LANA LAVULO-SINE
Eagle Mountain,Utah
Summary
I love people and I love to learn. When I am on a sales floor or taking a call from a person at the end of their rope, I will do whatever I can to help the person with whom I am interacting. All people have a story and I want to hear them. Hearing people's experiences add to my experience on this earth...it brings compassion, patience and understanding. I am a team player and I am teachable. I will give my all to a company I am employed with. I am dependable and organized. I am always looking for ways in which I can improve within a company and by my improvement, I contribute to the company. I am loyal and professional. I conduct myself with the utmost professionalism, as I am a representation of my employer. With my experience in sales, management, marketing, admissions and interacting with the public, I know that I bring a well rounded skillset to the table. I work hard. I do not complain. I always give my all.
Overview
12
12
years of professional experience
Work History
Admissions Specialist
The OCD and Anxiety Centers
10.2023 - Current
- Assisted applicants with admissions packet and served as point of contact throughout admissions process.
- Provided exceptional customer service by promptly addressing applicant inquiries and concerns via phone, email, or in-person visits.
- Completed admissions duties with timeliness and accuracy.
- Communicated with prospective clients to explain application process and answer questions.
- Helped with interview process, orientation program and implementation of admissions policies as applications were considered and members selected.
- Contributed to increased enrollment numbers through proactive outreach, attending recruitment events, and maintaining relationships with prospective clients
- Led tours of facility for potential clients and families to highlight features and benefits of clients.
- Reviewed and verified data on all submitted documentation
Customer Service Associate
CarMax
10.2023 - 10.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
Admissions Coordinator
Turning Point Centers
11.2019 - 02.2023
- Enhanced applicant experience with timely updates on application status.
- Established rapport with applicants through personalized follow-ups, fostering a welcoming environment during the admissions process.
- Provided exceptional customer service during phone and email interactions with prospective clients and their families, addressing concerns promptly and professionally.
- Confirmed all insurance benefits met standards of admissions as dictated by policy.
- Assisted in patient admission process based on federal and state laws.
- Collaborated with admissions team to develop and implement strategies to improve admissions process.
- Optimized communication strategies between departments involved in the admissions process, fostering collaboration and efficiency.
- Managed admissions processes for incoming clients, promptly collecting and processing necessary documents.
- Reviewed applications and transcripts to verify client eligibility and compliance with admissions criteria.
Director Of Admissions & Marketing
Cold Creek Behavioral Health
03.2016 - 05.2019
- In charge of assisting prospective clients in determining needs within the program.
- Organize financial options, ie., insurance, self pay, etc.
- I was the top admissions employee for the 12 months averaging 10-16 admits per month.
- I am the "point person" and will pick up clients from the airport or home. Take clients to detox or to the residential facility.
- On admit date, I will take care of transportation and the admissions as well as intake process
- Initial assessment, signing of all forms, UAs, Breathalyzer tests.
- Establishing relationships with various treatment centers and detox facilities through marketing skills.
- Assisting as support staff at either The Lodge (RTC) Or either of our2 outpatient facilities.
- I have taken phone calls from prospective clients and turned an inquiry call into a Cold Creek client
- Responsible in building an Alumni Program.
- Whenever there is a situation in any of our facilities due to relapse, I am the person who is called to assist.
- Upon leaving, 3/4 of the Cold Creek population was due to my efforts in bringing people in for treatment
- Mentored junior staff members in best practices for building rapport with prospective clients during interviews and other interactions throughout the enrollment process.
- Streamlined the admissions process, improving efficiency while maintaining high standards of client selection.
Assistant Manager
Brighton Collectibles
10.2012 - 11.2017
- As assistant manager at Brighton Collectibles, I managed a crew of 25 employees, training them in sales and how to maximize their sales, by add-ons as well as upselling.
- In charge of hiring new employees.
- I would complete the weekly schedules, calculate and submit the weekly payroll.
- Order product replenishment, product transfers and special orders.
- Developed relationships with customers with whom I would become their person shopper.
- For the 5 years I was at Brighton Collectibles, I was the top selling partner 95% of the time and making my sales goals weekly.
- I have a passion for fashion, as well as a passion for truly assisting each and every one of my customers feel beautiful and special.
- I built a beautiful store with a warm ambience.
- I would also close and open the store, counting the tills and preparing deposits
- In closing and opening, I always ensured that the store was clean and organized.
- While on duty, I would ensure that every customer was greeted and treated with respect
- Identified inefficiencies to propose actionable improvements for overall workflow.
- Led training initiatives, enhancing employee skills and confidence.
- Established open lines of communication with team for feedback and suggestions.
- Cultivated cohesive team environment by providing clear direction and support.
- Addressed service gaps with targeted initiatives to exceed customer expectations.
Education
Bachelor Of Applied Arts And Science - Political Science And Government
The University of Utah
Salt Lake City, UTSkills
- Organization
- Communications
- Dependable
- Issue resolution
- Outstanding people skills
- Project management
- Inventory management
- Detail oriented
- Customer service
- Excellent communication abilities
- Multi-tasking and negotiation
- Problem-solving abilities
Timeline
Admissions Specialist
The OCD and Anxiety Centers
10.2023 - Current
Customer Service Associate
CarMax
10.2023 - 10.2024
Admissions Coordinator
Turning Point Centers
11.2019 - 02.2023
Director Of Admissions & Marketing
Cold Creek Behavioral Health
03.2016 - 05.2019
Assistant Manager
Brighton Collectibles
10.2012 - 11.2017
Bachelor Of Applied Arts And Science - Political Science And Government
The University of Utah
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