MELISSA RENTERIA
HESPERIA,CA
Summary
Dynamic PBX Operator at Desert Valley Hospital with strong telephone etiquette and excellent verbal communication skills. Achieved reduced caller wait times through efficient call management and collaboration. Proven ability to train new staff and enhance customer satisfaction, leveraging proficiency in Microsoft Office and a commitment to teamwork.
Overview
19
19
years of professional experience
Work History
PBX Operator
Desert Valley Hospital
04.2012 - Current
- Managed incoming and outgoing calls efficiently, ensuring prompt connectivity for all departments.
- Operated multi-line phone system to streamline communication across various teams.
- Assisted in handling customer inquiries with professionalism and courtesy.
- Provided information about services and company policies to callers as needed.
- Collaborated with team members to improve overall call response times and efficiency.
- Maintained a high level of professionalism while assisting callers in various situations, including emergencies and complaints.
- Trained and mentored new PBX operations employees.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Handled sensitive information discreetly when dealing with confidential calls or messages within the organization.
- Ensured the timely resolution of any technical issues with PBX systems by collaborating with IT support staff and vendors.
- Collaborated with front desk personnel to ensure timely responses to guest inquiries or requests for assistance.
- Updated staff directories regularly, guaranteeing accurate contact information for efficient call transfers.
- Reduced caller wait times, ensuring swift and accurate call transfers to the correct extensions.
- Maintained records of daily data communication transactions, problems, and remedial actions taken.
- Kept detailed records of all incoming, outgoing, and transferred calls using advanced logging software tools for reporting purposes.
- Assisted management in identifying areas for improvement within telecommunications infrastructure based on daily observations.
- Received incoming calls and paged individuals and departments over PA system.
RECEPTIONIST/Patient Treatment Coordinator
DENTAL GROUP OF HESPERIA
01.2010 - 03.2012
- Managed patient scheduling and appointment confirmations to optimize clinic workflow.
- Coordinated insurance verification processes to ensure timely patient billing.
- Maintained accurate patient records and updated information in electronic health records system.
- Provided exceptional customer service by addressing patient inquiries and resolving issues promptly.
- Trained new staff on office procedures and best practices for front desk operations.
- Confirmed appointments, communicated with clients, and updated client records.
- Handled cash transactions and maintained sales and payments records accurately.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
RECEPTIONIST/SALES CONSULTANT
OLSON PLUMBING
11.2006 - 01.2010
- Managed front desk operations, ensuring efficient workflow and timely response to inquiries.
- Coordinated appointment scheduling, optimizing staff availability and client satisfaction.
- Developed positive relationships with clients, reinforcing brand loyalty and trustworthiness.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Corresponded with clients through email, telephone, or postal mail.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Assisted with onboarding new clients and securing paperwork completion.
- Streamlined invoice processing to ensure timely payments and financial operations.
Education
High School Diploma -
LA SIERRA HIGH SCHOOL
RiversideSkills
- Strong telephone etiquette
- Work prioritization
- Excellent verbal communication skills
- Managing phone systems
- Efficient at working independently and as a team player
- Fast learner
- Knowledge with Microsoft office programs, clerical, and computer work
Timeline
PBX Operator
Desert Valley Hospital
04.2012 - Current
RECEPTIONIST/Patient Treatment Coordinator
DENTAL GROUP OF HESPERIA
01.2010 - 03.2012
RECEPTIONIST/SALES CONSULTANT
OLSON PLUMBING
11.2006 - 01.2010
High School Diploma -
LA SIERRA HIGH SCHOOL
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