Leia Maness
Albuquerque
Summary
Detail-oriented and dependable medical administrative professional with excellent customer service reviews, strong account management skills and proficiency in computer systems seeks a role providing really great care in a healthcare position.
Overview
14
14
years of professional experience
Work History
Advanced Client Solutions Specialist
Bank Of America
Rio Rancho, NM
05.2024 - Current
- Works with clients to build and deepen relationships by uncovering financial needs and recommending the best products, services, and solutions to meet those needs
- Answer inbound and make outbound calls with efficiency and sales integrity while servicing clients needs.
- Responds to customer inquiries and concerns, creating customized solutions
- Sells and fulfills banking products including checking and savings accounts, credit cards, Certificate of Deposits (CDs), Individual Retirement Accounts (IRAs), and loans
- Identifies client needs for licensed sales functions, making referrals to Line of Business partners
- Quotes rates, terms, and programs for banking solutions
- Manages risk in every business, product, and service transaction leveraging available tools
- Displays passion, commitment and drive to deliver an experience that improves our clients’ financial lives
- Manages risk in every business, product, and service transaction leveraging available tools
- Commitment to teamwork and the flexibility to work the schedule, including weekends and holidays
- Ability to engage with clients and seek to understand their needs while actively sharing options using plain language, building rapport and handling objections
- Comfortable receiving ongoing performance feedback and coaching
- Comfortable with ongoing change and learning new technology/processes
- Self-motivated with excellent organizational skills
- Strong decision-making and problem-solving skills
Client Care Specialist
Flawless Skin Spa LLC
Albuquerque, NM
06.2023 - 05.2024
- Greeting clients/patients warmly and welcoming them as they arrive at the medical spa, creating a friendly and professional first impression.
- Managing the appointment calendar and scheduling client consultations, treatments, and follow-up appointments ensuring appointments are appropriately spaced and organized.
- Checking in patients for their appointments, verifying their personal information and all necessary paperwork is completed.
- Handling check-out procedures, including processing payments, providing invoices and receipts.
- Responding to incoming phone calls, providing information about the spa services and addressing any questions or concerns in a timely manner.
- Communicating with clients via phone, email, and in person to confirm appointments, provide pre-appointment instructions, and follow up after treatment.
- Knowledgeable with products and medical spas services, treatment options, and skincare products to effectively answer clients questions and provide recommendations.
- Ensuring the reception area is neat, organized and presentable. Keeping reading materials, brochures and promotional materials up to date and available for clients.
- Processing client payments, including cash, credit cards, Cherry (financing option), memberships and other forms of payment and maintaining accurate financial records.
- Preparing invoices, quotes and billing statements.
- Assisting clients in completing intake and consent forms, ensuring all the required information is collected and properly documented.
- Monitoring inventory levels of office supplies and spa related products and ensuring adequate stock is maintained.
- Assisting with various administrative tasks, such as data entry, filing, organizing documents, updating systems and ensuring monitors are running smoothly and appropriately.
- Addressing and resolving client complaints or concerns promptly and professionally so that they are not escalated to management and can be resolved in house.
- Ensuring the confidentiality of client information and compliance with the Health Insurance Portability and Accountability Act (HIPAA) regulations.
- Working closely with other team members. Physicians. Nurse practitioners, Aestheticians, Technicians, and the spa owners to provide a seamless and coordinated client experience.
- Assisting with spa cleanliness, including laundry, sweeping and mopping, dishes, stock of treatment rooms, taking out the trash and medical waste properly.
- Communicated through Slack, email or via phone, if necessary with other team members to collaborate and ensure all patient communication is handled appropriately.
- Worked at both spa locations and familiarized with treatment differences and providers schedule to ensure the client has a clear instruction of where to go and who they will be seeing.
- Familiar with all services offered such as the Picosure laser, Scarlet micro-needling with RF, Tattoo removal, Laser hair removal, Botox and Dysport, Allergan and Galderma fillers, Hormone replacement for male and female clients, CoolSculpting, Medical weight loss called Semaglutide, Diamond glow facials, and microblading, better known as permanent make up for eye brows or eyeliner.
- Assist
- Assisted clients with Alle and Aspire that are free rewards companies that Allergan and Galderma own to promote extra savings, and with helping clients try new services or products.
- Created and managed two shared Google Documents: one to keep an accurate log and inventory for Semiglutide products, another to ensure payments are tracked keeping the workload even throughout the day for the front desk team.
- Collaborated with teammates to create social media videos, promoting products, and a pleasant work environment.
- Participated in IG Lives and wellness Wednesdays. ed in sharing ideas for new package deals to promote sales and monthly discounts.
- Helped with training of new associates.
Cosmetic Coordinator
ALLURADERM MD MEDICAL SPA
Albuquerque, NM
04.2019 - 07.2023
- Assisted doctors, estheticians, and laser technicians with treatment.
- Assisted in maintaining the company’s goal of remaining #1 in the state of New Mexico for Fraxel, Thermage, Botox and Juvéderm.
- Provide world class customer service through positive interaction and continuously elevate customer/patient satisfaction and experience efficiently in person, emails and phone calls.
- First point of contact for new and existing clients.
- Provided training and mentoring for new team members on patient care and office organization and procedure.
- Answer questions on all services, instructions, payments, fees and policies accurately and efficiently with world class customer service
- Specialized in scheduling and time management.
- Prioritized patient safety and confidentiality.
- Responsible for maintaining patient privacy and HIPAA policies.
- Calculated and executed accurate client billing.
- Provided conflict resolution.
- Responsible for accurate care of important patient records.
- Practiced patient centered care.
- Executed biohazard disposal and sharps safety.
- Infection prevention measures.
- Trained on laser safety with Gmax Pro, Thermage, Fotona, Fraxel, and Clear & Brilliant.
- Specific product and treatment training on minimally invasive fat reduction, medical grade facials, and Botox and Juvéderm injections.
- Check in duties including all necessary documentation, patient preparation, and processing.
- Co-ordinate patients and staff room allocation and movement for a seamless customer experience.
- Convert new patient inquiries (leads) to schedule proficiently (high conversion rates) and quickly while providing world class customer service.
- Meet/exceed established industry, standard service goals, and key performance indicators (KPIs) e.g. Average handle time (AHT), Not ready (ACW), Commitment to schedule, Quality assurance, Service goals, Service levels, Abandonment rates, Average speed of answer (ASA).
Leasing Consultant
RiverWalk Apartments
Albuquerque, NM
12.2012 - 04.2019
- Greet residents and prospects with a smile and inviting hospitality.
- Provide lease information and tours of the property to prospects.
- Provide applications and lists of amenities.
- Run credit and background checks to verify applicability of prospects.
- Build rapport and close lease agreements with prospects.
- Maintain relationships with residents in engaging and meaningful ways.
- Create and maintain files for each resident.
- General office duties such as filing, transcription, end of year purging and organization.
- Recognized as the top leasing consultant and recognized with the customer service excellence award.
Inventory Control Specialist
Bed Bath and Bodyworks
Rio Rancho, NM
08.2015 - 11.2015
- Responsible for the upkeep of the store, visual merchandising, and adherence to planograms.
- Trained and completed a new process for 3rd key manager candidates.
- Collaborated with corporate personnel to discuss the trajectory of sales and current store conditions.
- Prepare product files with sales records.
- Math proficiency.
- Ability to perform moderate to heavy lifting.
- Excellent organizational skills.
- Great written and verbal communication.
- Basic budget management skills.
Beauty Advisor
Sephora
Albuquerque, NM
01.2014 - 01.2015
- Create amazing customer experience and provide a welcoming environment for customers by listening to and embracing their unique needs.
- Being creative and explaining with passion about iconic brands during every interaction.
- Resilience and the ability to react to situations in the moment and stay aware of changing store priorities as they arise.
- A track record of building relationships with customers and team members.
- Suggest and sell products and services in all areas of the store.
- Introduce the store's credit card and beauty insider to all customers to help them discover the benefits from the loyalty program.
- Knowledgeable in cashier functions.
- Support special events, promotions, and priorities as they come up.
Sales Associate
Vans
Albuquerque, NM
01.2014 - 01.2015
- Build sales by maintaining a customer centric mindset and using selling behaviors through genuine interactions with customers
- Ensure the store is constantly recovered and consumer ready for meeting brand standards.
- Use strong verbal and nonverbal communication skills to exceed sales results.
- Ability to be flexible in a fast paced environment
- Regularly interact with consumers within the store, providing a high level of customer service.
Education
High School Diploma -
Sandia High School
Albuquerque, New MexicoSkills
- Delivered technical support training sessions
- Customer Service and RElationship Management
- HIPPA and regulatory compliance
- Computer proficiency (EMR/EHR, Microsoft Office and Google Workspace)
- Trained in management and leadership roles
- Proficient in telephone etiquette/communication
- Excellent problem solving skills
- Experienced in biohazard safety and handling potentially dangerous equipment
Timeline
Advanced Client Solutions Specialist
Bank Of America
05.2024 - Current
Client Care Specialist
Flawless Skin Spa LLC
06.2023 - 05.2024
Cosmetic Coordinator
ALLURADERM MD MEDICAL SPA
04.2019 - 07.2023
Inventory Control Specialist
Bed Bath and Bodyworks
08.2015 - 11.2015
Beauty Advisor
Sephora
01.2014 - 01.2015
Sales Associate
Vans
01.2014 - 01.2015
Leasing Consultant
RiverWalk Apartments
12.2012 - 04.2019
High School Diploma -
Sandia High School
SUMMARY
- I am committed to providing prompt, professional, and respectful service while meeting the needs of customers, guests, and long-term clients. As an active listener with over 10 years of customer service experience, I have developed strong interpersonal communication skills, excel at resolving concerns efficiently, and strive to create a positive experience with every interaction. I take pride in building lasting relationships, maintaining a positive attitude and working collaboratively in fast-paced environments. I look forward to the opportunity to contribute my skills and dedication to your team.
- Thank you for taking the time to review my resume. I appreciate your consideration and look forward to the opportunity to speak with you.