Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Melissa Gonzalez

Boston,USA

Summary

Experienced professional in administrative management, restaurant management, and client relations with a track record of success in high-pressure environments. Strong analytical and planning skills with the ability to work efficiently and independently. Proficient in computer skills, including EPIC, Excel and QuickBooks.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Patient Relations Coordinator / Medical Secretary

Atrius Health
Chestnut Hill, MA
07.2024 - Current
  • Greeting patients and visitors, overseeing office correspondence such as high-volume faxes, mail, and phone calls, gathering patient information, maintaining medical records through EPIC, providing administrative support, scheduling appointments, and processing paperwork such as doctors' orders, FMLA forms, and prescriptions.
  • Close collaboration with healthcare personnel, ensuring confidentiality of sensitive information, and maintaining HIPAA compliance.

General Manager

Dunkin Donuts Corporation
Sarasota, FL
04.2022 - 12.2022
  • Carrying responsibility for all aspects of store operations, including store cleanliness and sanitation.
  • Managing labor, including hiring and training associates, creating work schedules, delegating work, evaluating employee daily performance, conducting quarterly assistant manager and shift leader incentive reviews, and annual overall performance reviews for all employees.
  • Ensuring excellent customer care and maintaining great feedback from both customers and employees.
  • Creating sales programs to leverage business opportunities, analyzing and forecasting sales data to best support daily business and staffing needs, food cost targets, product ordering, inventory counts, and payroll.

Customer Service Manager

Arbor X Tree Services
Sarasota, FL
09.2021 - 04.2022
  • Primary responsibilities include creating sales leads for generating prospective clients.
  • Creating estimates and work orders for both new and existing clients.
  • Maintaining relationships and working directly with Homeowners' Associations, Property Management companies, and residential clients.
  • Customer account maintenance daily, including resolving any and all escalations, and customer follow-up.
  • Bookkeeping, scheduling, and email marketing.

Dispatch Service Advisor

Palmer Gas & Oil Inc.
Atkinson, NH
08.2020 - 03.2021
  • Coordinating with service and sales personnel to serve new and existing customers.
  • Conducting computerized dispatch scheduling for service technicians' work orders.
  • Upholding and advancing the company's branding guidelines and fundamental principles.
  • Maintain scheduling for the following: on-call technicians, vehicle repairs, work orders, service requests, and special order parts.
  • Processing Dig Safe requests and Tank Guard reports.
  • Validating equipment and gas check forms for proper signature and sign-off.
  • Assigning customer agreements to customer accounts.
  • Providing exceptional customer service and resolving any and all customer escalations or issues.

Civilian Dispatcher

City of Haverhill
Haverhill, MA
12.2019 - 08.2020
  • Performed routine to complex clerical and dispatching work in the daily operation of the City of Haverhill Public Safety Communications Center.
  • Executed frequent telephone contact and coordination with law enforcement and members of the community.
  • Many calls were emergency in nature. I was required to think and act quickly while maintaining a calm demeanor under stressful situations.
  • Other responsibilities included acquiring information from citizens and other entities requesting public safety service or assistance.
  • Analyzing alarm system information, providing signals, messages, codes, and data so that the information is properly interpreted for the allocation of resources.
  • I was required to extract pertinent information so that accurate details were obtained during every call.
  • Prepared data for dispatch or referral by evaluating, categorizing, formatting, and documenting the incident or service-related information.
  • Regularly generate correct, complete, and concise records of public safety service requests in accordance with policies and procedures.
  • Responsible for maintaining departmental records, public records information, and entering data into computer information systems.
  • Successfully acquired certifications in Advanced Emergency Medical Dispatch, LEAPS/CJIS, and E-911 Police/fire telecommunications.

General Manager

Dunkin Donuts Corporation
Lawrence, MA
03.2013 - 12.2019
  • Promoted to General Manager within a year.
  • Managed a staff of 10+ direct reports, including shift leaders and assistant manager.
  • Primary responsibilities encompassed overseeing the sales team, providing effective coaching, fostering talent development, and motivating the workforce.
  • Managed inventory audits, cash management, budgeting, and scheduling. Daily responsibilities include performance management, encompassing performance reviews, action plan development, progressive discipline, and performance-based job training.
  • Ensured efficient staffing by recruiting talented candidates and managing the hiring process.
  • Responsible for the store appearance, sanitation, merchandising, and layout.
  • I facilitated the training and completion of all ongoing training and certification, such as ServSafe and OSHA.

Team Member

Dunkin Donuts Corporation
Lawrence, MA
05.2012 - 03.2013
  • Primary responsibilities included providing exceptional customer service, greeting, and responding to customers in a timely manner.
  • Processed customer orders and resolved any and all customer disputes.
  • Other daily tasks included maintaining store cleanliness, cash handling, and food preparation

Medical Assistant Internship

Dr. Javed Siddiqi
Methuen, MA
05.2012 - 07.2012
  • Assisted doctor with pap smears and medical procedures, including recording vital signs and performing injections.
  • I routinely filed medical records and scheduled appointments, utilizing EMR.
  • I pulled patient charts, recorded patient history, and utilized a heart monitor for prenatal patients.
  • Other responsibilities included answering multi-lined phone system, scheduling/confirming appointments, and preparing patient rooms.
  • I utilized general office equipment, including fax, copier, scanner, and autoclave.
  • I performed other duties assigned by the doctor, as needed.

Education

Medical Assistant - Degree

Lincoln Technical Institute
Lowell, MA

Liberal Arts - Diploma

Methuen High School
Methuen, MA

Skills

  • Bilingual / English and Spanish
  • Outstanding Customer Service
  • Healthcare Administration
  • Management with Hiring and Training Expertise
  • Inventory Management and Accounting
  • Operational Excellence
  • Multitasking Efficiency
  • Law Enforcement and Fire Dispatch Coordination

Certification

  • CPR / AMA / RMA Certified
  • Advanced Emergency Medical Dispatch Certification
  • LEAPS / CJIS Certifications
  • E911 / Police & Fire Dept Certification
  • ServSafe Manager & Food Certified
  • HIPAA Certified

Timeline

Patient Relations Coordinator / Medical Secretary

Atrius Health
07.2024 - Current

General Manager

Dunkin Donuts Corporation
04.2022 - 12.2022

Customer Service Manager

Arbor X Tree Services
09.2021 - 04.2022

Dispatch Service Advisor

Palmer Gas & Oil Inc.
08.2020 - 03.2021

Civilian Dispatcher

City of Haverhill
12.2019 - 08.2020

General Manager

Dunkin Donuts Corporation
03.2013 - 12.2019

Team Member

Dunkin Donuts Corporation
05.2012 - 03.2013

Medical Assistant Internship

Dr. Javed Siddiqi
05.2012 - 07.2012

Medical Assistant - Degree

Lincoln Technical Institute

Liberal Arts - Diploma

Methuen High School

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Melissa Gonzalez