer satisfaction.
- Maintained strong call control and quickly worked through scripts to address problems.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
Housekeeping Supervisor
Westin Hotel
Houston
01.2017 - 10.2019
- Supervised daily housekeeping operations ensuring high cleanliness standards.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Trained and mentored staff on cleaning techniques and safety protocols.
- Coordinated room assignments and managed workflow to optimize housekeeping operations.
- Inspected guest rooms for quality assurance and adherence to hotel standards.
- Conducted regular inspections of all guest rooms, hallways, lobbies, restrooms, elevators, stairwells, laundry facilities and other common areas.
- Implemented inventory management for cleaning supplies and equipment.
- Addressed guest concerns promptly to enhance overall satisfaction levels.
- Resolved customer complaints regarding housekeeping services to enhance guest experience.
- Collaborated with other departments to support smooth hotel operations.
- Communicated guest service scores to identify improvement areas and elevate guest satisfaction.
- Prepared work schedules for associates to promote proper staffing levels.
- Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
Education
GED -
Sharpstown High School
Houston, TX05-1997
Skills
- Appointment scheduling
- Appointment confirmation
- Patient record management
- Insurance verification
- Payment processing
- Call center software
- Customer relationship management
- Attention to detail
- Communication skills
- Telephone etiquette
- Listening skills
- Guest relations
Languages
Spanish
Professional
Timeline
Front Desk Receptionist
Rodeo Dental and Orthodontics
01.2023 - 02.2026
Call Center Representative
Lovett Dental
01.2020 - 12.2022
Housekeeping Supervisor
Westin Hotel
01.2017 - 10.2019
GED -
Sharpstown High School