Marissa Preciado
Flagstaff,AZ
Summary
Detail-oriented individual with proven ability to manage multiple tasks with efficiency and accuracy. Excellent interpersonal, communication, and computer skills. Committed to providing customers with the best possible support and assistance.
Overview
10
10
years of professional experience
Work History
Surgery Scheduler
Flagstaff Bone and Joint
Flagstaff, AZ
08.2023 - Current
- Provided excellent customer service by responding promptly and accurately to patient inquiries regarding procedures and appointments.
- Efficiently managed patient scheduling and registration processes, ensuring accuracy of information and compliance with HIPAA regulations.
- Developed strong relationships with surgeons and office staff to facilitate an efficient workflow.
- Educated patient in person or by telephone on pre and post-operative care instructions.
- Communicated effectively with members of the surgical team regarding any changes that may have occurred during the day's operations.
- Collaborated closely with physicians and other healthcare professionals to ensure quality patient care throughout the surgical process.
- Registered and scheduled appointments for patients according to availability.
- Demonstrated ability to multi-task effectively while managing a high volume of calls from patients.
- Organized medical records for surgeries prior to the day of surgery, ensuring all necessary documents were available.
- Assisted in coordinating post-surgical follow-up visits with patients.
- Participated in staff meetings providing updates on current cases and discussing potential problems that could arise during upcoming procedures.
- Utilized electronic health record systems to collect data related to surgical scheduling activities such as patient demographics and insurance information.
- Contacted referred patients to schedule initial consultations, pre-surgery preparation and post-surgery procedures.
- Maintained accurate logs of incoming referrals, cancellations or changes in appointments or surgery schedules.
- Reduced time from initial doctor-patient consultation to surgical procedure by implementing clear expectations and proper follow-up procedures.
- Responded to patient questions via telephone and written correspondence regarding insurance benefits, provider contracts, and claims.
- Processed payments from patients for services rendered at the time of their appointment.
- Proficient in Microsoft Office Suite including Word, Excel, Outlook, and PowerPoint.
- Accurately entered data into computer systems for billing purposes.
- Collaborated closely with doctors, nurses and other staff members to ensure smooth operations within the practice.
- Completed documents, case histories, and forms, such as intake and insurance forms.
- Transmitted correspondence and medical records by mail, e-mail and fax.
- Scheduled tests and procedures for patients, such as lab work and x-rays, based on physician orders.
- Answered telephones and directed calls to appropriate staff.
- Scheduled and confirmed patient diagnostic appointments, surgeries, and medical consultations.
- Operated office equipment, such as voice mail messaging systems and used word processing, spreadsheet and other software applications to prepare reports, invoices, financial statements, letters, case histories, and medical records.
- Received and route messages and documents, such as laboratory results, to appropriate staff.
- Generated patient-specific letters for insurance companies to ensure accurate reimbursement of services.
Customer Service Rep II -Research & Reconciliation
SnapOn
Crystal Lake, IL
11.2022 - Current
- Accessed computerized financial information to answer general questions and give details on specific accounts
- Worked closely with management to resolve or assist in customer delinquency issues
- Processed customer refunds and account adjustments, updating records in database
- Executed collection calls and correspondence to solicit payment on overdue account balances
- Recorded and maintained records of billing addresses, credit limits and billing frequency
- Monitored outstanding account balances for determination of collection process
- Tracked and resolved discrepancies and past-due balances in accounts
- Persuaded customers to pay amounts due on credit accounts, damage claims and nonpayable checks and to return merchandise
- Answered customer questions regarding problems with accounts
- Conducted outbound phone calls on delinquent accounts to establish payment arrangements with customers
- Identified, evaluated and resolved reasons for delinquency to reduce loss to organization
- Delivered customer service support by responding to customer inquiries regarding account receivable balance
- Prepared correspondence to customers and sent via approved methods to encourage payment of delinquent accounts
- Achieved productive levels of call metrics, contact percentages and other key performance indicators
- Presented weekly status reports detailing key collection issues and established proactive steps for resolution
- Worked with department managers in keeping staff informed of training program status
- Addressed customers courteously using suitable methods and problem-solving skills
- Updated and maintained database with accurate customer information and timely data entry
- Assisted with mentoring new employees during and after training
- Utilized automated systems to log and retrieve call information
- Made appropriate account corrections to resolve customer problems
Customer Service Rep I - Shipping Services
SnapOn
Crystal Lake, IL
05.2022 - 11.2022
- Addressed customers courteously using suitable methods and problem-solving skills
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues
- Updated and maintained database with accurate customer information and timely data entry
- Utilized automated systems to log and retrieve call information
- Remained open to feedback from supervisor and peers to build and improve skills set
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Built sustainable relationships and trust with customer accounts using open and interactive communication
- Referred unresolved customer grievances to designated departments for further investigation
- Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials
- Obtained and examined relevant information to assess validity of complaints and determine possible causes
- Navigated multiple computer systems and applications and utilized search tools to find information
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
Customer Service Rep I - ETI
SnapOn
Crystal Lake, IL
01.2022 - 05.2022
- Resolved issues based on thorough investigations of concerns
- Referred unresolved customer grievances to designated departments for further investigation
- Completed inquiries and followed up with customers to share findings and offer solutions
- Updated records with all interactions and customers transactions
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions
- Avoided revenue losses with diligent attention to customers' needs and complaints
- Enhanced customer satisfaction with fast, knowledgeable service
Store Manager
GrocerKey
US, IL
03.2020 - 11.2021
- Delivered fast and friendly service regarding questions and service complaints
- Anticipated needs and resolved problems to keep customers happy
- Followed up with customers to offer additional support and check resolution satisfaction
- Documented, researched and resolved customer service issues
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage
- Processed daily paperwork, balanced register drawers, produced staffing schedules and prepared deposits
- Managed inventory tracking and physical inventory counts to minimize loss
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service
- Oversaw inventory management through cycle counts, audits and shrinkage control
- Resolved customer problems by investigating issues, answering questions and building rapport
- Strengthened work flow productivity by hiring, managing and developing top talent
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives
- Prioritized sanitation, safety and health standards in work areas to meet OSHA requirements
- Improved store status by implementing process improvements and identifying performance gaps for corrective action
- Oversaw all store operations while generating $200,000 in monthly sales
- Corrected operational discrepancies by developing and executing process improvements
- Assessed, optimized and elevated operations to target current and expected demands
- Accepted, processed and filled orders quickly and accurately
- Operated handheld scanners to track merchandise throughout fulfillment process
- Kept assigned work areas clean and orderly to promote efficiency and mitigate risk of accidents
- Assisted in picking and loading process as required by business needs by efficiently picking and assembling orders
- Coordinated with other associates on day-to-day work activities to drive productivity and achieve operational objectives
Retail Store Manager
Delaware North
Chicago, IL
07.2018 - 03.2020
- Verified all items were matched to sales checks correctly for packing and shipment at close of each day
- Utilized shipping system software to verify all necessary files were uploaded to shipping delivery service
- Scheduled staffing, equipment and space utilization to fulfill production goals during both peak and non-peak periods
- Maintained working order of facility equipment by coordinating repairs, ordering new equipment and retiring outdated equipment
- Fulfilled orders quickly to accomplish challenging daily objectives
- Pulled merchandise to fulfill orders to specification
- Picked products from designated locations using various tools and transferred to appropriate areas for further processing
- Organized and stored items in warehouse using pallet jacks and hand trucks
- Picked up heavy objects using proper lifting techniques to avoid personal injuries
- Selected products and items from shelves and pallets for customer orders
- Promoted workplace safety and smooth production by keeping workspaces clean, organized and free of hazards
- Reviewed production schedule, customer orders, work orders and requisitions to determine items to be moved, gathered or distributed
- Worked additional hours and shifts to meet tight deadlines during peak periods
- Delivered outstanding service, including interacting with customers, answering customer inquiries and handling customer complaints
- Marked and labeled containers with accurate shipping information to prevent delays
- Assembled customer orders from stock and staged completed orders on pallets or shelves
- Followed order sheets to pick correct stock and prepare pallets
- Limited damage to products and orders by using care when choosing items
- Inspected outgoing shipments to maintain quality assurance standards
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise
- Generated fulfillment reports to keep track of product movements
Customer Service Specialist
Jelly Belly Candy Company
Pleasant Prairie, WI
05.2016 - 06.2018
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations
- Managed daily operations by completing purchasing, inventory control, merchandising and product distribution tasks
- Organized new stock for floor placement
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies
- Prepared and submitted nightly bank deposits
- Improved profitability by executing daily, weekly and monthly floor plan changes
- Mentored employees and instructed on management of complicated sales, complex issues and difficult customers
- Created engaging merchandise presentations to motivate impulse purchases
- Organized and updated schedules to optimize coverage for expected customer demands
- Prevented store losses using awareness and attention to detail to detect gaps for corrective action
- Taught junior employees how to meet operational and sales goals with proactive strategies
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy
- Enhanced sales by implementing merchandising and promotional improvements
- Coached and mentored employees by offering constructive feedback and taking interest in long-term career growth
- Contributed to merchandising ideas at team meetings to increase sales
- Positively impacted product relevance through careful distribution, merchandising and display techniques
- Managed special store projects to improve store-wide processes and operations
- Verified merchandise pricing to achieve revenue and profitability goals, reduce shrink and forecast sales
- Established membership loyalty implementing rewards program to drive client retention
- Reduced labor costs by assessing and improving staff training, developing engagement programs and improving processes
- Increased store sales by cross-selling complementary items
- Raised profits by setting ambitious sales goals for employees, encouraging sales staff, prioritizing customer service and resolving customer issues
- Boosted company sales by developing and implementing strategic marketing approaches
Retail Sales Manager
Rink Side Sports Pro Shop
Gurnee, IL
07.2014 - 01.2017
- Greeted guests promptly with positive attitude and asked open-ended questions to better understand shopping needs
- Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations
- Mentored employees and instructed on management of complicated sales, complex issues and difficult customers
- Organized and updated schedules to optimize coverage for expected customer demands
- Taught junior employees how to meet operational and sales goals with proactive strategies
- Eliminated safety hazards, removed soiled items and collected trash from customer
- Greeted customers promptly and responded to questions
- Maintained work area in clean and neat manner
- Counted and balanced cashier drawers
- Cleaned and stocked front end areas, including register changing tapes and ribbons
- Complied with cash handling procedures to meet regional cashier variance policy
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness
- Kept check-out areas clean, organized, and well-stocked to maintain attractive store
- Wrapped items and bagged purchases properly to prevent merchandise breakage
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members
Education
Winona State University
05.2016
High School Diploma -
Grayslake North High School
McHenry County College
Skills
- Customer Relations
- Staff Training
- Active Listening
- Microsoft Excel
- Credit Card Payment Processing
- Order Fulfillment
- Retail Sales Customer Service
- Order Processing
- Refund Processing
- POS Systems Expertise
- Team Development
- Store Maintenance
- Managing Multiple Tasks
- Customer Service
- Shipping and Receiving Understanding
- Microsoft Word
- Account Management
- Microsoft PowerPoint
- Typing Proficiency
- Data Evaluation
- Money Handling Abilities
- Conflict Mediation
- Call Center Operations
- Critical Thinking
- Project Management Abilities
- Customer Relationship Management
- Shipping Procedures Understanding
- Delivery Scheduling
- Stock Management
- Customer Consulting
- Problem-Solving Ability
- Computer Proficiency
- Office Equipment Proficiency
- Spreadsheets
- Staff Monitoring
- Customer Loyalty
- Customer Service and Assistance
- Problem Resolution
- Skill Development
- Microsoft Office
- Data Entry
- Professional Phone Etiquette
- Accounts Payable and Accounts Receivable
- Outbound and Inbound Calls
- Professional Relationships
- Payment Collection
- Calendar Management
- Patient Relations
- Schedule Coordination
- Maintaining confidentiality
- Correspondence Writing
- Portfolio Management
- Risk Management
- Finance
- Problem-solving aptitude
Timeline
Surgery Scheduler
Flagstaff Bone and Joint
08.2023 - Current
Customer Service Rep II -Research & Reconciliation
SnapOn
11.2022 - Current
Customer Service Rep I - Shipping Services
SnapOn
05.2022 - 11.2022
Customer Service Rep I - ETI
SnapOn
01.2022 - 05.2022
Store Manager
GrocerKey
03.2020 - 11.2021
Retail Store Manager
Delaware North
07.2018 - 03.2020
Customer Service Specialist
Jelly Belly Candy Company
05.2016 - 06.2018
Retail Sales Manager
Rink Side Sports Pro Shop
07.2014 - 01.2017
Winona State University
High School Diploma -
Grayslake North High School
McHenry County College