Jo Anna Sanchez

• Built strong relationships with patients through effective communication skills that foster trust in commitment to quality care.
• Maintained safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
• Measured patient spirometry.
• Implemented care and efficiency improvements to support and enhance office operations.
• Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
• Helped improve patient outcomes by educating and advising on relevant treatments and care.
• Measured patient pulse oximetry.
• Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
• Oriented and trained new staff on proper procedures and policies.
• Explained procedures to patients to reduce anxieties and increase patient cooperation.
• Prepared lab specimens for diagnostic evaluation.
• Completed EKGs and other tests based on patient presentation in office.
• Typically answer 20-30 telephone calls daily to offer office information, answer questions, and direct calls to staff.
• Obtained and documented patient medical history, vital signs and current complaints at intake.
• Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
• Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
• Verified patient insurance coverage and collected required co-payments.
• Called and faxed pharmacies to submit prescriptions and refills.

• Prepared examination rooms with necessary equipment and supplies, creating comfortable environment for patients.
• Maintained strict sterilization protocols for all instruments and surfaces, ensuring safe environment for both patients and staff members.
• Contributed to establishing of welcoming atmosphere in clinic by consistently demonstrating professionalism and empathy towards all patients.
• Assisted dermatologists with various procedures, improving patient treatment outcomes and satisfaction.
• Provided support during skin surgeries, ensuring optimal results and minimizing complications.
• Prepared examination rooms with necessary equipment and supplies, creating a comfortable environment for patients.
• Maintained strict sterilization protocols for all instruments and surfaces, ensuring a safe environment for both patients and staff members.
• Educated patients on preventative measures to promote long-lasting skin health and reduce future issues.
• I worked in this position for 5 months and quickly learned that the field of Dermatology was not for me. Thankfully, I was able to return to my previous job at Toepperwein Med-Clinic, where I am currently employed.

• Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
• Streamlined call center operations by implementing efficient processes and procedures.
• Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
• Improved first-call resolution rates by effectively utilizing resources and available tools.
• Assisted team members with challenging calls, providing guidance and support to ensure positive outcomes.
• Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
• Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
• Collaborated with colleagues to share best practices and improve overall team performance.
• Kept up-to-date with company products, services, policies, and regulations to provide accurate information to callers at all times.
• Received recognition as an exemplary employee for consistently maintaining high levels of professionalism under pressure.
• Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
• Exceeded established performance metrics by demonstrating strong problem-solving abilities in addressing caller concerns quickly.
• Developed rapport with customers while maintaining a professional tone throughout conversations, resulting in higher satisfaction scores.
• Escalated complex issues appropriately to management or specialized departments for further resolution when necessary.
• Participated in ongoing training sessions to continuously improve knowledge base and skill set within call center environment
• Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
• Maintained strict adherence to data protection regulations when handling customer information, ensuring confidentiality and security at all times.
• Achieved success in retaining dissatisfied customers by offering targeted solutions and demonstrating empathy during challenging interactions.
• Answered phone with friendly greeting to create positive inbound calling experience for customers.
• Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
• Responded to customer inquiries via telephone, email and live chat to provide updated information.
• Demonstrated strong problem-solving skills by resolving customer issues during first call.
• Built positive relationships with customers by providing exceptional customer service.
• Resolved complaints to satisfy customers and encourage future transactions.
• Provided customers with product information and answered inquiries to provide top-quality service.
• Followed standard operating procedures when handling customer problems and complaints.
• Utilized basic troubleshooting techniques to diagnose and resolve customer inquiries.
• Facilitated communication between customers and other departments to facilitate resolution.
• Recorded customer interactions, inquiries and comments in customer service database for traceability.
• Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
• Prioritized customer service requests in order of urgency to promptly resolve critical issues.
• Provided timely feedback to management regarding customer inquiries and issues.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Responded to customer calls and emails to answer questions about products and services.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Attended telephone skills and program information training sessions to boost aptitude.
• Processed debit and credit card and electronic check payments.
• Educated customers on company systems, form completion, and access to services.
• Boosted customer service satisfaction ratings through consistent quality control.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Performed various clerical duties by filing and faxing documents and creating customer databases.
• Compiled status and performance reports for team leaders to address company strengths and weaknesses.
• Met customer call guidelines for service levels, handle time and productivity.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Promptly responded to inquiries and requests from prospective customers.
• Maintained up-to-date knowledge of product and service changes.
• Responded proactively and positively to rapid change.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Promoted available products and services to customers during service, account management, and order calls.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Delivered prompt service to prioritize customer needs.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Trained staff on operating procedures and company services.
• Increased efficiency and team productivity by promoting operational best practices.
• Managed timely and effective replacement of damaged or missing products.
• Trained new personnel regarding company operations, policies and services.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
• Cross-trained and backed up other customer service managers.
• Cross-trained and provided backup support for organizational leadership.

It is important to me that I be upfront about my work history. That being said, I was dismissed from this position on February 21st, 2021. I was given the reason of underperformance. I did take some time to re-evaluate my career path. Though this was not my finest hour, I know this will not happen again. This is why you will see a break in employment which was from February 2021 until October 2021 when I was hired at Toepperwein Med-Clinic.