Maranda Mae Walker
Assistant Manager/Customer Service Representative
Aurora,CO
Summary
I am an attentive Assistant Manager/Customer Service Representative experienced in guiding and motivating top-quality employee execution. Well-versed in assessing sales performance and managing staff performance against challenging expectations. Committed to consistently fostering superior customer service standards as well as communicating with tact and diplomacy. I am a motivational leader and an splendid problem-solver with advanced supervisory, team building and customer support skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. I am personable and a dedicated customer service representative with extensive experience in the hospitality industry. I am a solid team player with an upbeat, positive attitude and proven skills in establishing rapport with all guests. I am motivated in maintaining customer satisfaction and substantially contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. I am a self motivated individual offering proven excellence in management and as customer service representative.
Overview
16
16
years of professional experience
Work History
Vaccine Agent/Pharmacy Technician
Granerx
Aurora, CO
09.2022 - 01.2024
- Provided superior communication customer to clients via phone and email.
- Developed loyal customer relationships and ensured satisfaction with services as a Vaccine Agent and Pharmacy Technician.
- Maintained accurate records of all customer interactions, processed customer accounts and filed documents.
- Responded promptly to customer inquiries and complaints in a professional manner
- Provided excellent customer service to patients who came to vaccination sites
- Assisted with physical set up of vaccination clinic and preparation of materials needed for vaccine administration
- Prepared and prinedt patient handouts and vaccine related paperwork Prescreened (CIIS) Colorado Immunization System) patients for any illness symptoms prior to administering vaccinations
- Greeted and escorted patients into vaccination clinics and/or directed to Innovage's designated room
- Completed screening forms prior to receiving immunization, and reviewed screening forms for any contraindications to vaccines.
- Completed immunization card documenting vaccine dose and provided to patient, along with education on importance of maintaining vaccination card
- Assisted nurses by bringing medical supplies, decontamination of vaccine areas, transporting vaccine to immunization table, and escorting patients after vaccination
- Drove to all clinics in a timely manner
- Administered vaccination in a patient and calm manner as the patients were all elderly
- Accessed telephone interpreter to assist non‐English speaking patients as needed
- Assisted with observation of patients after vaccination per medical guidelines
- Assisted with responding to patient emergencies (such as transporting supplies or calling EMS)
- Assisted staff personnel, patients and Innovage's staff with all vaccine clinics
- Worked with Innovage staff closely to schedule and organize clinics
- Coordinated and Scheduled all vaccine clinics
- Devised a plan to ensure all patients were getting the correct vaccine
- Took it upon myself to also take on the role of Vaccine Coordinator when the prior coordinator quit
- Conducted many different resolutions for clinics such as a mobile clinic to ensure all patients were able to get fully vaccinated
- Corresponded via email with managers, Innovage Lead Nurses etc
- Ordered, maintained and organized all vaccines according to Federal and Work Regulations
- Performed administrative tasks such as data entry, filing paperwork, updating databases and preparing reports.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Maintained daily inventory of pharmaceuticals and ensured proper storage conditions.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
Hyatt Place Scottsdale/Hyatt Place Scottsdale/Office Manager
Hyatt Place Scottsdale/Old Town
Scottsdale, AZ
03.2020 - 06.2022
- Developed and implemented Hyatt Hotel policies and procedures.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Managed office inventory and placed new supply orders.
- Handled scheduling employee shifts and managed timely and effective allocation of resources and calendars.
- Trained and mentored administrative staff team members in company policies, daily task execution and industry best practices.
- Prepared meeting agendas for conference's
- Reviewed files and records to obtain information and respond to requests per guest's preference
- Used my best judgment and initiative in handling confidential matters and requests.
- Assisted with the preparation of budgets, forecasts and financial statements.
- Coordinated meetings, conferences, travel arrangements and department activities.
- Maintained filing system for records, correspondence and other documents.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Provided administrative support to management and all team members including preparing reports and presentations.
- Created spreadsheets in Excel to track data such as vacation requests, sick days .
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel to ensure all guests were happy with their stay with us.
- Exceeded customer service requests by ensuring every guest had the best experience staying at The Hyatt.
- Enrolled Hyatt Gold Passport Members and was the highest in the entire company for new memberships
- Worked closely with the General Manager to ensure the hotel operations ran smoothly
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Ensured compliance with applicable laws regarding employment practices.
- Coded and entered daily invoices with in-house accounting software.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Pharmacy Technician
Safeway
Aurora, CO
02.2018 - 02.2020
- Maintained daily inventory of pharmaceuticals and ensured proper storage conditions.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Provided customer service to patients by answering questions about medications and health-related topics.
- Assisted pharmacists in compounding sterile products according to state regulations.
- Managed filing of prescriptions, both electronically and manually.
- Retrieved medication from shelves based on physician orders and delivered them to pharmacists for review.
- Ordered drugs from wholesalers as needed and maintained records of incoming shipments.
- Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
- Received payment from customers and processed credit card transactions when necessary.
- Resolved customer complaints in a timely manner while maintaining professionalism at all times.
- Collaborated with other healthcare professionals such as nurses or physicians regarding drug therapies or treatments for patients.
- Checked expiration dates on medications to ensure that only unexpired products were dispensed.
- Kept accurate records of controlled substances received and dispensed in accordance with DEA regulations.
- Provided education materials about medications to patients upon request.
- Organized work areas so that everything was easily accessible when needed.
- Assisted in training new employees on pharmacy procedures.
Receptionist Administrator
Saddle Rock Pediatric Dentistry
Aurora, CO
02.2016 - 01.2018
- Handled diverse needs for clients in-person, by phone or through email.
- Displayed professional standards at reception desk to patients and all personnel.
- Coordinated appointment calendar and balanced schedules to promote optimal productivity.
- Maintained office supply inventory and placed orders to meet demand.
- Received parcels, routed mail and opened packages for staff.
- Obtained and processed payments from clients for products and services.
- Managed office cleaning and sanitizing to comply with infection control protocols.
- Monitored schedules and calendar obligations for management.
- Implemented new recordkeeping and documenting systems to improve organization and traceability.
- Developed reports and documents by taking dictation and transcribing meeting notes.
- Answered incoming calls in a professional and polite manner, responding to customer queries or directing them to the relevant team member.
- Maintained reception area cleanliness and tidiness.
- Assisted with administrative tasks such as data entry into company databases.
- Created spreadsheets to track customer information such as contact details and preferences.
- Developed strong relationships with vendors in order to secure favorable pricing for office supplies.
- Prepared documents such as reports, memos, letters, contracts, using Microsoft Office Suite applications.
Assistant Manager
Hyatt Place Denver International Airport
Denver, CO
10.2012 - 01.2016
vaccinator'sInnovage'sadministering
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Delegated daily tasks to team members to optimize group productivity.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Collaborated with General manager to develop strategies for achieving sales and profit goals.
- Professionally and politely enforced Hyatt company policies and procedures to strengthen operational standards across all departments.
- Organized schedules, workflows and shift coverage to meet expected hotel business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Led employee performance evaluations and rewarded top performers to retain quality personnel and staff morale.
- Delegated tasks to team members based upon skill level and to achieve all Hyatt Hotel goals.
- Assisted Assistant Manager ll in evaluating employee performance and cultivating improvement initiatives.
- Worked closely with guests to understand their specific needs and to resolve diverse issues.
- Managed new hire trainings and onboarding to keep gallery host department employees aware of company policies and procedures.
- Monitored employee attendance records, timekeeping, and payroll information.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Collaborated with management on developing strategic plans for achieving Hyatt's business goals.
- Established processes for monitoring customer satisfaction levels and ensured all team members adhered to this policy
Education
Associate Degree in Early Childhood Education - Early Childhood Education
Community College of Denver
Denver, CO05-2010
High School Diploma -
Eaglecrest High School
Centennial, CO06.2008
Skills
- CRM and Office Management Software
- Budgetary Planning
- Training and Development
- Excellent Verbal and Written Communication
- Superior Problem Resolution
- Scheduling and Coordinating
- Hiring and Training
- Budget Management
- Onboarding and Orientation
- Performance Tracking and Evaluation
- Team Leadership
- Multi-Line Telephone Skills such as BOB
- Meticulous and Organized
- Organization and Efficiency
- Recordkeeping and Bookkeeping
- Courteous and Professional
- Data Entry and Database Software
- Multitasking and Prioritization
- Records Management
- Attention to Detail
- Positive Attitude and Energetic
- Customer Complaint Resolution
- Microsoft Office Suite
- Inventory Management
- Administrative Support
- Reliable and Punctual
- Call Answering and Routing
- Customer Service
- Multi-Line Phone Systems such as BOB
- Prioritization and Time Management
- Documentation and Reporting
- Research and Data Analysis
- Customer Service-Oriented
- Scheduling and Calendar Management
- Service-Oriented Mindset
- PC Proficient
- Data Entry
- Professional and Polished Presentation
- Correspondence Management
- Recruiting and Interviewing
- Product and Service Knowledge
- Employee Scheduling
- Employee Performance Evaluations
- Microsoft Office Expertise
- Customer Relationship Management (CRM)
- Project Management Abilities
- Money Handling experience on (POS) Point of System
- Business Development Understanding
Timeline
Vaccine Agent/Pharmacy Technician
Granerx
09.2022 - 01.2024
Hyatt Place Scottsdale/Hyatt Place Scottsdale/Office Manager
Hyatt Place Scottsdale/Old Town
03.2020 - 06.2022
Pharmacy Technician
Safeway
02.2018 - 02.2020
Receptionist Administrator
Saddle Rock Pediatric Dentistry
02.2016 - 01.2018
Assistant Manager
Hyatt Place Denver International Airport
10.2012 - 01.2016
Associate Degree in Early Childhood Education - Early Childhood Education
Community College of Denver
High School Diploma -
Eaglecrest High School
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