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Hi, I’m
Mercedes Perozo
Service Manager
Edgewater,NJ
Summary
Seasoned Service Manager bringing eleven years of healthcare management experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
21
years of professional experience
24
years of post-secondary education
1
Language
Work History
Comfort Keepers Home CareSecaucus, NJ
Service Manager
04.2018 - Current
Job overview
- Resolved customer complaints with empathy, resulting in 20% increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Assisted in training new hires, sharing best practices in customer service protocols specific to healthcare industry.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Supported accounts receivable operations within assigned functions.
DeFilippo ESQ. Union City, NJ
Legal Secretary Assistant
10.2017 - 04.2018
Job overview
- Performed conflict checks on potential clients to maintain ethical standards within firm''s practice areas.
- Enhanced attorney efficiency by providing meticulous proofreading and editing support for legal documents.
- Assisted attorneys in staying compliant with court rules by tracking deadlines for motions, responses, and other filings.
- Reduced errors in legal documents by diligently reviewing drafts for accuracy, clarity, and proper formatting.
- Improved client satisfaction by effectively managing case files and maintaining strong communication with clients.
- Served as liaison between attorneys and clients fostering positive relationship while addressing inquiries promptly.
- Ensured confidentiality of sensitive client information through strict adherence to privacy policies when handling documents.
- Scheduled and made appointments for two attorneys.
Dr. Nikki Pacheco Teaneck, NJ
Dental Office Manager
09.2014 - 04.2018
Job overview
- Maintained professional and welcoming atmosphere, fostering strong relationships with patients and encouraging referrals.
- Ensured compliance with all applicable regulations governing dental practices at local, state, and federal levels.
- Coordinated continuing education opportunities for dental staff members to stay updated with industry advancements and maintain licensure requirements.
- Oversaw inventory management, ensuring timely procurement of supplies while minimizing costs through strategic vendor negotiations.
- Assisted in recruitment, hiring, and training of high-quality dental staff to ensure exceptional patient care.
- Managed financial aspects including budgeting, forecasting, expense tracking, and profit analysis for overall fiscal responsibility.
- Boosted dental practice revenue by optimizing billing procedures and diligently following up on outstanding payments.
- Maintained strict confidentiality of all patient records, ensuring compliance with HIPAA regulations and safeguarding sensitive personal information.
- Collaborated closely with dentists to create customized treatment plans that best met individual patient needs while maximizing practice profitability.
- Reduced wait times for patients through effective coordination of staff schedules and resource allocation.
- Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
- Supervised and led team of dental hygienists and support staff of two .
The Gym Of Englewood Teaneck, NJ
Customer Service Representative
01.2012 - 10.2014
Job overview
- Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Managed 30 customer calls per day, consistently maintaining professional demeanor and prioritizing customers'' needs.
- Collaborated with team members to optimize processes for increased efficiency in handling customer complaints.
- Adhered to company guidelines and protocols while representing brand professionally during all interactions with customers.
- Provided product knowledge assistance to customers, guiding them towards informed purchasing decisions based on their specific needs.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
LA FitnessSecaucus, NJ
Sales Representative
04.2011 - 12.2012
Job overview
- Provided comprehensive training on product offerings to new team members for optimal performance in sales roles.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Collaborated with marketing to create impactful promotional materials for increased brand awareness.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Expanded customer base through cold calling, networking, and relationship building.
- Managed daily average of 30 calls per day.
Endocrine Center Dr. Vinod LalaJersey City, NJ
Receptionist Administrator
09.2003 - 06.2010
Job overview
- Collaborated with team members on various projects to achieve department goals and improve overall efficiency.
- Enhanced customer satisfaction by efficiently managing incoming calls and directing them to appropriate departments.
- Bolstered communication between departments by promptly disseminating important announcements or information via email or interoffice memos.
- Maintained up-to-date knowledge of industry practices by attending workshops, conferences, and continuing education courses relevant to receptionist administration duties.
- Streamlined office operations for increased productivity by organizing and maintaining physical and digital filing systems.
- Facilitated seamless business operations by acting as liaison between clients/vendors/staff when necessary for conflict resolution or problem-solving.
- Contributed to positive work environment through excellent interpersonal skills and genuine care for colleagues'' needs or concerns.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Handled complaints and questions, and re-directed calls to other team members.
- Promoted maintenance of professional and courteous customer interactions across reception personnel.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Took delivery of packages and documents, applying appropriate internal policies relating to chain of possession.
- Acted as first point of contact and set appointments for prospective clients.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Oversaw office equipment maintenance to support continuous and uninterrupted operations.
- Scheduled initial and return appointments for diabetic and growth hormone clients, adhering to internal policies while accommodating individual customer needs.
- Completed bi-weekly payroll for 15 employees.
Education
Emerson High School Union City, NJ
High School Diploma
09.2000 - 06.2024
Skills
Budget Control
Estimating and Quoting
Multiple Priorities Management
Strategic business planning
Customer Service
Inventory Management
Proficient in Microsoft Office and Teams
Shift Scheduling
Workplace Safety
Service Documentation
Fluent in Spanish
Expert in EMR and Dentimax
Schedule Management
Policy and Procedure Enforcement
Employee Supervision
Sales Support
Accomplishments
- Supervised team of thirty staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieve higher certification completion by introducing Care Academy for home health aides certification credits.
Interests
Sightseeing
Traveling
Meditation
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Microsft Office
EMR
Dentimax
Timeline
Service Manager
Comfort Keepers Home Care
04.2018 - Current
Legal Secretary Assistant
DeFilippo ESQ.
10.2017 - 04.2018
Dental Office Manager
Dr. Nikki Pacheco
09.2014 - 04.2018
Customer Service Representative
The Gym Of Englewood
01.2012 - 10.2014
Sales Representative
LA Fitness
04.2011 - 12.2012
Receptionist Administrator
Endocrine Center Dr. Vinod Lala
09.2003 - 06.2010
Emerson High School
High School Diploma
09.2000 - 06.2024