Makayla Pena

• Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
• Prepared charts for new patients, ensuring all necessary forms were completed correctly.
• Communicated with patients with compassion while keeping medical information private.
• Processed patient payments and scanned identification and insurance cards.
• Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
• Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.

• Monitored staff performance and addressed issues
• Exercised good judgment and decision-making in escalating concerns and resolving issues
• Completed thorough opening, closing and shift change functions to maintain operational standards each day
• Assigned tasks to associates to fit skill levels and maximize team performance
• Recruited and hired qualified candidates to fill open positions
• Led team meetings and one-on-one coaching sessions to continuously improve performance
• Entered time and attendance logs in preparation for payroll
• Maintained adequate staffing to meet objectives within budget
• Created training modules and documentation to train staff
• Managed morning rush of customers daily with efficient, level headed customer service
• Maintained calm demeanor during high-volume periods and special events
• Maintained a clean and organized workspace, enabling coworkers to locate resources and products
• Followed health, safety and sanitation guidelines to pass state inspections
• Collected payments and provided accurate change
• Created complex, hand-crafted beverages based upon customer preferences

• Responded to customer inquiries and problems to promote great service
• Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs
• Analyzed customer needs and provided best options, upselling products and services
• Researched insurance plans to find good options for clients' needs
• Conducted meetings or phone calls with potential clients to present insurance policies and answer questions
• Conducted telephone appointments with prospective clients to build rapport and sell insurance services
• Pursued new clients through various marketing strategies to grow the existing portfolio of policyholders
• Explained coverage options to potential policyholders, answering questions or concerns
• Calculated premiums and established payment methods, receiving customer payments and issuing receipts

Currently Enrolled in WGU for my Bachelor's

• 3.9 GPA
• cum laude graduate

• All 4 Years- A Honor Roll
• National Honor Society
• Top 10%
• GPA: 4.0