Summary
Overview
Work History
Education
Skills
Timeline
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Maleny Gonzalez

Harrisburg,PA

Summary

Accomplished in enhancing customer satisfaction and streamlining operations, I leveraged my multitasking and problem-solving skills at UNFI to significantly reduce data entry errors and improve service quality. Proficient in database management and customer communication, I excel at creating efficient, positive environments that boost team performance and client retention.

Overview

15
15
years of professional experience

Work History

Clerk/Reciever

UNFI
10.2018 - Current
  • Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
  • Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
  • Improved customer satisfaction by promptly answering inquiries and providing accurate information.
  • Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
  • Trained new clerks on company procedures and software tools effectively contributing to their integration into the team.
  • Maintained filing system and organized customer documents for easy retrieval of information.

Medical Office Assistant

Lehigh Valley Rehab & Assoc
03.2015 - 09.2018
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Updated patient information and insurance details for accurate electronic medical records.
  • Provided compassionate support to patients during check-in/check-out process, addressing concerns and answering questions as needed.
  • Prepared patient charts by gathering and organizing medical records ahead of appointments.
  • Provided prompt, polite and professional in-person and telephone customer service.
  • Assisted physicians in providing high-quality care, completing insurance forms and handling referrals promptly
  • Enhanced patient care with timely and accurate data entry of medical histories, prescriptions, and lab results.
  • Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Obtained pre-authorization from insurance companies ahead of medical services.
  • Received, recorded and filed medical payments by check, cash, and credit card.
  • Maintained a clean reception area conducive to a professional atmosphere while adhering to safety guidelines during the COVID-19 pandemic.
  • Promoted excellent customer service experience through prompt responses to voicemails and emails, addressing patient inquiries or concerns.

Customer Service Manager

Wheelz Of Fire
02.2010 - 01.2015
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Kept accurate records to document customer service actions and discussions.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.

Education

High School Diploma -

John Harris
2451 Market St. Harrisburg P.a 17103
06.2005

Skills

  • Telephone Etiquette
  • Customer Satisfaction
  • Cash Handling
  • Billingual
  • Filing systems
  • Administrative tasks
  • Prioritization
  • Database Management
  • Basic accounting
  • Schedule and calendar management
  • Verbal and writing communication
  • Scanning and copying
  • Multitasking Abilities
  • Attention to Detail
  • Time Management
  • Customer Communication
  • Problem-Solving

Timeline

Clerk/Reciever

UNFI
10.2018 - Current

Medical Office Assistant

Lehigh Valley Rehab & Assoc
03.2015 - 09.2018

Customer Service Manager

Wheelz Of Fire
02.2010 - 01.2015

High School Diploma -

John Harris

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Maleny Gonzalez