Summary
Overview
Work History
Education
Skills
Certification
References
Languages
Accomplishments
Timeline
Generic

Jennifer Soto

Miami,FL

Summary

Professional leader with comprehensive experience in driving operational excellence and strategic growth. Proven track record of fostering team collaboration and achieving impactful results in dynamic environments. Skilled in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures. Known for adaptability, effective communication, and strong decision-making abilities.

Overview

17
17
years of professional experience
1
1
Certification

Work History

General Manager

The Secret Plastic Surgery
03.2025 - Current
  • Directed operational strategies to enhance efficiency and achieve business objectives.
  • Implemented process improvements, increasing productivity across multiple departments.
  • Mentored management team, fostering leadership skills and succession planning.
  • Analyzed market trends to inform strategic decision-making and competitive positioning.
  • Mentored staff, fostering professional growth and ensuring high performance within the team.
  • Managed and motivated employees to be productive and engaged in work.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Improved marketing to attract new customers and promote business.

Lead Medical Assistant

Miami Cancer Institute
11.2021 - 02.2025
  • Leadership meetings.
  • Daily Grid.
  • Processed orders for medical supplies and lab equipment.
  • Documented notes during patient visits.
  • Set up, cleaned and stocked examination rooms with medical supplies.
  • Monitored inventory levels of medical supplies and equipment in order to maintain adequate stock at all times.
  • Responded to patient callbacks and phone-in prescription refill requests.
  • Prepared daily charts by creating and updating electronic health records system data prior to patient visits.
  • Assisted physicians in performing minor surgeries or procedures when needed.
  • Positioned patients properly during examination or treatment for comfort and safety.
  • Worked collaboratively with other members of the healthcare team in order to provide optimal care for each patient.
  • Handled general office duties to support administrative staff during peak hours.
  • Explained treatment procedures and physicians' instructions.
  • Cover all messages in Cerner, and cover all resource emails.
  • Prepared treatment rooms for patients by cleaning surfaces.
  • Developed effective strategies for improving customer service standards in order to increase patient satisfaction levels.
  • Interviewed and engaged patients to obtain chief complaints and vital signs.
  • Supervised and trained medical staff on proper procedures for patient intake, examinations and treatments.
  • Responded quickly and efficiently to emergency situations within the healthcare facility.
  • Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
  • Organized charts, documents and supplies to maintain team productivity.
  • Conducted regular quality assurance checks to ensure that all safety protocols were being followed properly.
  • Supervised, trained and coached team of medical assistants.
  • Provided guidance and support for new employees during their orientation period.
  • Performed administrative duties.
  • Secured patient information and maintained patient confidence by completing and safeguarding medical records.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Recognized by management for providing exceptional customer service.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Awards:
  • Employee of the Quarter 4x.
  • Sunflower Award 2023.
  • MA of the Year 2023 and 2024.

Office and Call Center Manager

4 Beauty Aesthetics Institute, Inc. - Constantino G. Mendieta, MD, FACS
04.2021 - 11.2021
  • Office Manager
  • Call center Manager
  • Overseeing office and staff
  • Protocols and manuals.
  • Motivated and promoted team employees from within for key leadership roles.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Participated in recruitment activities such as interviewing prospective candidates.
  • Providing leadership, management and guidance to all Call Center staff
  • Responding to customer email or telephone inquiries
  • Answering front line calls from customers
  • Handling any customer complaints
  • Ensuring high quality and accuracy of work from call center staff
  • Management skills, Word, Excel
  • Tracking the number of inbound calls
  • Troubleshooting any operational problems
  • Managed escalated customer complaints, ensuring timely and effective resolution.
  • Oversaw daily operations of call center team, ensuring adherence to performance standards.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.

Call Center Supervisor and Medical Assistant

Miami Center for Dermatology
07.2019 - 04.2021
  • Providing leadership, management and guidance to all Call Center staff
  • Conducting staff performance reviews
  • Responding to customer email or telephone inquiries
  • Answering front line calls from customers
  • Handling any customer complaints
  • Ensuring high quality and accuracy of work from call center staff
  • Putting together daily performance reports for senior managers
  • Call Center management team to monitor the effectiveness of service policies and practices
  • Troubleshooting any operational problems
  • Tracking the number of inbound calls
  • Being visible at all times to all call center staff
  • Assisting in room with the Doctor/PA
  • Biopsy /Excisions
  • Cosmetics/Botox fillers lasers/ Micro needling PRP
  • Call in prescriptions/authorizations
  • Draw blood when needed

Phlebotomist

Baptist Hospital South Florida
09.2018 - 05.2019
  • Venipuncture
  • Lab processing blood, plasma, urine and CSF test
  • Send outs (Sending specimens to other Labs for testing)
  • Front window (Receiving specimens from the whole hospital)
  • Outpatient, Post-surgery lab work, Patient Satisfaction

Phlebotomist

Bio Reference Laboratory
05.2012 - 09.2018
  • Venipuncture
  • Children draw
  • Performing Urine test
  • Collecting specimens
  • Transferring plasma from whole blood
  • Ordering Supplies
  • Receptionist
  • Verifying Insurance
  • Helping Supervisor
  • Patient Satisfaction

Medical Assistant for OB/ GYN

Morales & Esserman MD LLC
01.2008 - 12.2011
  • Scheduling appointments
  • Data entry
  • Phlebotomy (drawing blood)
  • Handling blood specimen
  • Performing Urine test
  • Sanitizing and organizing rooms
  • Handling phone calls and mail
  • Taking Vital signs
  • Preparing patients rooms for procedure
  • Set-up rooms for Leep, Colposcopy and Endometrial Bx
  • Assisting doctors in procedures like Leep, Colposcopy and Endometrial Bx
  • Supporting patients under stress based on results
  • Sterilizing instruments

Education

Nursing AS -

South Florida College of Nursing
09.2024

Health Service Administration AS -

Florida National University
04.2022

Medical Assistant Diploma -

Technical Career Institution
Miami, FL
11.2007

High School Diploma -

World Hope Academy
Miami, FL
03.2007

Skills

  • HIPAA compliance
  • Team building and supervision
  • Infection control procedures
  • Performance improvement
  • Patient care coordination
  • Patient education and counseling
  • Medical terminology proficiency
  • Inventory and supply management
  • Electronic health records management
  • Clinical flow management
  • Leadership and team building
  • Efficient multi-tasker
  • Effective leader
  • Staff supervision
  • Administrative skills

Certification

  • Medical Assistant Certification
  • HIPAA
  • OSHA
  • CPR Certification, 03/01/26
  • Certified Medical Assistant, 03/01/26
  • Certified Phlebotomy Technician
  • BLS Certification

References

References available upon request.

Languages

English
Native or Bilingual
Spanish
Full Professional

Accomplishments

  • Sunflower Award 07/2023
  • Medical Assistant of the Year 10/2023 and 10/2024
  • Employee of the Quarter 4x

Timeline

General Manager

The Secret Plastic Surgery
03.2025 - Current

Lead Medical Assistant

Miami Cancer Institute
11.2021 - 02.2025

Office and Call Center Manager

4 Beauty Aesthetics Institute, Inc. - Constantino G. Mendieta, MD, FACS
04.2021 - 11.2021

Call Center Supervisor and Medical Assistant

Miami Center for Dermatology
07.2019 - 04.2021

Phlebotomist

Baptist Hospital South Florida
09.2018 - 05.2019

Phlebotomist

Bio Reference Laboratory
05.2012 - 09.2018

Medical Assistant for OB/ GYN

Morales & Esserman MD LLC
01.2008 - 12.2011

Health Service Administration AS -

Florida National University

Medical Assistant Diploma -

Technical Career Institution

High School Diploma -

World Hope Academy

Nursing AS -

South Florida College of Nursing

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